Check Yourself: How to Reality-Test Client Satisfaction Levels

Arnold Sanow

To keep both your staffers and clients happy, tax and accounting firms need to gain a thorough understanding of their perceptions and perspectives — and to make they align.

Customer service guru Arnold Sanow suggests 15 questions to ask yourself, your staff, and, above all, your customers. serviceThe biggest opportunities will surface when you compare and contrast their responses.

Be prepared for an eye-opening, sometimes gut-wrenching, exercise in hard truth: