{"id":8078,"date":"2010-08-17t13:33:31","date_gmt":"2010-08-17t17:33:31","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=8078"},"modified":"2015-10-23t03:47:01","modified_gmt":"2015-10-23t07:47:01","slug":"client-service-the-only-thing-that-matters-today","status":"publish","type":"post","link":"\/\/www.g005e.com\/2010\/08\/17\/client-service-the-only-thing-that-matters-today\/","title":{"rendered":"client service: the only thing that matters today"},"content":{"rendered":"
\"steve<\/strong><\/strong>
steve erickson, national consultant to cpa firms<\/figcaption><\/figure>\n

four ways to prove you’re serious about customer satisfaction. <\/strong><\/p>\n

by steve erickson
\n<\/em>www.steveericksonllc.com<\/a><\/p>\n

<\/em>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 deadline or they have failed to meet their client\u2019s expectations.<\/p>\n

extraordinary client service is achieved by communicating and agreeing on the mutual responsibilities of both the client and the accounting firm and then meeting or exceeding those expectations.<\/p>\n

too often these agreements and expectations are not defined and as a result clients develop expectations that are not realistic or understood by their accountants.<\/p>\n

i continue to be amazed at how few accountants ask their clients how they could provide them with better service and better value for fear of what they might hear.<\/p>\n

if accountants are really serious about client service they need to:<\/p>\n

1. <\/strong>make sure <\/strong>the client understands and agrees to the engagement plan and timing before starting the work.
\n2. <\/strong>communicate <\/strong>early and often as to the status of the engagement.
\n3. <\/strong>make staff aware of the engagement plan and their responsibilities to make sure it is accomplished.
\n4. <\/strong>maintain your \u201cgreat place to work\u201d culture.\u00a0 happy employees give much better service and greater value to your clients.<\/p>\n