Tuesday, November 8th, 2022

What They Remember

“Life is for service.” – Fred Rogers

You deal with clients daily. Some clients are constantly using your services, and many clients you see just once a year. What do these clients think of your service? Do they think it is just routine, or do they think it is extraordinary?

Your job as a firm leader is to teach your team the difference between good and awesome client service. Just like you have a marketing plan, a sales plan, or a succession plan, you need a client service plan. You determine what would make the biggest impression on the client.

You want clients to think your service is memorable. Think about the best restaurant service you have ever experienced. I am sure it was memorable. When I think of customer service, I always remember an experience I had at a Ritz Carlton hotel in St. Louis. I have shared the story many times!

Develop a plan for your firm’s client service. What would make a CPA firm client say, “Wow!”? I know from the sessions I have had with staff members they can come up with many great ideas on how to make your clients say, “Wow!” Get them involved in creating your client service plan.

Will your clients’ stories about your client service be shared many times?

  • "Men are rich only as they give. He who gives great service gets great rewards."
  • Elbert Hubbard

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