Customer service is absolutely critical to the success of any business. This is especially true in the case of accounting firms, as accounting and tax preparation is essentially a service oriented business. The importance of good customer service will only grow with time.
Great customer service delivers outstanding benefits in the form of better customer retention, higher client referrals, excellent word-of-mouth publicity, enhanced market reputation and ensures that you get paid on time.
Let’s talk about how your accounting firm can deliver outstanding customer service, time and time again.
Tip #1: Optimize Your Resources
One of the first things you should do to deliver great customer service is to optimize the resources and the potential of your accounting firm. You should make a quick calculation of what you have to offer, know your limitations and never over extend yourself as a business. The key to great customer service is to be realistic and not to promise what you cannot deliver.
Tip #2: Train Your Staff to Offer a Great Service to Clients
As said earlier, accounting is very much a service oriented business, which means clients are looking for a firm that gives them the time of the day, makes them happy and is honest about what they can do and cannot do. Train your team members to treat your clients like royalty – not just a select few high value clients, but all clients.
Tip #3: Communicate Effectively
Communicate with your clients, interact with them on a constant basis and keep them updated about any changes in accounting rules and so on. Make full use of what technology has to offer, such as video calling, email, phone and instant messaging. Keep your most important clients on your speed dial and make sure that their concerns are taken care of in quick time.
Tip #4: Make Sure that You are Always Available to Your Clients
The key to quality customer service is to be there for your clients whenever they need your services. With cloud accounting services such as QuickBooks hosting, you can access your clients’ files round the clock, no matter where you are currently. This allows you to attend to your client’s calls even when you are on a vacation in Thailand. Clients really appreciate such extraordinary service and will be sure to send more work your way. This is the way to grow your accounting business.
Tip #5: Be Positive
Appreciate your clients, thank them for their business and always be enthusiastic and positive in their presence. And yes, don’t hesitate to smile. You will have to deal with irate clients from time to time. Train your team members never to raise their voice against clients, regardless of the situation. Always maintain a sunny attitude to life.
Tip #6: Ask for Feedbacks
Ask your clients for feedback about your services and ask them about the issues faced by them while dealing with your firm. Ask for their suggestions for improvement. Be consistent and work hard to deliver high quality customer service time and time again.