Accounting firms are facing increasing competition due to the rise of technology and cloud-based software. When businesses choose to outsource their accounting and financial tasks, they expect to work with a team of experienced professionals who keep up-to-date with the latest trends and can provide tailored solutions for their needs.
To succeed in this competitive landscape, accounting firms must be able to adapt to ever-changing expectations. Their ability to meet these expectations will determine whether they can build trust and rapport with clients.
Providing exceptional service and personalized solutions can help accounting firms differentiate themselves and stand out from their competitors. By continually updating their skills and leveraging technology, firms can meet the evolving needs of their clients and achieve long-term success.
6 Ways to Mastering Customer Delight
To address the challenges of increased competition and customer expectations, accounting firms need to focus on building strong relationships with their clients. This can be achieved by improving their customer service skills and offering personalized, value-added services.
Here are some tips that accounting firms can use to build trust and rapport with their clients:
Get to know your clients
Listen actively to your client's concerns and needs. Ask questions and seek clarification to ensure that you understand their requirements. This will help you to provide tailored services that meet their specific needs. The more you know your customers, their industry, and their motivations, the easier it will be to foresee scenarios and anticipate innovative solutions. Make it “your” business to know what is going on with your client’s business if you want to offer your best services and advice.
Be transparent
Communicate frequently with your clients and keep them informed about the progress of their work and any challenges that you encounter. Provide them with access to their real-time tracking on cloud-based accounting software. These will give them insurance of knowing exactly what is happening even if they don’t ever use it. Also, be open and honest about your processes and fees, don’t surprise them after the job is done.
What can you offer that others don’t?
In this blog, we have talked a lot about the challenges that new technologies, especially AI, have for accounting jobs. It’s expected for accountants to develop more and better soft and analytics skills to provide the human factor on accounting and finances strategic advice. Offering value-added services that go beyond traditional accounting services will be key in the upcoming market. For example, you could provide advice on tax planning, business strategy, and financial forecasting. This will demonstrate your expertise and provide additional value to your clients.
Be there when they need you most
Build a relationship of trust with your clients by being reliable and consistent. Meet your deadlines and exceed expectations whenever possible it’s important, this will help to establish your credibility and build trust over time. But the real game changer comes from being available to clients when they need you the most. This is crucial in building a strong relationship with them. To provide exceptional service, accounting firms must be flexible with their schedules. If a client requires urgent attention for their accounts or tax returns, a firm should have the capability to respond quickly and meet their needs.
Become tech savvy
Use technology to improve your efficiency and effectiveness. Invest in accounting software and tools that can help you to streamline your processes and deliver better results. This will also help you to stay competitive in a rapidly changing market. But above all, invest in training for your employees and encourage them to innovate. Stay up-to-date with the latest technologies can make a difference.
Own up to your mistakes
As an accounting firm, your clients rely on your professional experience to navigate complex accounting, financial, compliance/regulatory, and tax issues. However, mistakes can happen, and it's crucial to take responsibility if a client is penalized due to an oversight on your part.
By owning up to the mistake and taking steps to make things right, you can show your clients that you value their trust and are committed to delivering high-quality services. This could involve dropping service charges for the specific service, offering discounts, or taking other steps to mitigate the impact of the penalty.
Keep Them Happy and They’ll Come Back
In today's competitive business landscape, delivering exceptional customer service is critical to the success of accounting firms. With competitors offering similar services, building a loyal base of satisfied clients is the key to expanding your brand and standing out from the crowd.
While technology and automation have transformed the accounting industry, human interactions remain at the heart of delivering exceptional customer service. By investing in customer service skills, accounting firms can build trust and rapport with clients and create a brand that clients will return to for years to come.
Kevin Mitchell, CPA
Senior Manager and CPA with over 20 years of experience in accounting and financial services, specializing in risk management and regulatory compliance. Skilled in managing audits and leading teams to deliver exceptional services. Proud father of two.
References
Gahlaut, D. (2019, October 22). Why Accounting Firms Need To Delight Customers — Top 7 Ways to Boost Customer Service. Medium. https://deepanshugahlaut.medium.com/why-accounting-firms-need-to-delight-customers-top-7-ways-to-boost-customer-service-2f2792040fb7
