{"id":5547,"date":"2010-08-17t08:33:15","date_gmt":"2010-08-17t12:33:15","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=5547"},"modified":"2024-11-19t21:35:27","modified_gmt":"2024-11-20t02:35:27","slug":"43-steps-to-gold-plated-client-service","status":"publish","type":"post","link":"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/","title":{"rendered":"43 steps to gold-plated client service"},"content":{"rendered":"<p><strong>never lose a client again.<\/strong><\/p>\n<blockquote>\n<p style=\"text-align: center;\"><a href=\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/#respond\"><strong>how do you dazzle a client these days?<\/strong><br \/>\nadd your ideas in <strong><span style=\"text-decoration: underline;\">comments<\/span><\/strong><\/a><\/p>\n<\/blockquote>\n<p>with client retention replacing the staffing shortage as the most troublesome issue facing cpa firms, it may be surprising that so few firms are taking a proactive approach to the problem. certainly, many firms are stepping up client service levels, but jerry lopatka, managing principal at <a href=\"http:\/\/www.duganlopatka.com\/\" target=\"_blank\">dugan &amp; lopatka cpas<\/a> in wheaton, ill., is deploying a particularly systematic and disciplined program.<\/p>\n<figure class=\"thumbnail wp-caption alignright\" style=\"width: 110px\"><img loading=\"lazy\" decoding=\"async\" title=\"jerry lopatka\" src=\"https:\/\/cpatwpe.s3.amazonaws.com\/cpatrendlines\/wp-content\/uploads\/2010\/03\/jerry-lopatka1.jpg\" alt=\"jerry lopatka\" width=\"110\" height=\"127\" \/><figcaption class=\"caption wp-caption-text\">jerry lopatka, managing principal, dugan &amp; lopatka cpas, wheaton, ill.<\/figcaption><\/figure>\n<p>&#8220;a year ago we started a renewed focus on client retention and business development,&#8221; he says. at the firm, they call it &#8220;biz r&amp;d&#8221;\u00a0 for business retention and development.<\/p>\n<p>jerry sent us a 43-point list of tactics based on six broad strategies:<\/p>\n<ul>\n<li><strong>go the extra mile on the current engagement<\/strong><\/li>\n<li><strong>increase the amount of client contact<\/strong><\/li>\n<li><strong>build the <span style=\"text-decoration: underline;\">business<\/span> relationship<\/strong><\/li>\n<li><strong>build the<span style=\"text-decoration: underline;\"> personal<\/span> relationship<\/strong><\/li>\n<li><strong>increase knowledge of <span style=\"text-decoration: underline;\">client\u2019s industry<\/span><\/strong><\/li>\n<li><strong>increase knowledge of <span style=\"text-decoration: underline;\">client\u2019s business<\/span><\/strong><\/li>\n<\/ul>\n<p>&#8220;we try,&#8221; he says, &#8220;but we can always do better. as i often tell our  employees  \u2013 our good clients are on our competitor\u2019s radar screen.&#8221;<\/p>\n<p>here&#8217;s the complete list&#8230;<\/p>\n<p><!--more--><\/p>\n<p><strong>go the extra mile on the engagement<\/strong><\/p>\n<p style=\"padding-left: 30px;\">1.\tconduct extra analysis<\/p>\n<p style=\"padding-left: 30px;\">2.\tbenchmark client&#8217;s business against national database (bizbench software)<\/p>\n<p style=\"padding-left: 30px;\">3.\tapply analytical tools<\/p>\n<p style=\"padding-left: 30px;\">4.\timprove turnaround time, service<\/p>\n<p style=\"padding-left: 30px;\">5.\timprove quality of presentation of financial information (graphs, charts, etc.)<\/p>\n<p style=\"padding-left: 30px;\">6.\tmore documentation, explanation, accessibility<\/p>\n<p style=\"padding-left: 30px;\">7.\tuse color in reports.<\/p>\n<p style=\"padding-left: 30px;\">8.\thand deliver and go over deliverable in detail with them<\/p>\n<p><strong>increase the amount of client contact<\/strong><\/p>\n<p style=\"padding-left: 30px;\">9.\tvisit at every opportunity<\/p>\n<p style=\"padding-left: 30px;\">10.\tschedule business meetings near mealtime<\/p>\n<p style=\"padding-left: 30px;\">11.\tinvite to the firm&#8217;s offices<\/p>\n<p style=\"padding-left: 30px;\">12.\tmeet with and get to know other officers in the client company<\/p>\n<p style=\"padding-left: 30px;\">13.\tget more of the firm&#8217;s people involved with client<\/p>\n<p><strong>build the business relationship<\/strong><\/p>\n<p style=\"padding-left: 30px;\">14.\thelp client meet other contacts of ours (use act software &amp; colleagues)<\/p>\n<p style=\"padding-left: 30px;\">15.\tput on special seminars for the client\u2019s staff<\/p>\n<p style=\"padding-left: 30px;\">16.\tvolunteer to attend client\u2019s internal meetings\/board meetings<\/p>\n<p style=\"padding-left: 30px;\">17.\toffer free day of counseling on non-project matters<\/p>\n<p style=\"padding-left: 30px;\">18.\tsend client useful articles<\/p>\n<p style=\"padding-left: 30px;\">19.\tif possible, refer business to client<\/p>\n<p><strong>build the personal relationship<\/strong><\/p>\n<p style=\"padding-left: 30px;\">20.\tsocial activities<\/p>\n<p style=\"padding-left: 30px;\">21.\tremember personal, family anniversaries (take birthdays from profx &#8211; systemizer form we send at end of year and put on act)<\/p>\n<p style=\"padding-left: 30px;\">22.\tobtain scarce theater or sports tickets<\/p>\n<p style=\"padding-left: 30px;\">23.\tprovide home telephone number<\/p>\n<p style=\"padding-left: 30px;\">24.\toffer use of firm\u2019s facilities for their personal or business uses<\/p>\n<p style=\"padding-left: 30px;\">25.\tfind out precisely how the client is evaluated inside his\/her company<\/p>\n<p style=\"padding-left: 30px;\">26.\tfind out what he\/she is unhappy with<\/p>\n<p style=\"padding-left: 30px;\">27.\tfind out their personal views on life<strong> <\/strong><\/p>\n<p><strong>increase knowledge of client\u2019s industry<\/strong><\/p>\n<p style=\"padding-left: 30px;\">28.\tstudy industry magazine\/newsletters thoroughly and regularly (get subscriptions)<\/p>\n<p style=\"padding-left: 30px;\">29.\tattend industry meetings with the client<\/p>\n<p style=\"padding-left: 30px;\">30.\tconduct proprietary studies<\/p>\n<p style=\"padding-left: 30px;\">31.\tgo to industry trade shows in chicago<\/p>\n<p style=\"padding-left: 30px;\">32.\tlearn all you can on their competitors<\/p>\n<p><strong>increase knowledge of client\u2019s business<\/strong><\/p>\n<p style=\"padding-left: 30px;\">33.\tread all client\u2019s brochures, financial reports, other public reports and news releases<\/p>\n<p style=\"padding-left: 30px;\">34.\task to see strategic plan<\/p>\n<p style=\"padding-left: 30px;\">35.\tvolunteer to critique internal studies<\/p>\n<p style=\"padding-left: 30px;\">36.\tconduct a reverse seminar (their people tell us about their company)<\/p>\n<p style=\"padding-left: 30px;\">37.\tlook at web site regularly<\/p>\n<p style=\"padding-left: 30px;\">38.\task for organization chart<\/p>\n<p style=\"padding-left: 30px;\">39.\task who client deals with most<\/p>\n<p style=\"padding-left: 30px;\">40.\task about the client\u2019s boss<\/p>\n<p style=\"padding-left: 30px;\">41.\task about power structure<\/p>\n<p style=\"padding-left: 30px;\">42.\tarrange to meet other executives<\/p>\n<p style=\"padding-left: 30px;\">43.\tspend time with client\u2019s junior managers<\/p>\n<p>so, how do <em><strong>you<\/strong><\/em> dazzle a client these days? add your ideas in <a href=\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/#respond\"><strong><span style=\"text-decoration: underline;\">comments<\/span><\/strong><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>never lose a client again. how do you dazzle a client these days? add your ideas in comments with client retention replacing the staffing shortage as the most troublesome issue facing cpa firms, it may be surprising that so few &hellip; <a href=\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/\">continued<\/a><\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[5],"tags":[99,701,700],"class_list":["post-5547","post","type-post","status-publish","format-standard","hentry","category-outlook","tag-client","tag-client-satisfaction","tag-client-service"],"acf":[],"yoast_head":"<!-- this site is optimized with the yoast seo plugin v24.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>43 steps to gold-plated client service - 卡塔尔世界杯常规比赛时间<\/title>\n<meta name=\"description\" content=\"actionable intelligence for tax, accounting, and financial professionals\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_us\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"43 steps to gold-plated client service - 卡塔尔世界杯常规比赛时间\" \/>\n<meta property=\"og:description\" content=\"actionable intelligence for tax, accounting, and financial professionals\" \/>\n<meta property=\"og:url\" content=\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/\" \/>\n<meta property=\"og:site_name\" content=\"卡塔尔世界杯常规比赛时间\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/cpatrendlines\" \/>\n<meta property=\"article:published_time\" content=\"2010-08-17t12:33:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-11-20t02:35:27+00:00\" \/>\n<meta property=\"og:image\" content=\"\/\/www.g005e.com\/wp-content\/uploads\/2010\/03\/jerry-lopatka1.jpg\" \/>\n<meta name=\"author\" content=\"卡塔尔世界杯常规比赛时间 research\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cpa_trendlines\" \/>\n<meta name=\"twitter:site\" content=\"@cpa_trendlines\" \/>\n<meta name=\"twitter:label1\" content=\"written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"卡塔尔世界杯常规比赛时间 research\" \/>\n\t<meta name=\"twitter:label2\" content=\"est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"article\",\"@id\":\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/#article\",\"ispartof\":{\"@id\":\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/\"},\"author\":{\"name\":\"卡塔尔世界杯常规比赛时间 research\",\"@id\":\"\/\/www.g005e.com\/#\/schema\/person\/70003c21b905f4c1c310d3b42f1b2149\"},\"headline\":\"43 steps to gold-plated client service\",\"datepublished\":\"2010-08-17t12:33:15+00:00\",\"datemodified\":\"2024-11-20t02:35:27+00:00\",\"mainentityofpage\":{\"@id\":\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/\"},\"wordcount\":564,\"commentcount\":2,\"publisher\":{\"@id\":\"\/\/www.g005e.com\/#organization\"},\"image\":{\"@id\":\"\/\/www.g005e.com\/2010\/08\/17\/43-steps-to-gold-plated-client-service\/#primaryimage\"},\"thumbnailurl\":\"\/\/www.g005e.com\/wp-content\/uploads\/2010\/03\/jerry-lopatka1.jpg\",\"keywords\":[\"client\",\"client satisfaction\",\"client service\"],\"articlesection\":[\"outlook &amp; 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