Everyone talks about the importance of ‘good client service’, but does anyone really know how to consistently achieve it?

Here are four foundation blocks for building and maintaining your very own ‘exceptional client service culture’.

1. The best decision isn’t always the one that makes you money immediately
Long term relationships are built on a foundation of trust. This might sound like a bit of a cliché but it is true – if you act in a manner that is not in the best interests of your clients (even if it might be in your best interests in the foreseeable future) you risk jeopardising the financial windfalls that arise from long term partnerships.

2. Honesty is the best policy
The age old saying “the customer is always right” might be gospel at a fast food restaurant, but you shouldn’t let it underpin your client relationships.

Now, we are by no means not instructing you to pick up the phone tell your clients what you really think of them! Nor are we telling you to foster a ‘no’ culture within your workplace.

All we are saying is that when it is in the best interest of the client, you should tactfully push back on them (with full explanation of your reasons, of course).

Whilst the ‘tough love’ approach may be difficult at first, being open and honest with your client will serve your long term relationship far better than remaining subservient.

3. Help your client help you
Developing a symbiotic relationship with your client may help you save your relationship… and your sanity!

Accountant/client relationships are not a one-way road. Client input is an important ingredient in ensuring you can regularly deliver the best service for your client.

If clients come into your office unprepared, they are going to waste both yours and their time.

Here’s 3 quick tips to help you avoid this painful situation;

 - Provide a checklist – drop them an email with a list of things they need to have prepared.
It will save you time, give the client confidence and it is presents an opportunity to remind them of your great customer service

 - Plan meetings far in advance – get them to schedule in their appointments with you at the start of the year.
Key financial deadlines are not going to change. Book them in far in advance so they know where they have to be, when and with what.

4. Don’t spread yourself too thin
Client relationships are like a plant. If you love and nurture them they will last a long time and you will reap the fruits of your labour. If you neglect them they will die.

Whilst no-one walks into a business with the intention of providing poor client service, a poor service culture will often develop right underneath your nose. Many businesses with a growing customer base, for example, fail to scale resources to meet new demands and lose focus of the importance of maintaining a quality client service culture.
Here’s 3 quick tips to ensure you can maintain a quality client service culture;

 - Ask your clients about your performance
Measure client satisfaction and record the results to ensure you don’t drop below an acceptable level.

 - Speak to your employees about their workload
Don’t try and squeeze more out of them just to keep your costs down.

 - Manage your clients’ expectations from Day 1
If they know what they are going to receive from you and you deliver it everyone will be happy.