How to Enhance Client Loyalty at Your Accounting Firm

Today’s consumers are, in many ways, more demanding than ever. They don’t just want a superior product or an exemplary service. They want personalized attention. They want connection. They want to feel like they’re being valued—and that is as true for your accounting firm as it is for any law office, medical practice, or retail store.

To build consumer loyalty and enhance client retention, then, there is no substitute for personalized attention. Creating a culture of service within your firm is essential—but how can this be done?

How to Put Service First at Your Accounting Firm

A few strategies:

Ask questions. This is a simple tweak to your customer approach, yet it can make a world of difference. Instead of just presuming to know what your customers need, or what their pain points are, ask them to tell you. Engage them in the process. Your clients may not have much insight to provide—they may prefer to let you do your thing—but when you ask questions your clients begin to feel like they are receiving personalized care.

Send notes. Do you have a big, annual review with each client? If so, then add this small step to your routine: After the meeting, dash off a quick, handwritten thank-you note and send it to your client. Your clients will remember this above all else!

Respond quickly. It is tough, sometimes, but responding to client phone calls and e-mails promptly is really one of the best ways to keep everyone happy. Train your staff to know that client response is the top priority. Lead by example, and make yours a culture in which no message goes unanswered for more than a few hours.

Leave the office. Allow clients to meet with you in a more relaxed setting—say, over coffee or even for a meal somewhere.

Schedule some contact. Don’t settle for a single phone call or e-mail each year. Put it on your calendar to check in with each client regularly—just saying hi, checking in, and asking how you can assist. Regular communication is the backbone of customer retention, and the single most important tip on our list!

The bottom line for your accounting firm: Your clients will respond to the efforts you make to connect with them—and your reward will be enhanced by loyalty and higher retention.