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2018-07-23 22:59:16Accountants and BookkeepersEnglishWhile many small businesses and accounting firms claim to be client-focussed, the challenge is ensuring you follow through on your promise...https://quickbooks.intuit.com/au/resources/au_qrc/uploads/2018/07/iStock-904930468.jpghttps://quickbooks.intuit.com/au/resources/accountants-and-bookkeepers/how-to-build-a-customer-focussed-firm/How To Build A Customer-Focussed Firm | QuickBooks Australia

How to build a customer-focussed firm

2 min read

It may feel like accounting firms are a dime a dozen but there are plenty of ways to make your business stand out from the crowd.  While many small businesses and accounting firms claim to be client-focussed, the challenge is ensuring you follow through on your promise long-term. Here are six strategies to help you build a customer-focussed firm.

1 Hire the right people

Find people who are not only qualified, but who truly care, not just about their job or even the business, but about the well-being of their clients. Hire talented employees who want to help small businesses succeed and who are willing to go beyond the call of duty to make it happen. These people will catch your vision and run with it.

2 Be innovative

Don’t be afraid of change and new technology – embrace it. The accounting and finance space is constantly changing and this is where your accounting firm can shine. Learn about new technologies and innovations that can help you and your clients. Train and upskill your employees and don’t be afraid to offer creative solutions.

Two young women working in office looking at paperwork

3 Offer incredible customer service

If you truly want your firm to be customer-focussed, you need to offer exemplary customer service. This is why it’s so important to hire the right people. Deliver on your promises, answer emails and calls in a timely manner and always go above and beyond, where possible, to meet and exceed the client’s expectations.

4 Broaden your services

While many clients may simply view your business as a tax only service, you need to ensure you are offering more. Many small businesses have issues with cash flow and invoicing, balancing their books and understanding their tax requirements. Instead of simply helping out once a year around June 30, offer a variety of services that can help a variety of clients. 

5 Be proactive

Many small business owners are simply unaware of how an accountant or finance specialist can truly help their business. While you don’t always want to be seen as simply upselling, sometimes it pays to take initiative and showcase your expertise. Educate your clients on how you can help and be a solution to their problems.

6 Be technology savvy

One area that small business owners often struggle with is keeping up with technology, especially when it comes to their own finances. If you can be technology savvy and digitally literate, you can help your clients navigate a frustrating and time-consuming area of business – their books. Get up-to-date with cloud accounting software and automation tools.

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Information may be abridged and therefore incomplete. This document/information does not constitute, and should not be considered a substitute for, legal or financial advice. Each financial situation is different, the advice provided is intended to be general. Please contact your financial or legal advisors for information specific to your situation.

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