
I was asked to deliver a session on ‘how to deliver good client service’ for a top 50 accountancy practice’s away day.
To help deliver a good session for my client, I spoke to three of their clients to find out what they really wanted, in terms of good client service, from their accountant, and how well my client measured up. In the course of doing my research, it was interesting to hear “what clients really want…” And guess what, there were no surprises: what clients want from any provider is broadly similar.- Accessibility and responsiveness
- Pro-active and takes the initiative
- Value for money
- Two-way timely conversations – particularly around fees
- Personable and speaks my language
- Technical excellence
Do you have formal processes and systems in place to regularly ask for formal/informal feedback (ideally using an impartial third party)?At the start of a new client relationship, ask them how they prefer to communicate: are they an email or phone person? What, in their views, constitutes excellent client service? Once you’ve gathered this information, it’s important you don’t just sit on it. Relay the client’s preferences to all of the relevant team members who deal with the client’s account.
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