Thursday, March 22nd, 2018

It’s The Little Things That Keep Clients Coming Back

“One person can make a difference, and everyone should try.” John F. Kennedy

The bathroom facilities at Disney Parks are clean. It’s not a profit center. They don’t make them clean because they’re going to charge you to use them. They make them clean because if they didn’t, you’d have a reason not to come.

Take this thought process inside a CPA firm. Your clients judge you on little things. That is why the work is reviewed, reviewed again and again. The content of the tax return, financial statement, or other report being delivered to the client must be absolutely accurate.

The client assumes you are accurate in your work. That is why they hired a CPA in the first place. You know how to do things they do not know how to do. They assume you know accounting, tax, estate planning, profitability consulting, etc. if you offer those services. They judge you on the little things.

The client will judge you on:

  • A smudge on a page of their financial statement.
  • A crooked label affixed to an envelope.
  • Misspelling their name!
  • Sending something to the wrong mailing address.
  • Misspellings in emails.
  • The appearance of your office.
  • The way they are treated by your Director of First Impressions.
  • Not offering to hang up their coat.
  • Not offering them beverages.
  • Not having tissues available in the lobby.
  • Not returning their emails and phone messages quickly.

And, the one many of us have done but just hate it because it happened – sending an organizer or correspondence to someone who is deceased!

Why do you want to pay special attention to all these little things? If you don’t it might give them a reason not to come back.

  • "Be faithful in small things because it is in them that your strength lies."
  • Mother Teresa

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