As we still continue in a world of Business As (un)Usual the communications and support and experience we extend to our clients and prospective clients need more careful attention than ever.
I am a BIG advocate of crafting a remarkable customer experience. In this weeks Modern Firm Practices episode I focus on Customer/Client Experience and how it is rarely given any love.
“Clients don’t know the technical difference between a good and great accountant but EVERYONE knows a bad service vs a remarkable experience.”
The COVID world has brought a need to ramp up your empathy up to 11/10 which is a staggering increase as many firms already lack in this department. You also need to be very careful with your communications because it is not always what you say but “how you make the client feel.”
Following the topic of helping and supporting your clients, I’m soon to launch an in-demand course titled: Stop Selling | Start Helping. Following a recent needs survey and my daily calls with accountants you have told me that Sales and Confidence are at the top of your training list but you don’t want to sell - you just want to learn how to better help and support your clients.
My course speaks directly to this.
Stay tuned for updates for soon - I’ll be offering something special to my network and followers.
Until next week,
ps. you can view all the Modern Firm Practices episodes HERE