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Customers - What They Really Want - 6 Secrets of Customer
What customers really want can be divided into two areas. Firstly - they want the core service of your business to meet their needs. They expect your product or service to work. If you say you're a plumber, then the customer expects you to fix their...
Incentives and Customer Satisfaction
Improving Customer Satisfaction Through Incentive Compensation Halifax Electric Membership Corporation, in Enfield North Carolina, wanted to make sure they were meeting the needs of its 12,000 customers, who also happen to be its owners. They...
Negotiating to Buy a New Car the Easy Way
Do you hate the thought of buying a new car because of the struggle you have to go through negotiating with the dealership? Relax. Negotiating to buy a new car is easy. Sure their sales people receive negotiation training, but you have the upper...
Sequential Autoresponders Build Customer Relatonships
A powerful reason for making the switch from using the unlimited autoresponders that come free with your web hosting account to paying a monthly fee for an autoresponder service is the building of customer relationships through...
Success Tip : Making Your Business Look BIGGER to Your Customers
IT’S EASIER THAN YOU THINK NOT TO LOOK SMALL! Certain things will make your company look and feel small to investors and customers. By avoiding these easy to fix traps, you can go a long way in making your company appear more mature. First you must...
 
Accountants / Lawyers Do yourself a Favor - Konw what your Customers Want

In my day to day practice in assisting small business I often come across customers looking for a 'good' accountant or a 'good lawyer'. As an accountant myself the common thread for a 'good acountant or good 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 or good 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 your common sense understandable services.

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.

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 management 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. The customer 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 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.


About the Author

Philip Lye is Director of Biz Momentum Pty Ltd providing 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 has qualifications in accounting, leadership, human resource management and industrial relations.

 

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  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list