There’s a bit of a discrepancy out there with this statistic – most CPA firms don’t realize this is why their clients leave. Retaining the clients you have and managing their satisfaction not only enables the firm to grow but it’s also a proven method to increase your bottom line.
Let me show you how to keep your clients happy – and your employees since the same holds true for them – with client surveys and interviews. Then you’ll discover what’s really happening.
Listen to the Pennsylvania Institute of CPAs CPA Conversations Podcast, Firing a Client for the Good of Your Firm, where I discuss how firing troublesome clients can have benefits beyond the bottom line with William Hayes, PICPA’s journal managing editor and content administrator.
Published articles regarding client satisfaction and retention
June 2013 – What CPAs Can Learn from Client Satisfaction Superstars, CPA Practice Management Forum – With client retention as a top issue, it is surprising that the majority of CPA firms do not have a formal client satisfaction program in place, especially as many claim to deliver superior client service. Read this article that reviews how client satisfaction superstars Marriott, USAA, and Trader Joe’s are successful at keeping their employees as well as their customers happy.
June 2012 – 5 Often-Overlooked Keys to Client Retention, First Choice – Chances are that at least some of your clients are thinking of switching CPA firms. Put these strategies to work to retain clients.
May 11, 2011 – Client Retention Strategies Every Firm Can Use, CPA Insider – To improve your chances of client retention consider these strategies.
September 2000 – Are Satisfied Clients Loyal Clients?, Partner to Partner Advisory – When your firm has more business than you can handle, are you paying attention to current client satisfaction? If not, you should.