I have run digital online communities for accounting and bookkeeping firms since 2016.
As a result, hundreds of member firms have attended those events and discussed on what basis a business chooses to leave their current accountant and join the firm in question.
Invariably it’s down to LOC – Lack of cuddling.
The client doesn’t feel important, or valued, or getting their money’s worth, or supported; one of these styles of complaint.
When it happens so often, and this is only the ones I hear about, you have to question why.
Most recently this summer, a private members club held a dining event where I was the speaker. As I related some of these sentiments to the 100% NON-accounting audience, a delegate told me of how they had decided that month to break a 20+ year relationship with their accountants and move somewhere else. Having done so, they said, the impact of a positive minded partner was immediate and to quote them directly, “We’re paying more but that’s ok because we’re getting so much more attention”.
If you don’t look after your clients, someone else will be more than happy to.
To-do:
Call one client a day to say hi. Don’t bill it, don’t try to sell anything. 13% of these calls will end up in EWOs (Extra Work Orders).
It’s that simple.
To your success
Martin Bissett
