TOP TIPS OF THE MONTH
WHAT DO YOUR CLIENTS REALLY WANT?
A recent survey of professional firms highlighted that “clients want firms to understand and meet their needs more effectively, but are clear that emphasis on “promotion” is not the way to achieve it. More listening, closer relationships and off-the-clock investment are better marketing and provide the real differentiation so many clients want to see.”
Unfortunately, most small to medium sized firms are flat out just doing compliance and tax planning work for their clients. They would like to talk with their ‘A’ and ‘B’ class clients more and service them better, but just don’t have the time.
How do you rate with your clients? When clients are asked to rate their accountant from -10 (poor) to +10 (excellent), most firms rate as relatively professional, interested and supportive, but are not always as PROACTIVE as clients would like. (Business Aptitude survey data)
When was the last time you spoke with your ‘A’ and ‘B’ class clients? Do you know what their business issues are? Do they know what advice you can provide? Have you considered that more time with clients also means more satisfied clients, more fees for the firm and more referrals?
Some hints for better managing client expectations:
1. Ensure that your clients understand scope of work with clear and simple engagement letters. Be clear in relation to how fees are calculated. Provide a fee range if possible.
2. Ask the client for feedback on the level of service and how it could be improved. Don’t be afraid to get feedback, your clients will thank you for the opportunity.
3. Set ground rules for client communication. Be the first to communicate the client, not just responding to client queries. Be responsive, but not reactive.
4. Inform the client of any change in scope of work or fees before they receive the invoice, not afterwards. Ideally, tell them when you know scope of work has changed.
5. Practice active listening skills with your clients. Ask them about their personal and business financial matters.
If you would like to improve the professional relationship with your clients, take a look at our new training program, "Managing Client Expectations".
In this course we discuss what clients expect from your firm and how to handle these expectations.
Firstly, client demands and interruptions are huge time management problems and need to be dealt with effectively so that you achieve huge time savings but still keep the client happy. And secondly, it is the lack of time and capacity which is preventing us from being proactive and giving our clients more of the services they want and need from us.
If you are better able to manage client expectations, rather than having them manage you, then you will have more time to do the things that are important for both the firm and clients.
The aim of this course is to give you a better understanding of what clients want.
1. Know what clients expect from your firm
2. Key actions to handle client expectations
3. What to do when things go wrong
4. Handle client issues more proactively
The program comes in CD-ROM format and incorporates an audio powerpoint presentation for individual or group presentation, a workbook and supporting documents.
The fee for this program is $165 (including GST). The program comes with a money back guarantee (return the program within 14 days of purchase and we’ll return your fee, no questions asked). Click Here for more information on managing client expectations.
If you would like to purchase this program, or other programs in our series “TAKE CONTROL OF YOUR TIME, CLICK HERE for further information or contact us on 1300 883 789. All of our training programs are designed by accountants for accountants.
Developed by Business Aptitude, leading Practice Management Consultants and Trainers to Accountants. For further information, go to www.bizaptitude.com.au
