Last year at the AccountingLive event in Glasgow I got talking to somebody on my stand…
I was asking about him and his practice, and how and when he got started.
And from the conversation it turned out that although he was a practice owner, he wasn’t actually an accountant.
You see, his background was in something completely different…
I know what you’re thinking…
What on earth possessed him to move into accountancy?
So, I asked him the obvious question – “what made you decide to acquire an accountancy practice?”
“It’s simple” he responded…
“I saw it as a fantastic customer service opportunity”.
So why are accountancy practices such great customer service opportunities?
It’s important to accept that you’re not just in the business of accounts and tax.
You’re in the people business.
Everything you do revolves around building deep, meaningful relationships with your clients, and being able to help them not only with accounts and tax, but a whole host of additional things to help them both in business and personally.
An accountancy practice is such a great customer service opportunity because every single client represents a chance to deliver outstanding service, and make a difference to somebody’s life.
“But we do customer service Rudi”
Of course, you do.
The nature of the work requires you deliver some level of ‘customer service’.
You’d be surprised though what some accountancy practices pass as ‘good customer service’.
Have you ever been to a restaurant, or a hotel, and just been completely blown away by the level of service that you couldn’t stop talking about it to your friends and family for days or even weeks?
This is what you should be striving to achieve.
This outstanding level of customer service that has people completely blown away and wanting to tell their friends.
You’re not just competing with other accountancy practices…
One of the biggest mistakes you can make is to assume that you are only competing with other accountancy practices when it comes to customer service.
This is wrong.
You’re competing with every single service provider out there from car insurance, to mobile phone contracts, to ordering products online, it’s all competition.
If your clients are receiving exceptional customer service from other providers, they’re going to expect the same from you.
How do you make the most of this opportunity?
So where do you start?
Here are a couple of my other articles to give you some ideas on what to focus on:
- 7 ways to manage your clients’ expectations and maintain a rewarding relationship
- Are you leaving a positive, lasting first impression with your new clients?
- A lesson in why systemised customer service is absolutely crucial
- Wow your clients by systemising the little things
Today is the day, and the challenge is yours…
With the increasing use of technology and automation, and the apparent increase in competition, now more than ever there is a real need for human, personal customer service.
By focusing on creating an outstanding customer experience that completely blows them away, you can safeguard your clients, generate referrals and maximise your revenue for years to come.
“Superior service is a day to day, person by person challenge. Today is the day, and the challenge is yours…” – Bill Quiseng