Why Accounting Firms Need To Delight Customers — Top 6 Ways to Boost Customer Service
Accounting firms today face stiff competition in the market due to IT and tech disruptions, and customer expectations are in a state of constant evolution.
The expectation of a client is already high by the time they come to you — the question is, are you ready to deliver on their expectations in a timely manner and in a way that satisfies or exceeds their expectations?
One of the main reasons why accounting firms suffer business stagnation is because they are unable to build trust and rapport with their clients due to poor customer service skills.
Why it is important for accounting firms to keep customers happy?
Did you know that 87% of customers are of the opinion that brands need to improve on their efforts to provide a consistent customer experience?
So, in addition to providing good service, you also need to ensure that customers enjoy a consistent brand experience across all stages of their interaction with your business.
The fact also remains that you operate in a highly competitive space where clients are very demanding. In addition to this, due to digitization and tech innovations within the industry, your clients expect you to use the latest accounting software such as QuickBooks 2020 and technology while addressing their needs.
Accounting firms that are unable to meet these expectations will eventually fold.
Hence building trust in your accounting brand should be your absolute priority — a task that is easier said than done. Consider these six customer service tips for your accounting firm if this is a challenge you are facing.
1. Identify Your Strengths and Build a Competitive Services Menu
Before you strategize on your customer service, you need to first understand your strengths with respect to resources and potential on what you have to offer to the clients. Research your market and your competitors to understand the kind of services that are in demand.
It is equally important that you identify the services that clients expect and provide those services in a timely manner. Do your homework and be honest about what are your actual deliverables — you don’t want to promise the moon only to fall back on the expectations you set!
2. Focus on Helping Your Client — Look Beyond Regular Services
Tax and routine accounting services are a given. This is something that any accounting firm can offer. What can you offer beyond these services to reach more customers and win the trust of your clients?
You could take an interest in helping them manage their business and finances better and become a trusted advisor to your clients. After all, if there is anyone who understands their business better and is privy to their business and financial decisions, it should be you.
3. Interact and Communicate With Your Clients on a Regular Basis
Maintaining a strong relationship with your clients will only happen if there is an open and interactive communication channel between both. This means they should be able to reach you and be able to talk to you when necessary — as opposed to reaching your voice machine or an assistant.
Make it “your” business to know what is going on with your client’s business if you want to offer your best services and advice. So regular and open communication should be your core focus to keep your client delighted and satisfied.
4. Be Honest About Your Fee
If your client runs a business, or even if they avail your services on a personal basis, providing them with an accurate estimate of your charges or service fee is imperative. Keep in mind that they need to calculate their costs and organize their budgets just as you do for your accounting business.
Being upfront about your service fees is also a critical aspect of building client trust and keeping them happy — they will be happier and at peace knowing what to expect from you.
While you are at it, consider providing answers or respond to queries for free every now and then instead of charging your client for every single interaction — especially if the answer is a simple one. It can go a long way in building trust in your accounting brand.
Plus, your client will view you as the best “go-to-source” for common queries. This kind of trust is what will also win you client referrals!
5. Take Responsibility If You Fall-back or Make a Mistake
Your clients come to you because you have the professional experience to deal with accounting, financial, compliance/regulatory, and tax issues. If however, anytime your client is penalized for oversight on your part, take responsibility by owing up and if possible, offer to make up for the penalty.
You could drop service charges for that particular service or offer them discounts.
Seeing you take responsibility for your actions, will help address the trust deficit (if any) and could actually create a good impression — something that could last for a long time.
6. Be Available at All Times
One of the best ways of delighting your clients is by being available in their moment of need. This means you need to be flexible with your schedule — if your client wants their accounts or tax returns looked at or prepared on an urgent basis, your accounting firm should have the kind of flexibility to address this need quickly.
Last Word on How to Keep Clients Happy
Keeping your clients happy is a core business requirement in today’s competitive market space. It is the one metric that can help your accounting brand expand and build a loyal base of satisfied clients.
Don’t forget, your competitors can offer all the services you have — but if you use stellar customer service experience as a brand differentiator, matching you on this parameter will not be easy for anyone.
What are your thoughts on this? Please share in the comments section below.
