by sandi smith leyva
with so much to do as business owners, we can get pretty overwhelmed at times. we can start believing that we have a “time” problem, but since all of us have 24/7, there really is no such thing as a time problem. read more →
the science behind happy customers.
by hitendra patil
pransform inc.
in “the 9 building blocks of a winning vision that the big four have discovered,” august j. aquila and robert j. lees brought out the common vision elements of big four firms. and one of them is “put the best people at our clients’ disposal.”
it’s not common sense! it’s actually human behavioral science. you will be surprised to know how this works at a much deeper level than you think.
read more →
download the sample client satisfaction survey.
by ed mendlowitz
question: is there any value to sending clients a survey?
response: yes. our firm sends a survey with every deliverable to a client. we want to know what they think and how they feel about our service.
i think your best friends are the clients that complain. this gives you an opportunity to correct any deficiencies or exceptions.
one time a long time very good client put on the survey that we were great but our fees were high. i immediately met with him, reviewed our charges, had the time runs and details of everything extra we had been doing beyond the scope of our engagement, and the value to the client. in the following year he recommended two clients to us! i don’t believe we would have gotten the referrals had he not complained.
here is a sample of a survey we’ve used: read more →
clients say: not as long as you think.
if you’re a finance manager on the client side, what do you say?
by rick telberg
are most cpas fooling themselves?
if you ask a cpa, as 卡塔尔世界杯常规比赛时间 has been doing since 2006, how long they typically keep a client, you’ll get a fairly consistent answer through the years.
if you ask a client how long they’ve worked with their current cpa firm, you’ll also get a fairly consistent answer.
the problem is: the cpa and the client disagree. read more →
what you need to know. how finance executives pick accounting firms: join the survey; get the answers. by rick telberg here’s some good news for accounting firms: most companies stick with their cpa firms for at least five to 10 … continued
are there no limits to availability? here at 卡塔尔世界杯常规比赛时间, ed mendlowitz answers some of the toughest questions practitioners can throw at him. he’s the right one to ask. after more than 40 years in the business – building his … continued
step 1: start showing how much you care.
by krista remer and jennifer wilson
convergencecoaching
so, what does it really take to retain clients?
here are a few ideas that could help you focus on what really matters most to your clients:
and dozens of possible solutions from staffers…
at a recent staff workshop, there was a brainstorming session to answer some key questions about what constitutes excellence in client service. four questions were placed on the table:
1. how can we make it easier for our clients to do business with us?
if it’s so simple, why are clients so surprised when it happens?
editor’s note: in the weekly research update (join here), we report initial results from a new nationwide survey of client attitudes. and it’s not necessarily a pretty picture. clients are clearly becoming more demanding, with higher expectations for service and value. and yet, too many cpa firms have yet to respond to the challenge. but then, that’s good for those that do. what’s your best client satisfaction tip? tell us here; we may quote you. — rick telberg
meanwhile, here are a few of the best client stories we’ve heard so far…
top trends in client service, satisfaction and retention. read more →
more firms see the problem. but fewer are doing anything about it.
by rick telberg
just at a time when accounting firms are struggling to gain new clients and hold on to the ones they already have, client satisfaction ratings appear to be dropping.
getting new clients may be many firms’ chief concern these days.
but for most firms, there’s un-mined gold in their current clients.
the accounting business may not be the same in five years. today’s standard products and services are evolving quickly. how long, for instance, will simple 1040 tax prep last with the speed of data aggregation?
but if you still have the same clients, you will still have cash flows.
the bottom line:
from the accounting office management & administration report via texas society of cpas.
attracting and retaining clients has taken on new importance for cpas whose firms have taken a hit in the last few years.