Top 10 Customer Service Strategies

Customer service maven Shep Hyken joins the SevenKeys CPA webinar on client service, “How to Protect Your Clients from Competition.”

Here, Hyken lists ten critically important ideas for delivering outstanding client service.

For example:

1. Analyze when things go RIGHT. (Not just when things go wrong.)

2. Make sure client experiences are consistent.You can’t deliver great customer only SOME of the time. That can be worse than delivering average client service ALL THE TIME: The reason: Clients don’t know what to expect from you.

3. Create a client service culture: Treat your employees as well or better than your clients.

For more, click the video:


LIVE WEBINAR: July 25, 12 Noon to 1:15 pm EDT
With special Guest Shep Hyken, customer service advocate,
providing strategies on client service, satisfaction and retention.

Register Today – Only $89

See the complete 2013 webinar schedule.

 

 

 

 

 

 

 

Thanks for the the feedback!

Thanks to everyone for joining us for the webinar, “How to Generate, Nurture and Close New Business.” Watch for the link to the recording.

Your early feedback has been terrific!

  • “Relevant useful content – ability to act on today.” – Carol C. Carlile, Holthouse Carlin & Van Trigt LLP,
    Costa Mesa, CA
  • “It was very informative, allowed me to see the things we as a firm are doing right and some things we need to focus more on. The guest speaker was also fantastic and really knew the subject matter.”
  • “Good content, but needed more questions answered and give more examples of strategies that work in the acctg” field.”
  • “I was impressed with what you know, how much you know about it & how well you articulate your message.”
  • “It is very timely for our firm since we are in the process of re-doing our website and starting to embrace social media.”

The next event is July 25, “How to Protect Your Clients from Competitors / Client Service, Satisfaction & Retention.”

See the full schedule here.

 

 

Beyond Traditional Practice Management

What happens when today’s practice management principles become obsolete?

This article is adapted from the forthcoming book, “SevenKeys to Successful CPA Firm Management”

In today’s competitive and rapidly changing business environment, change management may be the single most important skill for every CPA.

Technology, demographics and globalization are demanding new business models from accountants. In some ways, the traditional principles of management of an accounting practice (MAP, for short) are under such pressure that they may never be quite the same again. Today, it seems, there is no single best way to run a firm.

For sure, just “keeping up” is a major challenge for many professionals, according to variety of authorities. “Keeping up” with tax and accounting rules or “keeping up” with technology emerge again and again on the short list of troublesome issues for CPAs, according to the American Institute of CPAs.

But “keeping up” is not a strategy. Not a strategy for success, anyway. Many of the most successful firms I’m seeing these days are going beyond “keeping up.” Or, I should say, are going around “keeping up.”

Read the rest of this entry »

SevenKeys Pinpoints Three Marketing Hallmarks of Leading Firms

New research Seven Keys to Successful CPA Firm Management program isolates at least three defining characteristics of peak performing accounting firms.

The research results, unveiled in a two-hour workshop, show that so-called SevenKeys Leaders are:

  • 19 times more likely than lagging firms to grow revenue faster than most competitors.
  • 14 times more likely to be more profitable than most competitors, and
  • 11 times more likely to be satisfied with their firm’s performance in marketing and business development.

The new research findings also reveal the winning strategies and tactics deployed by the leading firms.

At the top of the list for SevenKeys Leaders:

  • Networking,
  • social media and
  • blogging, public speaking, and
  • website upgrades.

Workshop attendees get the full survey results, apply the new benchmarks to their own practices using self-assessment scoresheets, and use a specially designed workbook to lay out action plans.

Overall, the data seem to show that firms are narrowing their marketing efforts while generally increasing overall activity.