When it comes down to it, operating a successful tax and accounting practice is so much more than just the actual act of doing the specific tasks you’re paid for. It’s about ensuring your clients are happy with the way they’re experiencing your firm — otherwise, you can be sure you’ll start losing clients to competitors who care. Giving your clients a great experience doesn’t have to be complicated or expensive. Here are 5 simple things you can start implementing now to keep your client base happy.
1. Make it easy to communicate with you. Your clients know you’re busy — but they also want to be able to reach you when needed. After all, you’re handling some of their most sensitive information and the work you do will have a major impact on their financial lives. Make yourself (or your office) available through multiple channels, whether it be email, phone, Skype (or another web-based calling platform), a chat box on your website, or social media messaging. You can still protect your free time, but it’s important for clients to know you're available to help anytime.Finally, always approach communication from the viewpoint of the client: try to understand the drivers that may be behind why they’re reaching out to you. If they seem frustrated or anxious, do your best to talk through the issue and answer any questions they have. This is all part of the package of being their chosen tax or accounting professional.
2. Simplify the process of exchanging and signing documents. It has long been considered normal in the tax and accounting industry for clients to come into your office to drop off or sign documents if you are located in the same locale. As we’ve continued moving into the digital age, pros have started looking for ways to move signatures online. That being said, your clients’ security should be a top priority — so don’t leave it to chance by sending documents back and forth via email or any other unsecured channel. Your practice can easily implement a secure portal and E-Sign technology (like ours at CountingWorks PRO) to make this process as effortless as possible for your clients. Plus, you’ll save time and resources by decreasing the number of in-person visits you have at your practice.
3. Send automated messages or e-cards for important days. Adding a personal touch to your client communication can make all the difference. Very few people probably expect to get a card from their accounting or tax pro for their birthday or a major holiday, but it’s greatly appreciated when they do. Set up automated emails or e-cards for important dates in your clients’ lives (or assign this type of communication to someone in your office). If you’re looking for ways to stand out from the competition and bring a smile to your clients’ faces, this is a great one.
4. Include relevant content in your newsletters. No matter how often you’re sending out email newsletters to your clients—and you should be sending them—make sure they include links to relevant content you’ve posted on your blog or social media. Your goal should be to not only perform the job you’re paid to do, but also to be seen as a voice of authority in your niche. Publishing content that is relevant to your clients will give them the peace of mind that you can be a trusted advisor in their lives.
5. Listen to your clients and earn your ratings. Clients want to be heard. One easy way to make people unhappy is to give them the feeling that their voices are not being listened to — or that they’re not being given a voice at all. Listen to questions, concerns, and feedback that your clients provide — whether positive or negative. Engage with the public conversation surrounding your practice online. Encourage your clients to leave reviews — and do your best to earn the five-star ratings you’re hoping for. If you operate a five-star practice and go out of your way to make your clients happy, the long-term benefits to your practice, your reputation, and your client base will be significant. If you have any questions about how to use these tools to create better client experiences, contact us today at 1-800-442-2477 x3 or set up some time to speak with one of our digital marketing experts.
See the main points of this article summarized in a Quick Hit video with CEO Lee Reams II: