today’s bissett bullet: low client attrition rates are not necessarily a barometer of great service.
by martin bissett
never allow your retention rate to lull you into a false sense of security. in truth, no one changes their accountants unless they need to, and very few feel that need because they are not often educated very well by competing firms as to the compelling reasons for change.
however, your clients are perpetually at risk from the advances of your proactive competitors, so minimize the liability with exceptional service. deliver more of whatever it is that they value the most about you rather than what you think your firm does well.
today’s to-do
ask the next 3 clients you speak to what it is they value the most about the service you offer. find out what exceptional service means to them. it may not be what you expect.
see more bissett bullets here
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