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Customer Service Information |
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Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?
In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. This simplicity of service and communications can grow your business and ensure that you never need to look for more work! And the sad fact is that there are many practioners that just don't deliver. So what makes a 'good accountant / lawyer'? People from all walks of life are looking for someone they can trust with their hard earnt money and that gives advice that can be understood. They aren't interested in Part IVA, debt defeasance, estopel and other industry terms or jargon and they are willing to pay for the service. From Professionals to Blue Collar Workers it is a common question that I am asked 'Where can I go for common sense advice, where can I go and who can I trust? Sadly, even amongst the largest service firms to the private practitioner there appears to be a dearth of pratical practitioners. More information at http://www.biz-momentum.com Where are they you ask? Where indeed! The sad fact is that many hide behind their memberships and qualifications. Before you think this is all esoteric may I remind you that I am a qualified accountant and a beleiver in the profession having worked in banking, finance and commerce for 20 years before strategic human resource advising. Here are some points to ponder and ask yourself if you are in the accounting or professional field ? 1. What do my customers really want? - In my experience, most customers want reassurance, want to be listened to and feel that you are there to help them and they will pay for this service. 2. Do you care? - you show you care by how you resond to their questions and to how you remember even the small things that are important to them. 3. Do you give them time? - we are all working at a hectic pace today, however customers want your time and will pay for it. 4. Do you follow up with them? - I recently engaged a firm of lawyers for a customer of mine. They rang me after seeing the lawyer and said how impressed they were. Why? - they hadn't seen the principal (this firm had 30 partners), however the principal had rung the next day to see whether they were being looked after. The firm now has a client for life. 5. Be practical - send a card, ring occasionally and you factor this in to your pricing. In a world of rapid change the one thing that people appreciate is the personal touch. Your business, accounting, law or other services business can be exciting, inspiring and profitable. Its' really not that hard - it just takes some effort, kindness and a customer focussed outlook. You can build your practice and enjoy the journey and the fruits of your labor. The choice is mine, the choice is yours. Philip Lye is Director of Biz Momentum Pty Ltd providing professional services in strategic human resource management, training your people to work with you and grow your business, and 'coaching you' to be a better executive. More information at http://www.biz-momentum.com Philip holds qualifications in Accounting, Leadership, Human Resource Management & Industrial Relations and is a qualified accountant. Philip started his working career as the 'postage clerk' in banking and finance rising through various business opportunities to CEO and CFO of two companies before leaving to start his own business in 2002.
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