Live Webinar: Client Service + Satisfaction

Live Webinar: Client Service + Satisfaction

Thursday,
September 16,
2010,
1-2 PM ET.
 Join in the live chat, Q&A, and open discussion.
Limited to
first 100
participants.

$89.00

What you’ll learn:

  • What clients really think.
  • Why accounting firms lose clients.
  • How to manage client service to maximize client satisfaction.
  • The hidden land mines in your marketing program
  • How extraordinary client service can pay off for your firm.

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Session Preview:
(subject to change as new information develops)

What Clients Really Think

  • CLIENTS: How long has your CPA firm worked for you?
  • CPAs: How long have you worked with your clients?

The Recommendation Gap

Why Clients Change CPA Firms

Leaders vs. Laggards

  • Leaders are ___% more likely to have clients averaging _______ years or more.
  • Leaders are ___x more likely than laggards to say that “nearly every client” would ______________.
  • Leaders are ___x more likely to have ______ clients.
  • Leaders are ___x more likely to have a _______________ process.

How to Manage Client Service to Maximize Client Satisfaction

  • Leaders are nearly twice as likely to have a ______________________________.
  • Leaders are ___x more likely to _____________.
  • Leaders are ___x more likely to empower every staffer to ________________.

Buying Influencers

  • Clients are nearly ___x more likely to identify the ______ as the main decision-maker than CPAs.
  • Leaders are ___x likely to consider _________ as very important influencers than Laggards.
  • Clients are ___x more likely to involve their Boards of Directors than ________.

What Clients Want: The Expectations Gaps

  • Personal Chemistry: Clients __% vs CPAs __%
  • Clients are __x more interested in depth and breadth of ___________.

How Clients Choose: Service Level and Attention

  • Leaders ___% vs. Laggards ___%

How Clients Choose: Proactive Consultation

  • Leaders ___% vs. Laggards ___%
  • Leaders are ___x times more likely to rate “______________” as important to clients in selecting a new CPA firm.
  • Leaders focus on what they can control: _________.
  • Laggards focus on what they can’t: _______ and ________.

You have an effective referral program if …

How Extraordinary Client Service Can Pay Off for Your Firm

  • Leaders are nearly twice as likely to obtain new clients mostly from ___________.
  • Leaders are 4x more likely to have clients that ________ fee increases.

Key Elements of Client Satisfaction Program

Next Steps and To-Do Items

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Format:
Live Webinar
Length:
60 minutes
CPE:
CPE is not available for items purchased through the website at this time.
Technical Support:
If you’ve ever attended an online web conference, you should feel very comfortable with the state-of-the-art Adobe Acrobat Connect Pro application. But if you’d like to pre-test your system (it takes less than a minute), or if you need additional help, please go to: https://admin.acrobat.com/common/help/en/support/meeting_test.htm