The most common reason directors give when agreeing to meet a rival professional adviser isn’t quality of work, but a lack of interest in their business.
Clients are loyal to accountants who understand their needs and meet or exceed their expectations. Can you honestly say you know what your clients expect and how they value your service?
Unless you have carried in-depth research the answer is no. To many accountants client care is a card at Christmas. In practice it is one of the most effective accountant’s marketing tools.
Show your clients you care
Client care research benefits your firm:
1) Improve Client Retention
Identify client concerns before they become problems. Demonstrate your commitment to providing the best possible service by identifying their needs and expectations.
2) Identify New Revenue Opportunities
Find out what other support your clients need. Increase revenue through identifying new billing opportunities.
3) Measure client Satisfaction
Identify strengths and weaknesses and measure client satisfaction across key services, client managers and departments.
Your clients will be loyal to you if you deliver value in a way that is meaningful to them. Client care isn’t sending Christmas cards in December or impersonal, template newsletters. Independent client research will unearth the issues that your clients find awkward to discuss with you directly.
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