What can accountants do to improve their service to you?
Michelle: First, find the value add and deliver it. The second one would be the way you communicate to ensure that your client feels or sees or hears that you’ve got a vested interest in them, so that they feel comfortable and they know that you’re doing the best thing for them.
James: How does one prove that?
Michelle: It depends what you’re talking about, but it might be a phone call to say, ‘Hey, haven’t heard from you in a while. Is there anything I can do for you?’ Or it might be, ‘Oh, you know, I was thinking about you. Are you doing this in your business? Can we come out and catch up for a coffee?’ There’s different ways of doing it that might be a phone call and nine out of ten times it might be, ‘Well, nah, we’re all good. Thanks.’ But, you know, you’ve left a good impression. It’s all about building relationships.
James: Do you have a third pearl of wisdom?
Michelle: I think the biggest is the value add, pro-activeness and communication. They’re the three most important things an accountant can do to improve their service, not only to me, but the majority of clients I’m sure!
Like most CFOs I have interviewed over the last few months, they don’t want the sun, moon & stars delivered on a silver platter from their accountants and advisers. All clients like Michelle want is a relationship that is real and that helps their business in a tangible way. Is that too much expect? I think not 🙂
All my best,