Tuesday, January 7th, 2020

Unexpected and Helpful Ways

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Richard Branson

How are you serving your clients in helpful and unexpected ways?

Have you ever thought about it? I bet you give a brand new client significantly more attention than you do a long-time, loyal client.

Clients really don’t expect anything unexpected from their CPA. If you do something helpful and unexpected they might just recommend you to some of their friends.

Just a few ideas:

  • Send a greeting card on their birthday. Even an email will do.
  • Send a congratulations card when a child graduates from high school or college.
  • Send a thank-you for “allowing us to serve you” card at the end of an engagement.
  • Drop off a pumpkin pie a few days before Thanksgiving.
  • Keep them updated on significant changes such as the minimum wage increase.

…. and I know you can add a lot more items to the list.



  • "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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