Category: Clients

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Turning client complaints into compliments

Employees frequently concentrate on the positive side of their conversations with clients, and often fear management disapproval if a complaint comes to light. This can often hinder what otherwise might have been healthy and useful criticism. Complaints can show a firm what needs to be changed, so accountants should work...

Feedback 0

Client satisfaction surveys

Very few firms have ever formally survey their clients, and even fewer have a plan to solicit feedback on an independent firm-wide basis. Some of the reasons given by accounting firms include: “The feedback won’t tell us anything we don’t already know.” “Now isn’t the right time.” “We’re too busy...

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Preparing for client interviews

Before embarking on an interview program, here are some preparation tips that help ensure success: Select the clients that warrant a personal interview. Ideally, these should be your largest clients or the ones that have the highest future growth potential. Develop a profile for each client you plan to interview...

asking questions 0

When does a client consider changing firms?

The period of time during which a client is open to the idea of changing accountants is a window of opportunity for your firm. Generally, this window has two stages: The passive window of opportunity, when a client is not actively seeking a new accounting firm, but is open to...