Four Essential Habits for Building Client Trust

It's more than just pleasing the client.

by Bruce W. Marcus
Professional Services Marketing 3.0

In the firm with a strong marketing culture, getting the client is only half the battle. The other half is keeping the client. It’s done with more than just doing good work. In fact, most clients, surveys tell us, don’t really know how good or how bad your work is. Why should they? It’s not the business they’re in. They have to trust the accountant.

Bruce W. Marcus
Bruce W. Marcus

More Professional Services Marketing 3.0:The Four Cornerstones to Building A Marketing CultureThe Nine Hallmarks of a Marketing CultureGetting the Client is Only Half the BattlePractice Development: It’s Not Rocket ScienceNine Fundamentals for a Healthy Marketing Culture in an Accounting FirmWhat Accounting Firms Need to Understand to Grapple with Radical ChangeSix Reasonable Goals for CPA Firm Marketing

Independent studies also show that a large percentage of accounting firm clients are dissatisfied with the levels of service from their accountants. Clients are given no foundation for understanding what’s being done for them, nor are reasonable expectations defined. What basis do clients have, then, for being satisfied?

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Bruce W. Marcus



About the Author

Bruce W. Marcus remains a pioneer in the modern practices of professional services marketing even after his death in 2014 at age 89. He is the author of the seminal work, Professional Services Marketing 3.0, published by CPA Trendlines. he Association for Accounting Marketing named a lifetime achievement award in his honor.

In 1951 (with a degree in Economics and Philosophy), he joined the then-Big Eight accounting firm, Peat Marwick Mitchell to establish the firm’s library, where he developed an article writing and seminar program that successfully promoted the firm’s reputation.

He has served as a public relations and marketing executive or consultant to most of the international accounting firms, and many large and small law firms.

His book, Competing For Clients (1986) was one of the first to delineate the new practices of professional services marketing, followed by more than a dozen books on professional services marketing, real estate marketing, investor relations, and international accounting standards.

His first newsletter, The Marcus Report (1986), was followed by the award-winning www.marcusletter.com in 1995 — one of the longest running letters on marketing for lawyers and accountants.

He served on the editorial boards of several leading professional services publications, a contributor to many publications, and has been a keynote speaker at major conferences.

He taught one of the first courses in professional services marketing at the Fordham University Graduate School of Business, and lectures frequently at the Fordham University Law School.

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