Everyone wants to feel they are an important client. yet the reality is that most feel that they are treated indifferently and must pay for the privilege of excellent customer care. So what’s the payoff from delivering a great client experience?
Simply put, happy clients tell other people, which is extremely important in the world of crowdsourced reviews and social media. Referrals should follow, growing client base and bottom line.
Consistency is the challenge to delivering a great client experience, especially if your firm has multiple locations. Will a client in one office receive the same treatment as a different client in another location?
To ensure consistent and excellent customer care, consider these seven questions:
1. Does the client feel they have taken a step up doing business with your firm? Individuals and business owners have plenty of choices when selecting an accounting firm. It’s human nature to want to feel they are working with the best. Is your reception area decorated with awards the firm has won? Framed published articles? Photos taken at community events with community leaders? Clients place a high value on confidentiality, yet everyone wants to work with a winner.
2. Do clients feel valued? When you fly American Airlines, the last words you hear before exiting the plan are: “Thank you for flying on American. We realize you have a choice in air travel.” Are clients warmly greeted upon arrival and made to feel comfortable? Do your staff members project a professional appearance and pride in their work?
Holding incoming calls during client meetings shows that you place high value on your client’s time, as they do on your undivided attention. Make sure that you give the client ample time to talk and explain why their particular situation is unique. You may feel you know the solution after the first few seconds of conversation, but they want to feel you have thought long and hard before offering advice.