There is a common misconception that accountants sell their time and that this is what clients are buying from them. Certainly many accountants still think in terms of the time they spend working on a client’s affairs. But ‘time’ is rarely what clients think they are buying, explains Mark Lee.
Most of all clients generally want ‘peace of mind’ from their accountant. And this requires that they can have confidence in their accountant to do all that is required on their behalf. Such confidence requires that they trust their accountant. Can your clients afford to trust you? They will certainly remain your clients for longer if they can trust you than if their trust is violated.
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- Promises, promises
- The implied promises
- Clients’ assumptions
- Business surveys
- Breach of trust