skip this, and both service and satisfaction decline.
by frank stitely
the relentless cpa
you’ll hate me after this post. i’m about to reveal that many of the behaviors that you rationalize as good client service are really just desperate measures to avoid losing bad clients. we’ll talk about getting out of that mess later.
more: avoiding projects hung up in process | when clients create errors | how we killed the tax season client meeting | why small firms can win the talent wars | there are no easy answers | how to thrive as a 21st-century firm | farm-aid for accountants? | whittle down wip
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clients are trainable – at least as trainable as jack russell terriers. that is to say, they’re somewhat trainable. however, like jack russell terriers, you train clients or they’ll train you. somebody’s getting trained. here’s an example of how that works.
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