Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy.
1. Increase Responsiveness
Your clients want to know that you are as invested in their success as they are. If they send an email or make a call, they expect to receive a response in a reasonable time frame. Accounting companies should communicate clear time frames for responses. Aim for same-day responsiveness where possible, and if you’re not available, ensure that someone is available to respond in your absence.
Customer service is something that requires training and practice. Accounting firms should invest in training their employees about customer service best practices, responding to problems, and dealing with dissatisfied clients. Make sure that your employees have the right attitude towards customer service, and deliver it in a way that meets the client’s needs.
In the accounting business, there are times when clients may not understand financial jargon or the work you do. However, communication is critical, and the accountant should explain concepts in clear, non-technical terms. Avoid using jargon unless required, and explain your work in a way the client understands. In addition, let them know what’s happening whenever there is progress or delay in work on their account.
4. Personalize Your Service
Clients value personalized service. It is essential for accounting companies to make time to understand their clients, their needs, and expectations. Make sure to know who the client wants to work with, understand their preferred methods of communication, and identify their preferred format for report delivery.
5. Attention to Detail
Clients expect accountants to pay attention to detail, from report accuracy to project timelines. Exceed their expectations by double-checking all financial data and reporting. Make sure to ensure project completion is within the agreed schedules.
6. Use Technology Tools
Adopt time-saving and smart tools such as online collaboration and accounting software. In today’s digital age, technology makes communication and project management more accessible, streamlined, and transparent. Utilizing these tools for reporting, transferring files, engaging with clients, scheduling appointments, and invoicing decreases turnaround time and enhances collaboration.
7. Keep Promises
When you make a promise to a client, make sure you deliver. Clients look forward to working with transparent and reliable service providers who can guarantee the delivery of their commitments. If you have any challenges with timely execution, discuss this aspect with the client.
8. Follow Up
Follow up with clients after successful project completion. Ask them about their experience and whether they have additional financial needs. Stay engaged with clients even when projects are on hold.
9. Set Expectations
Clients are not always financial experts, and it is the responsibility of the accounting professional to set clear expectations. Communicating financial aspects in a way that the client understands enables clients to establish reasonable expectations for the work you’re delivering.
10. Proactively Manage Risks
Identify risks and challenges in advance, and communicate them to the client. Explain what you’ve done to mitigate them, or ask the client to identify if there are additional risks that you should manage.
Delighting your clients by following these strategies should be the primary focus for your accounting business while providing professional service delivery matches your clients’ demands. If you provide excellent customer service, your clients are more likely to recommend your services and be your loyal customers for years to come.