Monday, March 21st, 2016

There Is A Lot More Than Just Satisfying The Client

“If you want to make your dreams come true, the first thing you have to do is wake up.” – J. M. Power

Many years ago when I attended Accountants’ Bootcamp, I learned a whole lot about quality service and pleasing clients.

Satisfying the client is just the bottom of the Hierarchy of Satisfaction ladder.

You SATISFY the client – that’s that! You correctly prepare their taxes or financial statements.

Better yet… You EXCEED expectations. You do something they didn’t expect. Simple.

Better yet… You DELIGHT the client. Maybe you personally deliver their taxes.

Better yet… You make them say “WOW!” I always thought that was the goal, but there is more

Better yet… The client becomes a RAVING FAN. They talk about you and your firm with their friends and business associates.

Better yet… You create WAVES OF LUST. They want you (and your firm) no one else when they need help. Can there be more? – Yes!

The best – You are the ONLY ones who DO WHAT YOU DO the way you do it. Period.

Are you the ONLY ones? If not, make plans now to get that reputation. Provide a client service workshop for your entire team. Ask them what you, as a a firm, should be doing to better serve the client. Some of the things should be “over the top,” if you want to be the ONLY one.

  • "Success isn't a result of spontaneous combustion. You must set ourself on fire."
  • Arnold Glasow

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