In last months newsletter I highlighted the importance of the client service experience for professional service firms – it’s arguably of equal or greater importance than your technical “experience” (unless your experience is particularly unique).
A couple of recent items reinforce this message. First this article from accountingweb which runs through the reasons why clients leave CPA firms.
Second Michelle Golden via a post on Dan Hull’s “What About Clients” blog points to an article from the Canadian Bar Association’s website discussing the impression your reception and office meeting environment gives to clients – and provides a host of ideas for improvement.
Does your firm constantly seek to improve the client service experience with the same commitment that Toyota applies to its production process? I believe the client service experience should be a focus for relentless innovation and improvement.
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