Some firms ‘get’ customer care and others don’t. Paul Shrimpling offers real life examples of both and explains how it can make or break your firm.
Your customer care processes will make or break your firm. If clients aren’t happy with the service you’re providing, they will go elsewhere, so it pays to ensure they are satisfied. I’m going to illustrate my point using some real life examples – I call it the ‘Four Funerals and a Wedding’ lesson.
Below are four tales of woe about real customer care breakdowns between accountants and their clients (the funerals) and one tale of success (the wedding). They were all related to me by one business owner.
“The first accountancy firm were chartered and reco...