Accountants Client Care Research
If you've been in practice a few years you expect to loose a client from time to time. Sometimes it's inevitable, clients retire or get bought out.
But it still hurts when a Grade A client jumps ship to work with a rival. Especially when you know you could have done more to keep them aboard.
The problem is by the time you take the dreaded phone call there's little you can do to salvage the relationship.
Imagine the difference it would make if you had an early warning system. Think of the clients you could save if you heard of clients' issues before they became problems, client's moans before they look around.
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.
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
Your clients will be loyal to you if you deliver value in a way that is meaningful to them? Client care isn't sending a Christmas card in December or impersonal, template newsletters. Independent client care research will unearth the issues your clients find awkward to discuss with you directly.
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