When Fear Stops You Serving Your Best Clients

The client had been with the firm for over 30 years. The annual fee was 21,000 and there was at least that much available again in additional support that could be supplied to the client.

The client was a legacy client and only knew what the firm could do, based on the services that they were already buying.

The client felt they owned the place. The tax manager was scared to offer advice just in case the client didn’t like the advice offered.

The client regularly complained about price, service and eventually hinted that they were considering leaving the firm.

The managing partner had to act. What would you do in their shoes?

(answer in next week’s bullet)

To your success,

Martin Bissett

Picture of Martin Bissett

Martin Bissett

Martin Bissett is the founder of the Bissett Group of companies including data, software and digital communities such as APT, CAS, AIR and PAR.

Previously he established a high six figure consulting firm while serving as a keynote speaker with over 100 one off and repeat engagements to his name, as well as becoming the most published author on his topics of specialism with 14 books including 1 bestseller.

Since 1998, he has played a major part in working with over 2000 accounting firms in over 44 countries. These projects have led to those firms acquiring over £500m of recurring fees (before inflationary increases, referrals and upselling are factored in). He stopped keeping track of this number over 5 years ago.

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