We have heard that in the accounting industry there is often a disconnect with client communication.
As an accountant, part of the services that you provide is communication with your clients. This may be communication about the ways they will need to access data and information you send to them. Communication about moving your firm to upfront pricing, due to engaging a new piece of software like Ignition. Communication about having to use two-factor authentication going forward, or as a matter of fact, any type of changes that are made within your business.
It’s important to communicate and educate your clients about anything that relates to them and their business (whether it’s something they need to do or something that you can do on behalf of their business).
Effective client communication will not only make you stand out from other accounting firms, but it will also enhance the overall function and operational excellence of your client’s business.
Every time a client contacts you, even if they’re contacting you for a complaint because they can’t get a code or they can’t access a document, use it as an opportunity to communicate with this client and build a deeper relationship. Just a simple ‘I’m sorry you’re experiencing this issue, let me sort it out. But by the way, while I’ve got you on the phone… How are things going? How’s business? How’s life?’ will change everything.
A simple client conversation like this will assure your clients that you care about them, and will deepen the relationship, which will encourage them to ask you for more help with their business when they need it (which means additional revenue for you!).
So, next time your client calls you with a complaint, turn it around, and ask them how they’re doing, and see how your relationship with them will change for the better!
If you have any questions, or would like to find out how Clarity Street could help your accounting firm, get in touch with us, or book a meeting here.
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Clarity Street was conceived from years of engaging with Accounting firms on a daily basis and a constant desire to make Accounting firms & SME’s more efficient and profitable.