By Rob Nance, Publisher - How many accountants do you know who suffer from the "I'm the technician" syndrome? You know what I mean, those types who shun everything to do with customer service and client communications, but are most likely excellent at the actual technical work. Most accounting firm partners tell me it's OK to have a few people like that, but they don't want too many of that type.
I am reminded of this mentality every time I go to a medical office. I'm glad they've got the technical part down--that's what I need and that's what I'm paying for. However, timely and effective customer communications would make me feel better about spending the time and money there!
My point in all of this? Think like our customers on a daily basis. What are they thinking? What do they expect? How are we communicating with them?
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