5 Simple Tricks- Keeping Clients in the CPA Industry - By: Ken Marshall

Stores can offer low prices and interesting products to earn steady patronage, but accounting firms and CPAs find they need to be a bit more strategic to keep their clients coming back. Offering superb bookkeeping services, elegantly designed CPA websites, and no-flaw tax returns are a great start - but the competition is entirely capable of achieving this same basic level of professionalism. CPA practices need to do better than that to ensure that their clients want to stay on.

Here are several tips for how to retain clients.

Increase Convenience for Clients with CPA Websites and More

When the job is all about numbers, a personal feel is sometimes difficult to establish. Here are some steps you can take to humanize your business:

- Set up a web presence. Savvy CPAs invest in CPA websites so they can offer their clients the latest in convenience, such as client portals and the ability to pay their fees online.

- For clients who use Facebook and Twitter, set up social media accounts so you can easily answer questions in real time.

- Make follow-up calls to ensure clients have no further questions, that their tax forms were processed correctly, and that their business is doing well.

- Keep small personal notes on each client. Make it a habit to review the material before a meeting so you can chit-chat about your clients' kids, their new summer home, or their recent travels; it gives you instant likability.

Under Promise and Over Deliver

Be very careful not to promise the world to your clients. For instance, they should know that if they turn in their tax materials within a week of tax day, you likely won't be able to complete their return on time.

That being said, you should always work to deliver more than you've promised. And if you make a big push and DO get taxes done by the 15th even though materials were late, be sure to point out your extra effort.

CPA websites can help here, too. If you invest in a high-quality site with a client portal, online bookkeeping, QuickBooks support, and similar features, your clients will benefit. They may not be expecting such such convenient, time-saving tools, so this is a great way to impress them.

Maintain the Highest Degree of Honesty

Unfortunately, many people automatically assume those who deal with financial matters are dishonest. Given this reality, accountants and CPAs have a bit of an uphill battle when it comes to establishing trust.

So you must be vigilant: never lie, and always be as upfront as possible with unpleasant news, rather than beating around the bush.

It also helps to express your trustworthiness in other ways. Being courteous, considerate, and always following through on your promises are other ways you can convey your honesty. The little things really do add up.

Never Ignore Your Clients

Hard-to-reach businesses lose customers. When clients are worried about money, waiting hours or days for a return phone call provides ample time for increased fears.

Make sure your office is able to deliver prompt communication on all issues. Follow up by phone or email as soon as you can, even if it's just to report that you'll be in touch with more information later.

Your Clients Want a Real Person - Be One!

People like to work with other human beings, not robots. So if you like to tell jokes, then tell jokes. If you're more reserved, be warm and friendly, but don't force yourself to be more talkative than you feel. Of course you won't be a perfect fit for each and every client, but that shouldn't be your goal. Conforming to the desires of every customer means you are not a match for any.

Learning how to retain clients is important for anyone in the service industry, and CPAs are no exception. The more you can use CPA websites, social media, and prompt and respectful communication to impress your clients, the easier it will be to keep them on, which is far preferable to finding new clients, after all. Make your top priority the clients who bring in the most revenue and you should be able to enjoy a solid base of clients and a reliable income.

About the Author

Kenny is an independant consultant and former VP of CPASiteSolutions.com. His AOE is marketing small firms by making use of superior CPA websites. While using social networking websites and Search Engines forms the basis of his strategy he also stresses the importance of good, old fashioned network marketing and customer service in helping accounting and CPA firms grow their customer bases.

Article Directory Source: http://www.articlerich.com/profile/Ken-Marshall/139471

Additional Articles From - Home | Business | Networking