Wednesday, September 25th, 2019

Commitments Rather Than Mission Statements

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

I enjoy reading Jeffrey Gitomer’s thoughts, rants, and raves: books, articles and information on his website. If you are not familiar with him, he is a sales guy who has a whole lot to say about business and much of it strongly applies to CPAs. 

Here’s some information, from Gitomer, about client service.

Are you having a fall retreat? Are you going to talk about client retention? It’s a big management concern for CPA firms. It is much more difficult to bring in a new client than it is to retain old ones.

Don’t use your valuable time at a retreat to talk about things you will never do (or live-up to). Focus on the absolute truths you are willing to commit to in relation to serving your clients. I agree with Gitomer in that most mission statements are B.S. Define your future actions on what you REALLY intend to do, not what you wish you could do. 

As Gitomer states, “You might want to compare this list of commitments to what you are doing in your company with and to your customers. And you may want to TRASH your self-serving mission statement that NO ONE could recite even if someone was pointing a gun at them.”

Here are a few items from his customer promise and commitment list. 

We will be friendly.
We will be professional.
We will have what clients want when they want it.
We will answer the phone on the second ring with a live person.
We will be easy to do business with.
We will keep you informed as we progress.
We will recover memorably when an error occurs.
We will kiss ass and we will do it with a smile.
We will lead by example – always walking our talk.
and on and on….. 

Organize a lunch and learn session with your team and add to this list. What are you willing to do? Determine it and then DO THINGS!

  • "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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