Almost any system will do. But you need a system.
by Jean Caragher
Capstone Marketing
The Seven Keys to Successful CPA Firm Management research indicates that the majority of CPA firms have no client-satisfaction program at all. While any system will do, you need a system in place whether it includes face-to-face interviews, written surveys, online surveys or focus groups.
Burr & Forman LLP a law firm with offices in five southeastern states averages two client interviews per month with the aim of meeting with their Top 50 clients once every two years.
The goals of the interviews are:
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