Category: Clients

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Turning client complaints into compliments

Employees frequently concentrate on the positive side of their conversations with clients, and often fear management disapproval if a complaint comes to light. This can often hinder what otherwise might have been healthy and useful criticism. Complaints can show a firm what needs to be changed, so accountants should work...

Feedback 0

Client satisfaction surveys

Very few firms have ever formally survey their clients, and even fewer have a plan to solicit feedback on an independent firm-wide basis. Some of the reasons given by accounting firms include: “The feedback won’t tell us anything we don’t already know.” “Now isn’t the right time.” “We’re too busy...

Credit control by phone 0

How to secure an appointment

Ideally, at some point after speaking with a prospect they will suggest a meeting, but it is more likely that you will take the initiative. Don’t rush, and don’t push! You should take the attitude that the benefit will flow from yourself to the prospect, not from the prospect to...

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Preparing for client interviews

Before embarking on an interview program, here are some preparation tips that help ensure success: Select the clients that warrant a personal interview. Ideally, these should be your largest clients or the ones that have the highest future growth potential. Develop a profile for each client you plan to interview...

asking questions 0

When does a client consider changing firms?

The period of time during which a client is open to the idea of changing accountants is a window of opportunity for your firm. Generally, this window has two stages: The passive window of opportunity, when a client is not actively seeking a new accounting firm, but is open to...