and dozens of possible answers! at a recent staff workshop, there was a brainstorming session to answer some key questions about what constitutes excellence in client service. four questions were placed on the table: 1. how can we make it … continued
developing excellence in client service requires a change in organizational culture. and culture change is very difficult. as valuable as a brainstorming session might be in shaking loose new ideas, kevin phillips, director of consulting services at prohorizons network inc. … continued
take this quick, 10-question quiz to find out. do you seek out opportunities to learn new things that will help your clients overcome their most difficult challenges? selling value-creation advisory services is truly a slam dunk with most modern business … continued
demographics shifts aren’t just about staffing. clients are changing too. [youtube]s1twrphnimy[/youtube] when it comes to bridging the generation gap, most accounting firms focus on what it means for their staff and their own firms. but there’s another dimension to the … continued
four ways to prove you’re serious about customer satisfaction. by steve erickson www.steveericksonllc.com most partners in cpa firms tell me that client service is one of their primary concerns as work is often delivered at the 11th hour before a … continued
never lose a client again. how do you dazzle a client these days? add your ideas in comments with client retention replacing the staffing shortage as the most troublesome issue facing cpa firms, it may be surprising that so few … continued
you know the type.
they’re the clients that keep you awake at night, bother you on weekends, and drive your staff crazy. they’re the clients you’d rather you didn’t have. wouldn’t it be great to dump them and make them some other accountant’s problem?
but how do you spot a problem client before they swell into a catastrophe? arvid mostad, president of mostad & christensen, a supplier of marketing materials to accounting firms, outlines 15 habits of bad clients: read more →
don’t wait until the end of the year to find out how well you are serving clients.
by august aquila
you can ask clients at the end of the year about how well you met their expectations, but that does not give you any time to change your current modus operandi before year-end.
a better way is to have leading measures that tell you how you are doing during the course of the year.
let’s look at eight. read more →
helping a retailer client by looking beyond accounting. [editor’s note: we’ve been asking accountants what “client-centric” means to them. here’s one of the many pithy answers we’re getting. send yours to editor@m.g005e.com, or use comments.] by june ball, cpa owner, … continued
what big firms can learn from sole practitioners and small firms. “the best independent practitioners have a singular focus on helping their clients achieve their goals,” according to andrew sobel, author of the exemplary “all for one: ten strategies for … continued
believe it or not, as “basic” as some client service procedures are to some, they are very unique to others.
that’s especially true with accountants who have been content for far too long to do business on the golf course or wait for the phone to ring with repeat or new business, according to scott cytron, who runs a marketing agency for accounting vendors.
let’s face facts, he says: in today’s business environment, those who wait for the phone to ring aren’t going to survive for the long haul.
according to scott, here are a few client retention strategies that should not be overlooked: read more →
issue no. 1: get marketing again. [jwplayer mediaid=”51968″] randy johnston, executive vice president of the hutchinson, kan.-based network management group inc., places “marketing services” at the top of his list of issues for cpa firms, followed by client retention strategies … continued
thomson reuters’ jack larue says many accountants may be intimidated by the rate of change in technology. as a result, they do nothing. here, larue explains a simple first step to get started. when jack talks, people listen. he has … continued