Wednesday, September 15th, 2010
What are you doing tomorrow?
Today is September 15th, a huge due date for many CPA firm citizens and their clients.
During this crazy rush, how good was your client service? Professional services is a word of mouth business. Satisfied clients talk to people. Delighted clients talk to MORE people. My question to all team members inside CPA firms remains the same as it has been for decades….. did you make the client say (or think), “WOW!”?
My question to all CPA firm LEADERS is the same as it has been for decades…. do you, on a continual basis, make your team members say (or think), “WOW!”?
If you think that you and your team could do a better job of delighting your clients, now is the time, don’t wait. Tomorrow would be a good day to get started.
You might say, “we’ve been there, done that.” But, client satisfaction is an ever-evolving challenge and issue. Remember several years ago when you checked-in to a hotel and they provided FREE internet service? I bet you were delighted. Today, you EXPECT it. The same thing applies to your clients, what used to delight them is now an expectation. It’s time to uncover new delights!
So, even if you have examined client service before and you think you are doing a fairly good job, think about it again. Begin with getting the basics right. Ask your team what gets in the way of “getting the basics right.” Ask your clients to rate you on your level of success with client satisfaction.
I know… it’s September 15th and you probably are feeling like Scarlett O’Hara at the end of Gone With The Wind when she says, “I can’t think about that right now. If I do, I’ll go crazy. I’ll think about that tomorrow.”
What are you doing tomorrow? It is a perfect day to get started on how you will make your clients say, WOW!
- "One of the deep secrets of life is that all that is really worth doing is what we do for others."
