Tuesday, June 1st, 2021

Surprise Them

“The biggest room in the world is the room for improvement.” – Harvey Mackay

If you want to retain clients, you need to really get to know them. I don’t mean getting know what services they want and need from your firm. I mean getting to know them as a person.

We have just been through graduation season for high school and college students. Do you know if your clients have a child (or grandchild) graduating this year? If so, did you surprise them by sending a congratulations card to the client acknowledging how proud they must be of their student?

Are some of your clients devoted fans to a sports team? Have you ever surprised them with a coffee mug, a hat or tee shirt for that sports team?

American businessman and author, Harvey Mackay, required his salespeople to find the answers to 66 Questions about each customer. You can see it here.

Maybe it is time for you to develop a similar questionnaire that is appropriate for your accounting firm and ask each relationship manager to discover more about the firm’s clients. Then use it to surprise them.

  • "Good habits are as addictive as bad habits, and a lot more rewarding."
  • Harvey Mackay

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