Monday, September 26th, 2022

Awesome Client Service

“The best way to find yourself is to lose yourself in the service of others.” – Gandhi

I have often written and spoken about awesome client service. What does it mean inside your CPA firm? Do your older accountants understand it much better than your younger accountants?

Seth Godin recently did a blog post about White Glove Service. Here’s an excerpt.

Good service meets expectations. It is the fulfillment of a promise to the customer.

White glove service goes far beyond that. It is designed to surprise and delight. It creates a connection with the recipient that goes beyond a simple transaction already paid for. It is a signal of care and respect, of gratitude and abundance.

He also mentions that sometimes “white” glove service slips and becomes “gray.” Don’t let this happen at your firm.

I sometimes observe that inside a CPA firm, especially as important due dates approach, the staff (and partners) complain loudly about the clients being tardy submitting their information. Service might slip into the gray area. Remember, if you make a small mistake (like misspelling their name or getting the wrong address), they think you might be making mistakes on their tax return or financial statement.

I like to refer to the Ritz Carlton motto: “We are ladies and gentlemen serving ladies and gentlemen.”

If you are ladies and gentlemen (and I know you are), get rid of the clients who are not.

  • "Catch on fire with enthusiasm and people will come and watch you burn."
  • John Wesley

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