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What is client service?

The answer to this question might not be as obvious as it first seems. It is helpful to distinguish between the product and the service you provide a client. When a client engages you he or she takes the product – the audit, the management accounts, or the payroll work...

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Using a social media calendar

Sharing high-quality content across your firm’s social media channels is critical for firms if they are to engage their audience and attract new followers. That is why one of the most important things firms need to do is to put some time aside to spend planning out a calendar of...

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Choosing the right length for your emails

Concise emails are generally more effective than lengthy ones. However, there is no such thing as the ‘perfect’ email length that will work for every email marketing campaign. Finding the right frequency and length of emails depends solely on the target audience and the value of an email’s content. Until...

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Finding the right time to send email newsletters

Timing is a crucial aspect of email marketing campaigns. Firms that send out an email newsletter at a time when clients are unlikely to see it, risk having low open rates and poor firm metrics. But if they send out the same email newsletter at a time when clients are...

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Why use social media?

Social media marketing gives firms a greater potential to reach and engage with their target audiences. It involves using platforms like Facebook, Twitter and LinkedIn to promote a firm’s brand. Social media is now commonly used as a client relationship management tool by many businesses. Firms with an active social...

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Drive traffic to your website

If you want your business to be successful online, you need to direct a steady flow of relevant traffic towards your website. The more traffic your website gets, the more popular it becomes, and the more popular it becomes, the more successful your business will be. Or so it may...

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Listening to clients

It is often said that we have two ears and one mouth, and should use them in that proportion. What this means is that good communication is more about listening than it is about speaking. Every accountant knows that client-centred firms are more likely to retain clients than are technically...

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The bane of professional complacency

In stark contrast to the accountant committed to aggressive marketing is the conventional partner ensconced in a comfortable position in a traditional firm. She has an above-average income, a good home and a family of whom she would like to see more, not less. Her future seems secure, with the...

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Improving your firm’s image

Consider improving your firm’s image in the following areas: PremisesA firm’s premises should be maintained in good order and be of smart appearance. The reception area is an asset in that this is the first place clients see and it should be kept in good order, of smart appearance and...

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Dealing with difficult clients

Despite your courtesy, respect, careful explanations and good listening skills, some clients can be difficult. Most professionals have had to deal with difficult and demanding clients during their careers. In some cases, the aggravation and stress may have caused you and the client to go your separate ways. Many times,...