{"id":6357,"date":"2010-03-15t15:59:50","date_gmt":"2010-03-15t19:59:50","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=6357"},"modified":"2015-10-23t03:47:04","modified_gmt":"2015-10-23t07:47:04","slug":"six-ways-to-save-a-client-today","status":"publish","type":"post","link":"\/\/www.g005e.com\/2010\/03\/15\/six-ways-to-save-a-client-today\/","title":{"rendered":"six ways to save a client today"},"content":{"rendered":"<p><strong>local accounting firm redefines &#8220;r&amp;d&#8221; for client retention  and business development. how to keep clients happy and build  your\u00a0business.<\/strong><br \/>\n<em> <\/em><\/p>\n<p><em>by rick telberg<\/em><\/p>\n<p><!--newsletter content starts here-->at  most companies, \u201cr&amp;d\u201d means \u201cresearch and development.\u201d but  at dugan &amp;  lopatka cpas in wheaton, ill., every staffer knows it  means client \u201cretention  and development,\u201d as in <em>business <\/em>development.<\/p>\n<figure id=\"attachment_6362\" class=\"thumbnail wp-caption alignleft\" style=\"width: 110px\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6362\" title=\"jerry lopatka\" src=\"https:\/\/cpatwpe.s3.amazonaws.com\/cpatrendlines\/wp-content\/uploads\/2010\/03\/jerry-lopatka1.jpg\" alt=\"\" width=\"110\" height=\"127\" \/><figcaption class=\"caption wp-caption-text\">lopatka<\/figcaption><\/figure>\n<p>like many firms faced a couple  years ago with the credit crash and  ensuing great recession, dugan &amp;  lopatka\u2019s attention was wrenched  from landing new clients to serving the  clients they already had. \u201cwe  started a renewed focus on client retention and  business development,\u201d  according to managing principal jerry lopatka, who  dropped me a line in  response to \u201c<a href=\"\/\/www.g005e.com\/2009\/09\/21\/do-you-know-the-secrets-of-happy-clients\/\" target=\"_blank\">do  you know the secrets of happy\u00a0clients?<\/a>\u201d<\/p>\n<p>dugan &amp; lopatka has 45  people, including nine principals. it  specializes in the usual small- and  medium-size business lines \u2014  manufacturing, distribution, real estate and  construction. this tax  season, they\u2019ll probably do about 750\u00a0returns.<\/p>\n<p>today, what the firm abbreviates  as \u201cbiz r&amp;d\u201d \u201cis a daily focus  for all of us,\u201d lopatka\u00a0says.<\/p>\n<p>the firm\u2019s \u201cbiz r&amp;d\u201d program  contains six building blocks, which  may be intuitive for many and familiar to  anyone who has studied  relationship marketing or consultative\u00a0selling:<\/p>\n<p><strong>1. going the extra mile on the current  engagement.<\/strong><\/p>\n<blockquote>\n<ul>\n<li>conducting extra analysis using business-intelligence  tools  like\u00a0bizbench.<\/li>\n<li>bring the project in earlier than promised.<\/li>\n<li>or hand-deliver reports and discuss in person.<\/li>\n<\/ul>\n<\/blockquote>\n<p><strong>2. increasing the amount of client contact.<\/strong><\/p>\n<blockquote>\n<ul>\n<li>visit at every opportunity.<\/li>\n<li>schedule business meetings near mealtimes to  grab some extra  quality time over a nice meal.<\/li>\n<li>invite the client into the firm\u2019s office.<\/li>\n<\/ul>\n<\/blockquote>\n<p><strong>3. building the business relationship.<\/strong><\/p>\n<blockquote>\n<ul>\n<li>help the client network with your other clients.<\/li>\n<li>offer free seminars for the client\u2019s staff.<\/li>\n<li>refer new business to the client.<\/li>\n<\/ul>\n<\/blockquote>\n<p><strong>4. building the personal relationship.<\/strong><\/p>\n<blockquote>\n<ul>\n<li>understand their goals in life and business.<\/li>\n<li>get hard-to-find tickets to big games or shows.<\/li>\n<li>remember birthdays and anniversaries.<\/li>\n<\/ul>\n<\/blockquote>\n<p><strong>5. increasing knowledge of the client\u2019s  industry.<\/strong><\/p>\n<blockquote>\n<ul>\n<li>read the same trade journals they do.<\/li>\n<li>learn all you can about their competitors.<\/li>\n<li>join them at trade shows.<\/li>\n<\/ul>\n<\/blockquote>\n<p><strong>6. increasing knowledge of the client\u2019s  company.<\/strong><\/p>\n<blockquote>\n<ul>\n<li>spend time with the junior managers.<\/li>\n<li>understand the company\u2019s power structure.<\/li>\n<li>meet the boss.<\/li>\n<\/ul>\n<\/blockquote>\n<p>of  course, the firm\u2019s leadership knows that the \u201cr&amp;d\u201d plan would  mean nothing  without support from the staff. so they launched it at a  firm-wide meeting,  tied it into training consultant <a href=\"http:\/\/www.therainmakeracademy.com\/meet_our_team.php\" target=\"_blank\">troy waugh\u2019s <em>five  star client service model<\/em><\/a>.<\/p>\n<p>on  top of that, lopatka nudges them with an early-morning daily  e-mail. by the  time you read this, the firm may be posting those notes  on a blog, open to  clients and prospects. check their <a href=\"http:\/\/www.duganlopatka.com\/\" target=\"_blank\">web\u00a0site<\/a>.<\/p>\n<p>is  all the effort worth it? what\u2019s the roi,  every cpa asks.  \u201ci can\u2019t quantify it,\u201d lopatka admits. \u201cbut i\u2019m afraid  what to think if we  didn\u2019t have the\u00a0program.\u201d<\/p>\n<p>\u201cwe try, but we can always do better,\u201d he says. \u201cas  i often tell our  employees \u2014 our good clients are on our competitor\u2019s radar\u00a0screen.\u201d<\/p>\n<p>let that be fair warning to dugan &amp; lopatka\u2019s  competitors,  as\u00a0well.<\/p>\n<p><strong>are they on the right track? <\/strong>dugan &amp; lopatka is  one of many firms<strong> <\/strong>pioneering new techniques and   strategies for successful cpa firm management. what\u2019s working at your  firm? <a href=\"mailto:rickt@www.g005e.com?subject=r%20and%20d.....\">tell   me and we\u2019ll share the best\u00a0ideas<\/a>.<\/p>\n<h6 style=\"text-align: center;\">copyright 2010 aicpa.<\/h6>\n<div class='shareinpost'><ul 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your\u00a0business. by rick telberg at most companies, \u201cr&amp;d\u201d means \u201cresearch and development.\u201d but at dugan &amp; lopatka cpas in wheaton, ill., every &hellip; <a href=\"\/\/www.g005e.com\/2010\/03\/15\/six-ways-to-save-a-client-today\/\">continued<\/a><\/p>\n","protected":false},"author":9,"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":[1905,5],"tags":[99,85,79,216,1081,936],"class_list":["post-6357","post","type-post","status-publish","format-standard","hentry","category-clients-and-service","category-outlook","tag-client","tag-firm","tag-marketing","tag-sales","tag-satisfaction","tag-service"],"acf":[],"yoast_head":"<!-- this site is 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