Steve Erickson, national consultant to CPA firms
Four ways to prove you’re serious about customer satisfaction.
by Steve Erickson
www.SteveEricksonLLC.com
Most partners in CPA firms tell me that client service is one of their primary concerns as work is often delivered at the 11th hour before a deadline or they have failed to meet their client’s expectations.
Never lose a client again.
How do you dazzle a client these days?
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With client retention replacing the staffing shortage as the most troublesome issue facing CPA firms, it may be surprising that so few firms are taking a proactive approach to the problem. Certainly, many firms are stepping up client service levels, but Jerry Lopatka, managing principal at Dugan & Lopatka CPAs in Wheaton, Ill., is deploying a particularly systematic and disciplined program.
Jerry Lopatka, managing principal, Dugan & Lopatka CPAs, Wheaton, Ill.
“A year ago we started a renewed focus on client retention and business development,” he says. At the firm, they call it “Biz R&D” for business retention and development.
Jerry sent us a 43-point list of tactics based on six broad strategies:
“We try,” he says, “but we can always do better. As I often tell our employees – our good clients are on our competitor’s radar screen.”
Here’s the complete list…
