Better Client Service With Better People

Service is about adding great people to implement "ideas". We experience service at three levels. Unfortunately, the most common level of service is indifferent service. Service providers not looking at you, not listening to you and not caring about you exemplify indifference. In America, this level of service is too often the norm. The lowest form of service is actual rudeness.

At the peak level of service, a client feels welcome. What can you do to improve the level of service in your firm? Here are a few tips:

Show concern to everyone you encounter. Demonstrate your caring in as many ways as possible. For example, select a few important dates and remember your client. Everyone sends holiday cards. Why not send valentine cards, birthday cards or client anniversary cards. Or better yet, make phone calls and leave voice mails.

Listen to your clients more. Listening is the highest form of respect. When you listen to your client, play back what you hear. Ask questions for understanding. Many people can use a refresher on good listening skills.

Develop your firm’s creativity. The ATM, cheese doodles and Post-it-notes were all the result of open-minded people responding to customer needs. Creativity precedes innovation. Creativity keeps our services fresh and relevant. Creativity fosters loyalty.

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Upcoming CPE Webinars

Jul 23
We can’t deny a great divide exists between the expectations and workplace needs of Baby Boomers and Millennials. To create thriving organizational performance, we need to shift the way in which we groom future leaders.
Jul 24
In this presentation Excel expert David Ringstrom, CPA revisits the Excel feature you should be using, but probably aren't. The Table feature offers the ability to both boost the integrity of your spreadsheets, but reduce maintenance as well.
Jul 31
In this session Excel expert David Ringstrom helps beginners get up to speed in Microsoft Excel. However, even experienced Excel users will learn some new tricks, particularly when David discusses under-utilized aspects of Excel.
Aug 5
This webcast will focus on accounting and disclosure policies for various types of consolidations and business combinations.