10 ways to improve client relations
One of the main challenges facing accountants is their ability to empathise with their clients, to understand their problems, and to address any concerns before they become an area for dispute.
AccountingWEB is full of posts from concerned accountants, asking for advice on how to solve a delicate situation with a disgruntled client. The recent economic climate has only added to the potential for dispute as clients expect more from their accountants than maybe they have in the past.
There will always be the risk of misunderstandings between accountant and client, and even with the best procedures and people skills, at some time or other you will be faced with a dissatisfied client. The trick is to minimise the risk of this occurring.
Here are 10 steps that could help improve client relations, generate more referrals, and minimise the worry and risk of having an unhappy client.
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Client relationships
Excellent article and plenty of good advice in there about how to minimise the risk of a client becoming unhappy with your firm / service. It's given me a few ideas regarding some procedures to resurrect as a standard, such as client satisfaction surveys.
As the saying goes in the service sector......"people buy people". If the client likes you and the way you deal with the affairs, price doesn't become such a big factor.......although there are always those who just love to haggle!!
Nice one son let's have another one.
@Jason - I totally agree with not taking on bad clients because they force out good clients but firms should price the client, not the job.
I also recommend a slightly different approach with the scoping of the services. Do this WITH the client rather than FOR them in an engagement letter. You need to get their emotional buy in. Take time engaging clients and firms will avoid 99% of hassle and normally get higher fees from day one.
Bob Harper
Portfolio Marketing