Whether your firm operates with clientele across many oceans, or with a smaller population in a mellow pond, it is always of the highest importance to stay connected with your clients.
A recent study was done about customer service (client/consumer interactions), and it showed that 70 percent of customers said they were at least somewhat unhappy, if not completely unhappy, with their providers. Meanwhile, 80 percent of the providers thought they were doing an excellent job.
That is a huge disconnect in the world of CPAs and other service providers, who naively believe that they are meeting their clients' needs.
CPAs need to refine the client experience in a way that acclimates to the environment we work in today.
Back in the day, CPAs could put their qualifications and services out there like bait for a pool of clients to grab hold of. Now, between Facebook ads and the smartphone takeover, we are constantly competing for the attention of our clients.
Every client is coming to you with these three essential questions — which they may ask directly or think to themselves — but is certainly bringing up such concerns:
1. Does this CPA really understand my needs?
Of course, there’s the obvious answers of what services CPAs can provide their clients: a financial statement or a tax return. But chances are, that isn’t the rawest form of their wants and needs.
About Salim Omar
Salim Omar is the author of The Million Dollar CPA Firm. He is also a successful business owner of Straight Talk CPAs, an accounting firm, and President of CPA Marketing Genius. He has a passion for helping CPAs engage in personal growth and professional development. While he is not working he enjoys trying an eclectic fare from an Indian restaurant or catching up on some reading on the Florida coast.