Topic: satisfaction

5 Ways to Find Your Focus for Summer Success

By Sandi Smith Leyva With so much to do as business owners, we can get pretty overwhelmed at times.  We can start believing that we have a “time” problem, but since all of us have 24/7, there really is no such thing as a time problem.

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Client Satisfaction Starts with ‘Likeability’

The science behind happy customers. By Hitendra Patil Pransform Inc. In “The 9 Building Blocks of a Winning Vision that the Big Four Have Discovered,” August J. Aquila and Robert J. Lees brought out the common vision elements of Big Four firms. And one of them is “put the best people at our clients’ disposal.” It’s NOT common sense! It’s actually human behavioral science. You will be surprised to know how this works at a much deeper level than you think.

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How to Turn Client Surveys into New Revenues

Download the sample client satisfaction survey. by Ed Mendlowitz Question: Is there any value to sending clients a survey? Response: Yes.  Our firm sends a survey with every deliverable to a client.  We want to know what they think and how they feel about our service. I think your best friends are the clients that complain.  This gives you an opportunity to correct any deficiencies or exceptions. One time a long time very good client put on the survey that we were great but our fees were high.  I immediately met with him, reviewed our charges, had the time runs and details of everything extra we had been doing beyond the scope of our engagement, and the value to the […]

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How Long Can You Keep a Client?

Clients say: Not as long as you think. If you’re a finance manager on the client side, what do you say? by Rick Telberg Are most CPAs fooling themselves? If you ask a CPA, as CPA Trendlines has been doing since 2006, how long they typically keep a client, you’ll get a fairly consistent answer through the years. If you ask a client how long they’ve worked with their current CPA firm, you’ll also get a fairly consistent answer. The problem is: The CPA and the client disagree.

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How CFOs Choose a New CPA Firm

What you need to know. How finance executives pick accounting firms: Join the survey; get the answers. by Rick Telberg Here’s some good news for accounting firms: Most companies stick with their CPA firms for at least five to 10 years. And they are loathe to change. The reasons are myriad. The inherent cost of switching – getting a new set of outside accountants up to speed – is certainly one. However, another, less tangible reason, cannot be denied: The vast majority of CPA firms develop strong and deep relationships with their clients. And yet, there is some fragility in the relationship to which no CPA firm, or corporate finance manager, should turn a blind eye. A surprising number of […]

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Clients’ Calls At Home

Are there no limits to availability? Here at CPA Trendlines, Ed Mendlowitz answers some of the toughest questions practitioners can throw at him. He’s the right one to ask. After more than 40 years in the business – building his own practice, running the firm, and eventually selling it to a major regional firm, WithumSmith+Brown, where he remains a senior partner and consultant to professional services clients – he has the answers. Browse more from Ed here: Audit Reports Without Doing the Work? | Should I Really Spend the Time Making Checklists? | What’s a Tax Practice Worth Today? | Preparing to Sell Your Practice in a Few Years? 13 Things You Need to Know Today | 10 Questions to […]

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5 Strategies and 13 Tactics for Client Retention

Good clients don’t leave their CPA on the basis of fees alone. In fact, money factors in only when the relationship isn’t valued and the difference you make is not evident. You and your team can impact that directly by delivering exceptional client service on a consistent basis.

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Four Tough Client Service Problems

And dozens of possible solutions from staffers… At a recent staff workshop, there was a brainstorming session to answer some key questions about what constitutes excellence in client service. Four questions were placed on the table: 1. How can we make it easier for our clients to do business with us?

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Gold Medal Client Service: Start by Returning Phone Calls

Anticipate. Anticipate. Anticipate… Then follow through.

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SURVEY RESULTS: Tough Times Reshape Client Expectations

The Great Recession is shifting client desires and expectations in some interesting and counter-intuitive ways…

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Client Satisfaction Ratings Show Signs of Decline

More firms see the problem. But fewer are doing anything about it. by Rick Telberg Just at a time when accounting firms are struggling to gain new clients and hold on to the ones they already have, client satisfaction ratings appear to be dropping.

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Four Reasons Why Getting New Clients Isn’t the Answer

Getting new clients may be many firms’ chief concern these days. But for most firms, there’s un-mined gold in their current clients. The accounting business may not be the same in five years. Today’s standard products and services are evolving quickly. How long, for instance, will simple 1040 tax prep last with the speed of data aggregation? But if you still have the same clients, you will still have cash flows. The Bottom Line:

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Five Keys to Better Client Retention

From the December 2010 issue of Accounting Office Management & Administration Report via Texas Society of CPAs. Attracting and retaining clients has taken on new importance for CPAs whose firms have taken a hit in the last few years. “In this recession, CPAs have had some whoop-ass put on them, mostly because the number of clients is dissolving,” says Rick Telberg, president and chief executive of East Hampton, N.Y.-based Bay Street Group LLC, advisers in marketing, management, and strategy for the tax, accounting, and finance industries. The biggest way to land new clients is through referrals, Telberg says, and these days it’s happening online. “What we’ve found is that the firms that are doing something—anything—are making progress,” he says.

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