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How do you prepare for a client talk?

Moderator

How do you prepare for a client talk?

prepare for client talk.png

 

This blog by Kristen Nies Ciraldo talks about how to make a client feel like a regular.  She calls it the ‘Cheers theory of client interaction’.

 

What are some of the methods you use to keep client engagement strong?  

3 Comments
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ProAdvisor

Re: How do you prepare for a client talk?

Prior to a first meeting I’ll request access to a client’s file…it’s so easy with QBO. I poke around for a couple of minutes to see any glaring issues and get an idea of what their business looks like financially. I want to make the most of their time, so getting a sneak peak of their QBO file is essential.
Most often I’m meeting with a new client or current client because they have questions about something. Sometimes I request the questions beforehand just to know what I’m walking into. One of my first QBO clients had a list of 20+ complicated questions...including questions about multiple 3rd party apps I’d never used. I’m so glad I asked for their list of questions before our first meeting! I was able to do some research and provide solutions during that first meeting and we’ve worked together ever since.
To strengthen client engagement, I typically ask a bunch of questions. Mainly, I’m trying to understand their bookkeeping/accounting pain points. Sometimes I simply ask them, “what’s your least favorite part about bookkeeping/accounting?” Or “what have you been struggling with recently?” Once I have their answer it’s an opportunity to give them time saving tips or offer to do the service for them. I find this helps them to realize that I’m there to help them and their business succeed…I’m part of their team.

Moderator

Re: How do you prepare for a client talk?

Thank you for sharing all the great tips @ScottMeisterCPA !  And I can see how having a list of questions from your client prior to the meeting would allow for a very productive session. 

 

I am curious if you've been using the new Overview screen within your client's company when you are taking that first sneak peek?  If you have, what do you think so far?

ProAdvisor

Re: How do you prepare for a client talk?

@CherylGrindell I've just recently been using that screen; and it's pretty insightful!  I used to use the Clients screen in QBOA just to see how current the client was with transactions.  Most of the time I focus on the Balance Sheet, P&L, AR, AP, and if they've been reconciling.  I'm looking for anomalies and common issues (large amounts in Undeposited Funds, Open Balance Equity amounts, etc) .

 

A lot of the time clients don't know they have an issue, so it's good to review these items and ask questions.  For example, I had a client initially not realize the benefit of reconciling credit card accounts...they also stated the net income looked low.  Come to find out there were duplicate credit card transactions (manually posted & bank fed (not matched).  Removing $30,000+ in duplicate transactions made their Net Income look better; more importantly, it was finally accurate!

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