Tuesday, August 21st, 2018

Client Service

“There are two paths, really: “I will serve just enough to make the maximum profit” or “I will profit just enough to provide the maximum service.” – Seth Godin

Managing an accounting firm means juggling a lot of balls.

I have observed that often, firm leaders permit client service to gradually slip down the list of priorities.

New clients get so much attention. They are courted throughout the pursuit process. They receive lots of information from the firm. They are continually in touch with the partner assigned and several other team members who are serving them. Their calls are always taken or at least returned within a couple hours. They are special and you want them to feel that way.

Often, long-term, loyal clients seem to be forgotten. Of course, they receive good service during the annual engagement. But how often do you “touch” them throughout the year? Do they get recognized because they always pay on time? Do they receive links to articles about their industry from you? Does the firm acknowledge special life events for clients like a child’s graduation or marriage?

I have modified an old saying for you – – – “Get new clients but keep the old, one is silver and the other is gold.”

  • "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."
  • Sam Walton

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