Securing Referrals (Part One of a Two-Part Series)
Step One: Ensuring Client Satisfaction
Customer service is awareness of needs, problems, fears and aspirations. - Anonymous
Customers are an investment. Maximize your return. - PeopleSoft Ad
Here is a simple but powerful rule: always give people more than what they expect to get. - Nelson Boswell
It’s difficult to request referrals from clients who are not currently happy with your services. Before you can use this valuable resource to increase your client base you must first ensure current client satisfaction. Only after you do can you begin approaching clients for referrals.
The following seven tips will help you better serve your clients so that they happily refer their family and friends your way:
1. Establish clear expectations.
Many of your clients may not have worked with a tax specialist before and are unsure what to expect. The rest have and may be running on old expectations. It’s important to have a preliminary meeting where you define the relationship and your expectations, taking special note of what your clients expect from you. You may need to negotiate some of these expectations so that both you and your client are satisfied. In establishing clear expectations from the beginning, you will eliminate a lot of unnecessary frustration later.
2. Be respectful.
Regardless of your clients’ behavior, you must treat everyone with respect. Be courteous, thoughtful, and listen with intent. This applies to your face-to-face, email and phone correspondence.
3. Respond promptly and maintain contact.
Establish a policy on returning emails and phone calls. We suggest you respond within 24 hours; this shows clients that you are attentive and considerate of their needs. Also, when working on their accounts you should provide clients with periodic reports; otherwise they may assume that you’re not working at all.
4. Quickly resolve complaints.
Anytime your clients have concerns or complaints, you must respond quickly. The longer you wait to resolve a problem, the longer your client has to stew over it. On the other hand, the more quickly you resolve the client’s concern, the more satisfied your client is with your service.
5. Request feedback.
The best way to learn what your clients think of your services is to ask them. Consider giving all your clients a survey on which they can provide you with priceless feedback. Take this feedback into consideration as you modify your services and client relationships.
6. Save them money.
Consider recent ads where people are complaining of catastrophic situations to which another responds, “I have good news. I just saved a bunch of money on car insurance.” Nothing wins client loyalty like having a financial provider save them money. As you serve clients, consider this a priority; when you share your cost-saving tactics with clients, you will find them very appreciative of the effort.
7. Offer complementary services.
Clients appreciate convenience. Anything you can do to streamline their financial services is valued. Consider their needs and add complementary services that would make your business more convenient and, in turn, more appealing.
Only after you ensure customer satisfaction can you request referrals from your clients. Once you take the necessary action to meet your clients’ needs, you can approach them for referrals, at which point they are more likely to provide them.
Consider Adding QuickBooks Services to Your Menu
Intuit has cornered the market on accounting software with QuickBooks. More than 80% of small businesses use it to manage their accounting. Unfortunately for many small business owners, they are unaware how to optimize this software so they can retrieve the information they need to better run their businesses. Fortunately for you, this mean there are a number of small business owners in need of QuickBooks setup, help and consultation services.
Not only would adding QuickBooks services to your menu increase your bottom line, but it will also enable you to better work with clients to get the information you need to best prepare their taxes. As you demonstrate how to properly setup and use QuickBooks to manage their accounting, you can ensure you will receive the information you need in the format you need it in.
The Professional Bookkeeper’s Guide to QuickBooks will enable you to master this valuable software program and earn professional certification as a QuickBooks Specialist. You can better serve your current clients and attract new clients in need of QuickBooks expertise. For a minimal investment, you can enjoy large returns. Increase your customer service efforts today by enrolling in the PBG Program!
