• Home
  • About Us
  • Search Jobs
  • Submit Resume
  • Articles
  • Testimonials
  • Clients
  • Contact Us
Have you taken our Salary Survey?
  • My Account
  • Saved Jobs
  • My Searches
  • My Badges
  • Logout
Accountant Jobs. Find accounting jobs in Auditing, Insolvency, Business Services and Tax.
  • About Us
  • Jobs
  • Articles
  • Testimonials
  • Contact Us
Search Jobs
Find Talent

Search


OR

Submit Resume

  • Insolvency
  • Tax
  • Business Services
  • Auditing
  • Superannuation

How to Maximise Client Retention

By Veronica Costas
 
855
Views
Tweet

One of the most important factors influencing the success of an accounting firm – or any business for that matter, is customer retention. If you have loyal clients who you can count on through long periods of time, you can make plans and take calculated business risks.

Customer Service is Key

While 80 per cent of companies believe they provide superior customer service, only 8 per cent of their clients would agree with that. And, given that 70 per cent of clients say they would leave their current firms if they received poor customer service, the only way for accounting firms to maximise client retention is by ensuring they are satisfied.

Ask and You Shall Recieve

And the best way of learning what needs to be changed to make your clients happier – if anything at all – is by asking them. An online survey with well-designed simple questions is a good way of getting feedback. Studies show that surveys with 10 to 15 questions perform better than short ones, and response rates are higher for surveys sent out on Mondays than any other day. So make sure you ask your clients good questions that can provide you with insightful information, and do so early in the week.

Training staff to regularly ask clients for feedback or to check if they have any concerns or need any other services or insight and advice – which your firm can help them with – is another way of building customer relationships based on communication and trust, which encourages your clients to stick around, as they know the firm truly cares about their needs.

When meeting with clients in person, or talking to them on the phone, we recommend trying and getting deeper, more meaningful feedback, opinions and suggestions they wouldn’t be able to express on an online survey. Lastly, make sure you always keep in touch with them, not only during tax time.

Keep an eye on Accountant Jobs for the latest accounting related jobs, or follow us to stay up to date with our latest accounting blogs.

Follow us on Facebook
Follow us on Twitter
Follow us on LinkedIn

You might also be interested in:

MYOB annouces Paycorp acquisition

MYOB annouces Paycorp acquisition


Alongside strong full-year results, MYOB has announced $48m acquisition of Paycorp.

Deloitte and Bitcoin: How e-Currency Can Change an Industry

Deloitte and Bitcoin: How e-Currency Can Change an Industry


As one of the world’s big four invests in black market technology, we have a look at how it can be used to change the accounting industry as we know it today.

Customer Satisfaction: Small Banks On Par With Major Institutions

Customer Satisfaction: Small Banks On Par With Major Institutions


When it comes to service quality, Australian customers are enjoying the effort of smaller banks


Find Accounting Jobs Here: http://www.accountantjobs.com.au/jobs.aspx

Navigate
  • Home
  • Jobs
  • Submit Resume
  • News / Blogs
About Us
  • About Us
  • Testimonials
  • Contact Us
Links
  • AuditingJobs.com.au
  • BusinessServicesJobs.com.au
  • InsolvencyJobs.com.au
  • TaxJobs.com.au
Copyright 2021 PC Recruitment Pty Ltd. All rights reserved.

Privacy Policy - Cookies