Tuesday, March 5th, 2019

They Are Not The Enemy

“Always forgive your enemies; nothing annoys them so much.” – Oscar Wilde

Have you ever overheard some of your peers talking negatively about a client? Have some team members verbally ridiculed some of the firm’s clients? Do people in the firm often complain about certain clients?

Are clients ever blamed rather than helped?

Yes, clients can sometimes be very frustrating. As tax deadlines approach the stress increases and clients who are tardy supplying their tax information seem to become the enemy.

What if you reached out to them and tried to understand why they are struggling with compiling their information? What if you offered more detailed services to keep them on track throughout the year? Are there some personal issues the client is undergoing that might contribute to their challenges? Dig into the problem and look for unconventionalĀ solutions rather than complaining.

Leaders need to set an example and guide the team. Let them know that negative comments about clients are not part of your culture. Encourage ideas from the team on how to make things easier for clients. Their job is to help – the client is not the enemy.

If they are truly the enemy – they shouldn’t be a client.

  • "I do not destroy my enemies when I make them my friends."
  • Abraham Lincoln

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