and dozens of possible answers! 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 … continued
take this quick, 10-question quiz to find out. do you seek out opportunities to learn new things that will help your clients overcome their most difficult challenges? selling value-creation advisory services is truly a slam dunk with most modern business … continued
four ways to prove you’re serious about customer satisfaction. by steve erickson www.steveericksonllc.com most partners in cpa firms tell me that client service is one of their primary concerns as work is often delivered at the 11th hour before a … continued
you know the type.
they’re the clients that keep you awake at night, bother you on weekends, and drive your staff crazy. they’re the clients you’d rather you didn’t have. wouldn’t it be great to dump them and make them some other accountant’s problem?
but how do you spot a problem client before they swell into a catastrophe? arvid mostad, president of mostad & christensen, a supplier of marketing materials to accounting firms, outlines 15 habits of bad clients: read more →
helping a retailer client by looking beyond accounting. [editor’s note: we’ve been asking accountants what “client-centric” means to them. here’s one of the many pithy answers we’re getting. send yours to editor@www.g005e.com, or use comments.] by june ball, cpa owner, … continued
charles h. green says: put your customers’ interests first and watch your sales increase. people want to buy from those they trust. the best way to be trusted by your customers is simply to be worthy of their trust. be … continued
how to find new success by shifting your firm’s focus from service-centric silos to client-centric goal-setting. by rick telberg most accounting firms believe they provide pretty good client service. and most of them are probably right. but there are other firms … continued
local accounting firm redefines “r&d” for client retention and business development. how to keep clients happy and build your business. by rick telberg at most companies, “r&d” means “research and development.” but at dugan & lopatka cpas in wheaton, ill., every … continued
make checking a client’s pulse part of your everyday habit.
busy season may be hectic and the hours may be long, but if you’re not making time to get to know your clients better, then you’re missing an opportunity that may not come again for another year. by then, a competitor may have beaten you to the punch.
many accountants, auditors and tax professionals don’t realize how much busy season is, in fact, “opportunity season.” you have your clients’ undivided attention. they should have yours.
beyond the routine tax preparation and tax planning, beyond the reconciliations and check marking, you need to be using client face-time to explore their greater needs and goals and your firm’s performance and opportunities. read more →
unhappy clients won’t tell you they have a problem; they’ll simply move their business elsewhere. so, if a client gives you a chance to repair a bad situation, take it. here are a few tips from maribeth kuzmeski, author of … continued
with client retention the top issue for firms, we go looking for answers. by rick telberg at large if you want some real answers for how to avoid losing clients, just start asking cpas how they’ve managed to pick up … continued
how to battle client retention problems with client satisfaction strategies. but how do you dazzle a customer these days? by rick telberg with client retention replacing the staffing shortage as the most troublesome issue facing cpa firms, it may be … continued
answer: business owners. but what’s the best way to reach them?
by rick telberg
ever wonder who makes the decision on which cpa firm to hire? when we asked whom cpas think the decision-maker is, only one clown said, “wife of owner rules.”
just about everybody else figured the decision-maker is the owner herself. or himself. about eight in 10 of respondents agreed on that.
only seven percent thought the cfo makes the decision, while five percent said it’s the ceo. read more →