Stephanie Leon of Results Accountants' Systems presented a free, interactive workshop on AccountingWEB in which she explained several useful measures that you can take to ensure that your clients are well-served and content.

Among her suggestions are:

Step 1: Commit yourself to the project
Step 2: Assess where the business is at in terms of the present service level
Step 3: Determine your customers' needs
Step 4: Set performance standards
Step 5: Identify the moments of truth in the process of doing business
Step 6: Manage your business through the eyes of your customers
Step 7: Focus attention on your team members
Step 8: Train, then empower your team members
Step 9: Implement a feedback system
Step 10: Create a continuous improvement mentality

Workshop participants joined Stephanie in contributing several ideas as to how these steps can be performed successfully. Read the entire transcript of the workshop.