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.

---

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

How to Retain Your Customers the Dish Network Way

Customer retention is vital to a business. If you cannot... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their... Read More

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... Read More

Customer No Service - How to Lose a Loyal Customer!

So today was the day where I almost stopped going... Read More

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

How to Easily Increase Your Profits

Do you remember the last time you went into a... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Doesnt Anybody Work Here? Nametags Impact Employee Communication

Walmart was the first business to require all its employees... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone... Read More

Making Your Contacts Work For You

The best way to explain this concept is to tell... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business,... Read More

The Nine Principles of Customer Service for the Travel Industry©

If you want to learn how to get your clients... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More