If you want to keep your clients, give them what they want. When you provide good accounting services at reasonable rates, you stand equal with your competitors. When you deliver superior customer service, charge competitive rates, and include value-added incentives, you rise above them. Make yourself stand out for all the right reasons.
You’ve got the solid, mistake-free accounting that’s the basis of your business. Keep that going, and build on it. Listen to your best customers and find out what’s important to them. Maybe they’d use more of your services and increase your revenue if you offered a flexible schedule of evening or weekend hours. Month-end reports or specialty on-demand reports may give your clients an up-to-date and much-appreciated view of their finances. Meet your customers’ expectations, be transparent about your fee schedule, and deliver on your promises. It’s far better to produce a report ahead of schedule than fail to deliver on a promise of a quick turnaround. When you go the extra mile, you please your customers and often generate referral business.
Never underestimate the value of exceptional customer service; it builds loyalty. Every member of your business team should be committed to making sure each client feels valued. Pay attention to details, be responsive to your customers’ needs, and be respectful of communication preferences. If your client prefers to be contacted by email, don’t interrupt the flow of his day by phoning him. However, if he calls your business, show you’re ready and available to help by taking his call. To increase your client base, offer unique accounting service extras, and practice impeccable customer service.