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

Aug 5
This webcast will focus on accounting and disclosure policies for various types of consolidations and business combinations.
Aug 20
In this session we'll review best practices for how to generate interest in your firm’s services.
Aug 21
Meet budgets and client expectations using project management skills geared toward the unique challenges faced by CPAs. Kristen Rampe will share how knowing the keys to structuring and executing a successful project can make the difference between success and repeated failures.
Aug 28
Excel spreadsheets are often akin to the American Wild West, where users can input anything they want into any worksheet cell. Excel's Data Validation feature allows you to restrict user inputs to selected choices, but there are many nuances to the feature that often trip users up.