Thursday, May 16th, 2019

Client Service and Technology

“The team at your firm needs to know how to provide excellent client service. It should be clear to them what the firm’s expectation is and that you enable each person to provide excellent client service.” – Randy Johnston

I believe that excellent, over-the-top, client service is your best marketing strategy. Your clients will brag about you to others because that kind of client/customer service is rare these days.

I usually visit two groceries on a regular basis. One is huge and offers everything you could possibly need in the grocery category. The other is also a chain but a small, specialized type. The large one offers self-checkout and a few full-service lanes are open even though they have numerous ones that are always closed. The smaller one has no self-checkout. The clerks in the large one rarely talk to you and almost never smile. The clerks in the smaller one are always friendly, talkative and helpful. The large one has cheaper prices. The smaller one is usually slightly higher in price. Which one do I visit the most? You guessed it. Friendly, caring, engaging customer service out-weighs pricing.

Today,  am sending you to an article by Randy Johnston via CPA Practice Advisor. He gives us lots of technology tools to help with awesome client service.

He notes: But most of you who have been in business for a while recognize right away that there is a difference between academic smart, book smart, certification smart, common sense, clever, innovative and practical. 

And: How can we use technology to enable great client service? First, we should define what we want as our client service deliverable. Technology tools can make each client service interaction easier, more seamless and professional.

 

  • "Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans."
  • Ken Blanchard

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