Monday, February 12th, 2018


“Behind every successful man is a proud wife and a surprised mother-in-law.” – Hubert Humphrey

If you want awesome, extraordinary clients maybe you should be providing awesome, extraordinary client service.

Most progressive CPA firms strive to provide top-notch client service. They are obsessed with accuracy but maybe not so much with timeliness.

Why not try some things that will surprise and delight your clients. They can’t tell if their tax return is technically correct – that’s what they hire you for. They trust that you are competent. They don’t expect much more.

I always ask, “What have you done to make your client say, ‘Wow!’?” It is the little things that make the biggest difference.

You’re very confident that you can have Bill’s tax return to him by next Wednesday. Tell him it will be ready next Friday and surprise him by delivering the final product two days early.

Little things….¬†when your clients drop off their tax information, have a small gift bag ready for them with a chocolate bar with the firm logo on it, a firm-branded¬†pen or Post-it pad, a wipe for their phone screens – whatever.

Have your team suggest other little things can be done to make clients say “WOW!”


  • "Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity."
  • George S. Patton

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