Thursday, December 17th, 2020

Client Service

“Success isn’t a result of spontaneous combustion. You must set yourself on fire.” – Arnold Glasow

All accounting firms say that they provide good client service, great client service, or even awesome client service. Awesome is the goal. Few reach it.

Client service is made up of some big things (like accuracy when it comes to their taxes or projects). It is also made up of many small things. That is why I have always stressed to my clients and readers…. the little things can make the biggest difference!

If a client has to call you to check on the status of their tax returns, that is poor client service. You should be calling them. If they have to call more than once, word will spread about the firm’s lack of urgency. People like to talk about bad service more than they like to talk about good service.

Getting work out the door means it can be billed and that enhances the firm’s cash flow.

In the “old days” we had to search to find where a client project had stalled. Now, with document management systems, you can easily see where there are backlogs. You can tell where things get stuck.

Too often, staff are pressured to get the work completed. It goes to the manager or partner for review and it might languish for weeks! Then it becomes a fire drill for admin.

This is a sad story that is repeated day after day, year after year in accounting firms. Don’t let it happen in your firm. It will not get you the reputation for providing awesome client service!

  • "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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