Accountants / Lawyers Do Yourself A Favor - What Do Your Customers Want?
In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. This simplicity of service and communications can grow your business and ensure that you never need to look for more work! And the sad fact is that there are many practioners that just don't deliver.
So what makes a 'good accountant / lawyer'? People from all walks of life are looking for someone they can trust with their hard earnt money and that gives advice that can be understood. They aren't interested in Part IVA, debt defeasance, estopel and other industry terms or jargon and they are willing to pay for the service.
From Professionals to Blue Collar Workers it is a common question that I am asked 'Where can I go for common sense advice, where can I go and who can I trust?
Sadly, even amongst the largest service firms to the private practitioner there appears to be a dearth of pratical practitioners.
More information at http://www.biz-momentum.com
Where are they you ask? Where indeed!
The sad fact is that many hide behind their memberships and qualifications. Before you think this is all esoteric may I remind you that I am a qualified accountant and a beleiver in the profession having worked in banking, finance and commerce for 20 years before strategic human resource advising.
Here are some points to ponder and ask yourself if you are in the accounting or professional field ?
1. What do my customers really want? - In my experience, most customers want reassurance, want to be listened to and feel that you are there to help them and they will pay for this service.
2. Do you care? - you show you care by how you resond to their questions and to how you remember even the small things that are important to them.
3. Do you give them time? - we are all working at a hectic pace today, however customers want your time and will pay for it.
4. Do you follow up with them? - I recently engaged a firm of lawyers for a customer of mine. They rang me after seeing the lawyer and said how impressed they were. Why? - they hadn't seen the principal (this firm had 30 partners), however the principal had rung the next day to see whether they were being looked after. The firm now has a client for life.
5. Be practical - send a card, ring occasionally and you factor this in to your pricing.
In a world of rapid change the one thing that people appreciate is the personal touch. Your business, accounting, law or other services business can be exciting, inspiring and profitable.
Its' really not that hard - it just takes some effort, kindness and a customer focussed outlook.
You can build your practice and enjoy the journey and the fruits of your labor. The choice is mine, the choice is yours.
Philip Lye is Director of Biz Momentum Pty Ltd providing professional services in strategic human resource management, training your people to work with you and grow your business, and 'coaching you' to be a better executive.
More information at http://www.biz-momentum.com
Philip holds qualifications in Accounting, Leadership, Human Resource Management & Industrial Relations and is a qualified accountant.
Philip started his working career as the 'postage clerk' in banking and finance rising through various business opportunities to CEO and CFO of two companies before leaving to start his own business in 2002.
Creating The Right ?viral Reputation?
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.The roots of online viral...(related: Customer Service)
Customer Service For Huge Profits
Customer service is the most vital asset for Businesseither it is online or offline. It's the critical factorwhich determines if your business has a future or not.There are two vital components to every interaction youhave with a customer1) The purchase or transaction 2) The relationshipIn order to distinguish yourself among your competition,providing just good service is not enough. The same do yourcompetitors. You must provide EXCELLENT service. That willhappen following these rules:a) Solve your customer's problems as fast as you canwithout hassles.b) Your employers should know their stuff and be welltrained.c) Treat customers with respect, a quick response, andappreciationd) Authorize employees to provide as accurate informationas they c...(related: Customer Service)
What Every Manager Should Know About How To Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.A. Active Listening:<...(related: Customer Service)
Renewing Customer Loyalty
Every business loses customers, but not many do much about getting them back. And that is a big mistake. Studies show that the average business looses 20 percent of its customer base each year.Here's what that means in practical terms: For example, let's say your business has 700 customers that buy repeatedly from you during the year and each customer spends an average of $300 a year. If you loose 20 percent of them ( one hundred and forty), you'll loose $42,000 a year. That's a lot of money to make up with new custo...(related: Customer Service)
Making Your Contacts Work For You
The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. I went through my script and when I asked her why she thought her home hadn't sold, she said to me, I just don't know, I put it in the paper. I then asked her if she had a FSBO sign in h...(related: Customer Service)
It Is All About Customer Service!
In this day of terrible customer service, it should come as no surprise that serving your customers, also known as visitors to your web site, must be a top priority. Forget about return on your investment, how your site looks, keywords, meta tags, and the like. Are they important? Yes, of course. However, they mean nothing if you cannot attract and retain visitors to your site.In 2002 I built a niche community for corporate flight attendants. I started off with a message board and then added web pages six months later. Traffic was decent with just the message board but it really took off when I created the web pages. The key? Customer service. In order to attract and retain my customer base I added a resume posting service. In fact, I allowed people to send to me a copy of their resume and I posted it on my site. I took the tim...(related: Customer Service)
Over Delivering Provides Big Results
Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for y...(related: Customer Service)
Stand Out In Business The Write Way
When was the last time you received a handwritten note from a business associate? It may be that it was too long ago for y...(related: Customer Service)
One Critical Question To Ask Yourself Every Day
What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones. We told the young man who greeted us that we had only one question: is this phone compatible with the database software we intend to purchase? "I don't know," he said, "Most customers do the research on this before they come in.&quo...(related: Customer Service)
Caring For Your Customers
You probably think I am going to say something like, "The customer is always right." Right?? Wrong.I have many philosophies when dealing with customers, but I definitely do not believe that the customer is always right. However, when the customer is wrong, you must handle the situation delicately.There are many types of customers and each one needs to be treated with respect and consideration no matter how difficult they may be. I have found that most (not all) people can be soothed out of their "nastiness".I used to work at our local casino and I would get all kinds of customers to deal with. Most of them were very pleasant as in the IM business, but there were a few that were very difficult. There was this one night when I came in contact with this particularly difficult lady who, of course, was having bad luck. She was...(related: Customer Service)
Retail Greeters: Sales Builders Or Customer Turnoff?
Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as the perennial example of the benefits to employing greeters,Walmart has hung on to its practice faithfully. But does it work and if so, will merely placing any warm body with a forced smile at the door to your store do the trick of converting entering customers into satisfied shoppers?Not necessarily, there is much more to successfully using retail greeters to affect a significant difference in your...(related: Customer Service)
Why Passenger Surveys Are A Transport Operators Best Friend
Public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Not only are surveys an efficient method of market research that will help identify areas of passenger dissatisfaction, they are also perfect for measuring the effects of improvements and can, at the same time, help promote new initiatives to customers using the service.Establishing a Starting PointWhen embarking on any change management programme it is always good practice to establish a base line before any changes are made. This baseline survey can serve four purposes, it will:? allow the proper targeting of investment? allow measuremen...(related: Customer Service)
The Number 1 Rule For Businesses - Be Professional
Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, y...(related: Customer Service)