You know the type.
They’re the clients that keep you awake at night, bother you on weekends, and drive your staff crazy. They’re the clients you’d rather you didn’t have. Wouldn’t it be great to dump them and make them some other accountant’s problem?
But how do you spot a problem client before they swell into a catastrophe? Arvid Mostad, president of Mostad & Christensen, a supplier of marketing materials to accounting firms, outlines 15 habits of bad clients:
1. Slow paying or non-payment of fees.
2. Write-downs always exceed write-ups.
3. Client frequently complains about billings.
4. Client is unwilling to pay for added services.
5. Not profitable when compared to other clients.
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Don’t wait until the end of the year to find out how well you are serving clients.
August Aquila, CEO of AQUILA Global Advisors, a full service consulting firm serving the accounting profession.
by August Aquila
AquilaAdvisors.com
You can ask clients at the end of the year about how well you met their expectations, but that does not give you any time to change your current modus operandi before year-end.
A better way is to have leading measures that tell you how you are doing during the course of the year.
Let’s look at eight.
1. Number of personal meetings with clients. If you meet if your key clients on a regular basis you will gather the necessary information to improve service and increase client satisfaction. Each partner should have specific goals to meet with clients. Feedback should be shared with all partners and changes and improvement in your service delivery system should be made during the year.
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