As a CPA, we know you have a lot on your plate, juggling various clients’ needs. We want our CPA clients to be successful and have done a little research on some best practices to make sure your firm has a reputation of responsiveness. Interested? Keep reading for some of the tips we’d suggest.
Establish a response policy. Consider having a 24-hour rule that emphasizes the importance of returning phone calls, responding to emails or texts, etc. as quickly as possible. Creating a firm-wide policy will help create a sense of urgency, ensure you everyone is working under the same expectations and will ultimately ensure your reputation as a firm is sustained.
Communicate in a way that works for your client. We all have different preferences when it comes to communication. Some people prefer a phone call, others hate the phone and only want to text or email. Set aside your preferences and be flexible and adjust to the preferences of your client. This may be something to address in your first meeting with a potential client; simply ask them what communication method they prefer and make a note in your file.
Learn how to prioritize. Everyone in your firm should be excellent at prioritizing. You will always have a list of clients who you need to contact but make sure you’re able to prioritize emergencies and address those first. Explore and find a management tool that works for you – whether it’s a simple to-do list, a spreadsheet or an app.
Avoid jargon. Speak with your clients in simple terms. They don’t need to hear fancy words they don’t understand; they need to be able to understand what you are saying. You might think using fancy words will impress them but really, they’ll just leave your office more confused than when they came in. Make it a priority to have each client leave every conversation feeling more knowledgeable about their situation.
Always follow up. Regardless of how a meeting ends, you should always follow up with your client. Even if they left your office feeling happy, confident and understanding the situation, follow up. You may find out that they were really confused and didn’t want to look silly by asking a question. Or maybe, as they went home, they realized they really did have more questions. And if they did leave your office and still feel happy, confident and knowledgeable, they’ll appreciate knowing that you care enough to follow up. There’s no downside to following up with your clients.
We hope this is helpful for you and your clients. Think we can help your CPA firm in any way? Give us a call.
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