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Customer Care

customer care

Mastering Client Communications: Common Pitfalls and Proven Solutions

customer care

Mastering Client Communications:

Common Pitfalls and Proven Solutions

virtual assistant

Client communications are the secret ingredient that can turn any business venture into a sizzling success or a fizzled failure. Misunderstandings and communication breakdowns can often lead to frustration and delays in your projects. 

Effective client communication is the cornerstone of a successful business relationship, yet it's surprisingly easy for things to go awry. Read on for some common pitfalls in client communication and actionable strategies to overcome them, explicitly tailored to your needs as a small to medium business owner.

Lack of Clarity in Expectations

Unclear expectations are a breeding ground for disappointment. As a business owner, setting clear expectations from the outset is crucial. Clearly outline project scope, timelines, deliverables, and any potential obstacles. Consider creating a detailed contract or service agreement to formalize these expectations.

TaskVA Solution: Implement a robust onboarding process with a detailed project brief or kickoff meeting. Use this opportunity to align expectations with your client and ensure everyone is on the same page from day one. Utilize project management tools like ClickUp or Teamwork to track progress and keep communication transparent.

Poor Timing and Frequency of Communication

In today's fast-paced world, timely communication is essential. Clients appreciate regular updates on the status of their projects and quick responses to their inquiries. Failure to communicate promptly can lead to frustration and erode trust.

TaskVA Solution: Establish a communication schedule with your clients, outlining when and how often you'll provide updates. Set realistic response time expectations and strive to reply to client messages within 24 hours whenever possible. Consider using automation tools like chatbots or email templates to streamline communication and maintain consistency.

Misunderstandings Due to Language or Jargon

Communication breakdowns often occur when clients and service providers speak different "languages." Technical jargon or industry-specific terminology can confuse clients and hinder effective communication.

TaskVA Solution: Adopt a clear, concise communication style that avoids unnecessary jargon. Take the time to explain complex concepts in uncomplicated terms, ensuring your clients fully understand the information. Encourage open dialogue and invite clients to ask questions if they're unsure about anything.

Ignoring Feedback or Criticism

Feedback, whether positive or negative, is invaluable for improving your services and strengthening client relationships. Ignoring or dismissing client feedback can damage your reputation and business growth.

TaskVA Solution: Embrace feedback as an opportunity for growth and improvement. Asking for feedback from your clients throughout the project lifecycle demonstrates a willingness to listen and adapt based on their input. Use feedback to refine your processes, enhance your services, and exceed client expectations.

Inadequate Documentation

Clear documentation is essential for ensuring mutual understanding and accountability. Without proper documentation, important details can be forgotten or overlooked, leading to confusion and disputes.

TaskVA Solution: Create comprehensive project documentation that outlines vital agreements, milestones, and deliverables. Keep your clients informed by providing regular progress reports and updates. Consider electronic signature tools like DocuSign or Adobe Sign to formalize agreements and streamline your process.

Mastering client communication is a critical skill for any business owner. By addressing common communication pitfalls head-on and implementing proactive strategies for improvement, you can foster stronger client relationships, enhance project outcomes, and ultimately drive business success.

 

Ready to take your client communication to the next level? Contact us today to learn more about our tailored customer care program and how we can help elevate your business.

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The Timeless Art of the Handwritten Letter

the handwritten letter

The Timeless Art of the Handwritten Letter

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In today's fast-paced digital age, where instant messaging and emails dominate our communication landscape, handwritten letters symbolize thoughtfulness and personal connection. It's like finding a hidden gem in a world filled with shiny distractions.

Typically, your mailbox is overflowing with bills, advertisements, and perhaps a stray package or two. Then, amidst the clutter, you spot a beautifully addressed envelope adorned with an actual postage stamp. Instantly, your curiosity is piqued. You tear it open to find a handwritten letter, and suddenly, the world around you fades as you immerse yourself in the sender's words.

Why Write Handwritten Letters Today?

In an era when we can convey messages with the click of a button, why should you still consider the handwritten letter? Here are a few reasons:

  1. A Personal Touch: Sending a handwritten letter is like extending a warm, personal embrace. It shows that you've invested time and effort in communicating, making the recipient feel special.
  2. Memorable and Tangible: Emails get buried in inboxes, but a handwritten letter? It's a keepsake. People often save them for years, creating a tangible connection that endures.
  3. Escape from Digital Overload: In a world inundated with screens and notifications, a letter offers a break from the digital noise, allowing you to savor the moment of reading and writing.

But Email is Much Faster and More Convenient

A handwritten letter is a gentle reminder that some things are worth savoring slowly in a world that moves at the speed of light.

Pros:

    • Unforgettable personal touch.
    • Lasting keepsakes.
    • Escape from digital fatigue.

Cons:

    • Slower delivery compared to emails.
    • Limited use for urgent or business communication.

Tips for the Handwritten Letter

Now that we've established the value of the handwritten letter, let's discuss some tips to make it even more impactful in 2023:

  1. Choose Quality Stationery: Invest in quality paper and envelopes. A smooth, luxurious feel can elevate the entire experience.
  2. The Power of the Pen: Opt for a good-quality pen with ink that flows smoothly. Your handwriting will thank you, and so will the recipient.
  3. Thoughtful Content: Pour your heart into the letter. Share stories, express gratitude, or simply catch up. Make it personal and genuine.
  4. Addressing and Decor: Take time to address the envelope neatly. You can even dress it up with some tasteful decorations or stickers.
  5. Timing Matters: While emails are often about instant responses, handwritten letters allow you to choose the perfect moment to send your message, such as a birthday, an anniversary, or just because.

The handwritten letter is a timeless art form that continues to captivate hearts, even today. It's not about abandoning technology but about enriching our connections with something as simple and beautiful as a handwritten note. So, the next time you want to express your feelings or make someone's day, consider picking up a pen and letting your thoughts flow onto paper.

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listening, customer care

Listening is the Key to Exceptional Customer Care

Listening is the Key to Exceptional Customer Care

listening, customer care
virtual assistant
CUSTOMER CARE

Listening to your customers is the key to exceptional customer care. Ignoring their feedback and complaints can not only result in the loss of valuable customers but damage your reputation as a business. Without taking their needs into consideration, you cannot provide satisfactory services or products that meet their expectations. Therefore, it's imperative that you listen attentively to what they have to say and act upon their concerns promptly.

Businesses always claim their clients come first, but so few deliver on that idea. If you are just slightly better than average in delivering customer service, you are already most of the way there. So it's time to step it up and take it all the way.  Regardless of whether your client is engaging with you via email, on social media, or elsewhere, they should feel at home, as if everything were made for them, is all about them - because it is.

Many years ago, I worked as a service advisor in a Chrysler Jeep/Eagle dealership. Our focus was to listen to the customer as if they were the only one in the room and provide a white glove service. This was known as “Customer One” and evolved to Customer Care. Many years later, while preparing my business for launch, I worked with a business coach. He looked over the services I provide and asked if I wanted my clients to feel serviced or cared for. I thought back on my training in the service department and the positive reviews I received from my customers. I quickly changed my thought process and began offering Customer Care to my clients.

How can you move from customer service to customer care? It begins with Operational Excellence. Simply put, provide a better-quality service, ensure best-practice processes are in place, and if your response time takes longer than 24 hours, improve it!

As a provider:

  • Know your client's critical needs!
  • Conduct regular audits of your processes
  • Facilitate just-in-time delivery
  • Do it right the first time

As client:

  • Communicate!
  • Communicate!
  • Communicate!
Richard-Branson-Virgin-Group

To achieve operational excellence, you and your team must be of the same mindset and behaviors. Mindset must be customer-centric, not about production quotas.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. – Jeff Bezos, Amazon

CUSTOMER SATISFACTION

How do you know if your client is really happy? Do you feel confident that, if given a survey, they would return that coveted 5-star rating? Meeting your client's critical needs is paramount. Speaking to those needs is marketing. In today’s highly competitive environment, client retention is at the top of the list, and client loyalty is dependent on the client's perception. It is no wonder that businesses turn to the Kano Model to determine client satisfaction. The Kano Model, also known as “Kano Analysis”, was created by Japan’s Dr. Noriaki Kano in 1984.

Kano Model
Kano Model

The model is designed to find the connection between the product or service and customer satisfaction. The model divides attributes into four categories: threshold, performance, excitement and indifferent, to determine customer satisfaction and dissatisfaction

Do you know what your client wants, what they need? The number one method to determine what they want? ASK THEM, and then LISTEN! Find out what makes them tick. Get to know your client.

LISTEN

Kano suggests that customer satisfaction falls into 3 categories:

  1. Dissatisfiers – this is your basic quality service. It does not increase satisfaction, but absence of will LOWER it; This level must ALWAYS be met.
  2. Satisfiers – This is your performance quality. Simply, you met their expectations.
  3. Delighters – This is the excitement quality – the WOW factor. You exceeded your client's expectations; it was an unexpected surprise. This level increases your market share.
listen

We are in an amazing era of technology with an endless set of communication tools in the toolbox. Smartphones have revolutionized the way we can communicate with our clients. You can text, email, video chat, post on social media, and guess what? You can even call them!! Therefore, the best way to find what they really want and need is to ask them..simple.

You’ll want to ask questions like:

  1. What Can I Do to Make Your Life Easier?
  2. What is Your Next Goal?
  3. What Problems or Roadblocks are You Facing Now?
  4. What’s the One Thing You Wish I Did Better?
  5. What’s the One Thing I Did Better?

When reaching out to your clients, the number one rule is to listen. Ask your client, “What can I do for you today?”  This one sentence packs a powerful punch. It shows you care more for their needs than what they can purchase from you. Take some time to familiarize yourself first with the information you already have about them so that you can mention some of that in your conversation.

Remember, a happy client is a loyal client. By actively listening and responding to their feedback, you show them that you value their opinion and are committed to providing exceptional service. This can lead to increased trust, loyalty, and even positive word-of-mouth marketing. So take the time to listen to your clients' needs and concerns. And don't forget to routinely ask for their feedback - it's one of the most effective ways to improve your business!

We offer Customer Care Packages customized to put your clients at the forefront of your priority list!

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connecting with clients, customer care

The Importance of Connecting With Clients

The Importance of Connecting With Clients

virtual assistant

Let's talk about the importance of connecting with your clients and why building meaningful relationships through trust, communication, and understanding is vital for any thriving business, but I firmly believe it is crucial for the success of an accounting business.

In today's fast-paced and competitive world, establishing a genuine connection with your clients goes beyond just providing a product or service. It's about creating a bond that goes deeper, fostering trust, and showing them that you genuinely care about their needs and aspirations.

It is vital to connect with your accounting clients and be there to answer all of their questions. The people who come to you for professional help do so because you deliver something that they cannot or do not want to handle on their own. They're hoping that you can fulfill their needs somehow, and they look to you as an expert guide. Naturally, therefore, they require your help in solving their problems.

So when your potential clients decide that it's time to fork over their hard-earned cash to solicit your support that brings them closer to their goals, they're always going to search for that one intangible thing, trust.

One of the key elements in building strong client relationships is trust. Trust forms the foundation upon which a successful business relationship is built. When clients trust you, they feel confident in your abilities and have faith that you'll deliver on your promises. Trust develops over time through consistent, reliable performance and transparent communication. By following through on your commitments and being honest and transparent in your dealings, you demonstrate that you value their trust.

✨They want to trust your expertise and your ability to solve their challenge.

✨They want to trust that you're keeping their needs on the highest priority.

✨They want to trust that you will provide high value with your services.

✨They want to trust that you won't rip them off

✨They want to trust that you won't do something unethical in your business dealings with them.

And the best way to build that trust is through communication.

Effective communication involves actively listening to your client's needs, concerns, and feedback. By taking the time to understand their unique requirements, you can tailor your services to meet their specific expectations. Clear and open lines of communication allow for a better exchange of ideas, leading to improved collaboration and problem-solving. Regularly checking in with your clients and keeping them informed about progress or any changes in your business helps build rapport and demonstrates that you value their input.

Your clients want to get the sense that you are "with them" every step of the way. Use the below steps as a guide to help you deliver effective communication that reaches your client at key points in your project or process:

1️⃣ Kick-off with a getting-to-know-you dialog. Keep the conversation about the client and their wants and needs.

2️⃣  Keep your client engaged at all times. The dialogue doesn't end after the introductions and proverbial or literal handshake.

3️⃣  After the intro conversation, guide your clients through the phases of the business you are handling for them or the transaction you are carrying out on their behalf.

Understanding your client is essential for providing exceptional service. It's crucial to take the time to learn about their industry, their goals, and their pain points. When you can demonstrate a deep understanding of their challenges and provide tailored solutions, you position yourself as a trusted advisor and a valuable resource. This level of understanding can only be achieved through active engagement and ongoing relationship-building efforts.

Building meaningful relationships with clients also leads to long-term loyalty. When clients feel valued and appreciated, they are more likely to remain loyal to your business and refer you to others. Word-of-mouth referrals are a powerful way to expand your client base and enhance your reputation. By going the extra mile to create a positive experience for your clients, you can foster a network of satisfied customers who become advocates for your brand.

Connecting with clients on a deeper level by establishing trust, fostering open communication, and understanding their unique needs is essential for any successful business. By investing time and effort in building meaningful relationships, you can create a solid foundation for growth, loyalty, and mutual success. Remember, it's not just about the transaction; it's about building lasting partnerships that stand the test of time.

We offer Customer Care Packages customized to put your clients at the forefront of your priority list!

Ready to find out more?

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customer care

High-Touch Customer Care

customer care

High-Touch Customer Care

virtual assistant

Gary Vaynerchuk, serial entrepreneur and one of the most sought-after public speakers today, has stated that the best marketing strategy ever is to simply care, and high-touch marketing shows that you care.

Now imagine if you took that same marketing strategy and used it in your customer care program.

High Touch, as defined by yourdictionary.com, is dealing with or interacting with a human being as opposed to transacting with computers or high-tech.

High-touch customer care focuses on human interaction, dealing with or interacting with your clients as human beings in a personal and empathetic way using low-tech methods.

High-touch involves ensuring that you increase the human factor in all your client-facing efforts. Even though most of your business may be conducted online today, your customers still value social interaction, and because of this fact, high-touch methods can be the differentiator for your accounting firm.

As an Accountant or CPA, there is one thing that can set your business apart from the giant multinational corporate firms - the individual care you can give a client. You can offer a better experience to your clients because you understand their journey and how it relates to what you can offer them at that point in terms of service and education. By prioritizing a personalized approach, you can create an unrivaled customer experience that not only sets you apart from competitors but also fosters loyalty and trust and ultimately drives your bottom line.

High-touch consists of creating hyper-personalized experiences for your clients.

Clients value experiences today more than ever in the history of humans. The great thing is that you can do that more easily because, as a small Accounting firm, you are able to personalize the client experience, individually. The hard part is developing that experience, virtually.

Many Accountants and CPAs had to pivot to a virtual environment during the Covid-19 Pandemic, and, as a result, those online businesses and websites had a more attentive audience.  Now that restrictions have lifted and people are slowly returning to a life outside their home, and away from the computer, you want to be careful with how you nurture that audience; finding the correct balance to keeping their attention, without coming across as a used-car salesman.

Clients Want to Feel Special

The higher value client experience will translate into your customers feeling like VIPs.

When clients feel like very important people, they are more willing to pay more for that upgraded experience. People will pay for value, and feeling special makes them feel important.

By taking the time to listen, empathize, and engage with your customers truly, you demonstrate a genuine commitment to their satisfaction. This personalized approach not only enhances their overall experience but also builds a strong emotional connection, creating excitement and passion because they are getting more of what they really want from you, making them more likely to become brand advocates and repeat customers.

The most important marketing skill you have is to listen to your clients.

Really get to know your client.  Read all correspondence between your firm and the client. Take notes about their problems, issues, and happiness. Fill in the information in your client file as you discover it.

Using your client files, create a full profile for each of your top clients that include their name, demographics, family information, services they receive from you and potential areas of growth, communication history, social media profiles, websites, and more. The more information you can find that is relevant to your offerings, the better.

Do make sure to set a schedule for learning about your top clients, as doing this can be remarkably interesting but quite time-consuming.

Create personalized interactive communities for your VIP customers to join and really bring the conversation with your best clients to a new level. Bring your clients closer to you so that you can help them more and they can learn more. The more open you are, and the more they learn from you, the more likely they are going to stick around when you announce your price increases.

Another way to get to know your clients is through their websites.  Find their websites if they have them based on the information you can find in your system. If they do not have websites, that’s okay. You can find out information by who they follow on social media, and the sites they like to visit.

Social Media is Not a One-Way Virtual Street...

Friend/Follow their social media. Ensure that you follow or friend them based on the information they have given to you. If you discover that you do not have that much information on them, see if you can find them following you on your social media platforms so you can follow them back. If not, invite them to follow you so you can follow them back. Quick side note here - hiring a social media manager can greatly help with this task!!

High-touch customer care is using personalized marketing methods that provide a lot of human touchpoints and can easily be incorporated into your business model by:

More Segmentation – The more you can segment your audience, the better. Using the technology to break down your customers into smaller, more personalized groups will help you develop the right offers as well as content to market those offers.

Extreme Personalization – With extreme personalization, it can’t be automated. This is going to include doing things just for one client at a time. For example, sending a thank you note in the mail after they sign on.

Personal Phone Calls – Give your clients a call to thank them and offer your personal help. Most of the time, you’ll end up leaving a message, but they’ll still feel super special getting a call of thanks from you.

Relationship Building – Find out who your top ten clients are and focus on following them on social media and interacting with them more. You can also send surveys to incorporate technology in helping build the relationships closer.

Customized Packages and Offers – Develop a special offer that is just for your top ten. Talk to them and let them tell you what they want, then give it to them.

Ultimately, high-touch customer care is all about super personalized marketing that provides a way for you to include your unique human touch for your clients - all of them, not just the top ten.

Implementing high-touch customer care and personalized marketing strategies is truly a win-win for your business. By investing in these practices, you demonstrate your commitment to exceptional customer service, earning the trust and loyalty of your clientele. In return, your customers reward you with increased engagement, repeat business, and positive word-of-mouth referrals. Additionally, through personalized marketing, you optimize your marketing efforts, ensuring maximum impact and return on investment.

Wondering if you need a virtual assistant? Imagine if you could get rid of all the time-wasting tasks that clog up your schedule and just focus on what matters most to your business. Sounds good, right?

Contact me at Info@thetaskva.com for more information, or schedule a quick 15-minute chat.

Take our quiz and see if you need a helping hand.

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defining a virtual assistant

Getting the Help You Need Virtually

defining a virtual assistant

Getting the Help You Need Virtually

virtual assistant

In today's fast-paced business world, accountants and Certified Public Accountants (CPAs) often find themselves overwhelmed by a multitude of tasks. Keeping up with all of the routines can be difficult. There are fifty million things to accomplish in one day with too little time and too few people to help. However, with the rise of virtual assistance, they can now access a valuable resource that can alleviate their workload and enhance their overall efficiency.

When you need an extra helping hand, look to a virtual assistant.  Most VAs offer a variety of services, from administrative to technical to creative, and will advertise themselves in their area of expertise.  For example, some assistants will focus on designing websites for you and maintaining the website or database after completion.

One of the benefits of hiring a virtual assistant is cost savings.  They will work for you from their own home office; they are not employees, so you do not need to pay employee tax or benefits. Partnering with a VA allows you to pay for the work you need and not for idle time.  Simply put, if there is no work, you don't pay them.

Finding A Virtual Assistant

Finding a reliable virtual assistant begins with clearly defining your needs and expectations. Consider the specific tasks you want to delegate, such as data entry, bookkeeping, tax preparation, or client communication. Look for virtual assistants with a background in accounting or finance to ensure they possess the necessary skills and understanding of your industry.

You can find virtual assistants through reputable online platforms such as VANetworking, the VA industry's market leader since 2003, that connect businesses with skilled professionals. Take the time to review their profiles, read client testimonials, and assess their qualifications and experience. Conduct interviews to ensure a good fit and discuss their availability, communication methods, and work processes.

Pricing a Virtual Assistant

Pricing for virtual assistant services can vary depending on factors such as experience, skill level, and the complexity of tasks. Some virtual assistants charge an hourly rate, while others offer package deals or retainer-based pricing. Consider your budget and the value you expect from the virtual assistant's support. Keep in mind that investing in a skilled virtual assistant can lead to significant time savings and increased productivity.

Benefits of a Virtual Assistant

Short-term Benefits:

Quick Onboarding: Virtual assistants are experienced professionals who can adapt swiftly to new environments and tools. They require minimal training, allowing accountants and CPAs to experience immediate relief from their workload.

Cost Savings: Hiring full-time staff to handle temporary or seasonal tasks can be costly. Virtual assistants offer a cost-effective alternative, as they can be engaged on an as-needed basis, eliminating the need for long-term commitments or benefits packages.

Diverse Skill Set: Virtual assistants often possess a diverse skill set beyond basic accounting tasks. They can offer support in areas such as project management, marketing, research, or customer service, providing additional value to your business.

Long-term Benefits:

Time Savings: Virtual assistants can handle time-consuming tasks such as data entry, report generation, and document organization. By delegating these responsibilities, accountants and CPAs can free up valuable time to focus on core activities, such as financial analysis, strategic planning, and client consultations.

Enhanced Efficiency: Virtual assistants bring expertise and efficiency to repetitive tasks, ensuring accuracy and timely completion. They can assist with bookkeeping, reconciliations, and other administrative duties, reducing the risk of errors and allowing accountants to work with confidence.

Scalability: Virtual assistants provide a flexible solution, allowing businesses to scale their support according to workload fluctuations. During peak periods, such as tax season, virtual assistants can handle the increased demands, preventing overload and burnout among the accounting team.

Incorporating a virtual assistant into the workflow of busy accountants and CPAs can significantly improve productivity, efficiency, and work-life balance. By carefully selecting a virtual assistant with accounting expertise and considering pricing structures, accountants can unlock long-term benefits such as time savings, enhanced efficiency, and scalability. Additionally, the short-term advantages of quick onboarding, cost savings, and a diverse skill set make virtual assistants a valuable resource for accounting professionals seeking to optimize their operations in today's digital age.

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planning success

Client Management Through Daily Planning & Organization

planning success

Client Management Through Daily Planning & Organization

virtual assistant
What do client management and daily planning have in common? For starters, they are two essential skills for any business professional. When done well, these activities can help you stay organized and on top of your work.
Effective client management is essential for ensuring successful productivity. To make sure all of your clients get the attention they deserve, here are some effective strategies you can use for daily planning & organization. Doing this will help you maximize your productivity and ensure swift service to all your clients.

 

Strategy 1: Establish Clear Goals and Objectives for Each Client

Establishing clear goals and objectives with each client is an important step in building a successful client relationship. Having clearly defined goals ensures that everyone is on the same page and helps to ensure that the project runs smoothly from start to finish. It also allows you to measure progress and success, as well as identify areas for improvement. By setting specific goals with your clients, you can help them achieve their desired outcomes in a timely manner. Furthermore, it will help you build trust with your clients and ensure that they are satisfied with the services provided.

 

Strategy 2: Use Automation to Your Advantage, Make Your Job Easier

Automated systems can be extremely beneficial for tracking client progress and scheduling appointments. With the help of a calendar app for clients, digital appointment scheduler, and workflow automation software, businesses can save time and money while providing better customer service. Automation also eliminates manual tasks that are time-consuming and prone to human error. By automating these processes, businesses can focus on more important tasks, such as creating content or marketing strategies. Automated systems also allow businesses to track client progress in real time, which helps them make informed decisions quickly. Additionally, automated systems provide an efficient way to schedule appointments with clients without any hassle or confusion.

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Strategy 3: Stay Organized With Technology

Staying organized is essential for productivity and success. Setting priorities and utilizing technology are two of the best practices to help you stay organized. With the right task list manager app, you can easily create and manage tasks, prioritize them using various task prioritization methodologies, and track your progress. This will help you stay focused on what’s important and ensure that you don’t miss any deadlines or important tasks. By utilizing technology in this way, you can make sure that your daily tasks are completed on time and that you remain organized throughout the day.

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client communication

How To Communicate With Your Client

client communication

How To Communicate With Your Client

virtual assistant

As a small accounting firm, your main goal is to deliver an exceptional client experience to everyone who solicits you for business.

However, building trust and confidence in your clients isn't just about offering a great product or delivering world-class service. Well, it is, but it's also more than that.

Communication plays a huge role in whether people decide to become repeat clients of yours.

After all, even if we're doing our very best job for people, sometimes things go wrong that are outside the realm of our control. Let's face it, most accounting clients dread hearing from their accountant. Very rarely is it good news.

You must be able to communicate effectively and quickly with your clients. How you handle the difficult moments and how you choose to communicate with clients during a high-pressure situation is the real test that determines whether or not they'll return again despite the difficulties that cropped up.

Remember, how you communicate to your clients is the key to helping them grow confidence in your ability to deliver. Therefore, it's crucial that you:

🗝  Remain calm and reassuring throughout your ongoing dialogue with clients.

🗝  Convey a certain sense of empathy so the client will get the impression that you genuinely care.

🗝  When circumstances call for it, apologize or offer to make good on a situation if necessary.

🗝  Help clients stay on track with shared goals rather than dwelling on what may not have happened.

It also helps to remind them why they chose you. It would be best if you always infused the following in any communication with clients:

✔️The value you provide to them.

✔️ How it can help them.

✔️ Let them know they have options and tell them why they are.

✔️ This is also an excellent time to review what you need from them to keep the job moving forward.

And always let them know who to contact if they need support.

Do you control your day, or do your tasks control you? Take our short quiz and find out. The results may surprise you (or maybe not).

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client communication

When Do Clients Need To Hear From Us?

client communication

When Do Clients Need To Hear From Us?

virtual assistant

During a business transaction, there are critical times that communication is vital to keep clients feeling like you are in touch and engaged with their unique situation.

Remember that your goal with a recap message is to build a relationship with the client and not just sell to them.

The best recap emails summarize the discovery into two or four key points. First, they reinforce the decision to move forward. A recap email can confirm the next call's date, purpose, and plan. Third, it builds accountability and keeps the lines of communication open.

Your clients will appreciate the communication you are providing. And, they'll be more likely to hire you if you send them an excellent recap email.

So, what are the key points in a project that need a recap or communication?

  1. In the beginning, the introductory phase of your association.
  2. At the start of your project - the kickoff.
  3. At any time they feel confused.
  4. Through each new step of the process.
  5. Whenever there is a delay or problem.
  6. At the project's close, the end of the order or the wrap-up of your business with them.

1. In the beginning

A potential client will make a series of decisions before settling on you as their chosen Accountant.

One might consider the introductory phase to be the most important. Remember, you never get a second chance at a first impression. Therefore, it would help if you communicated clearly and confidently what the client could expect from you during the entire transaction.

Help the client visualize doing business with you by laying out the process with simple, easy-to-understand steps.

Create a simple project map, bulleting each phase with necessary details such as what the client will need to provide and anticipated turnaround times. This will go a long way toward helping them understand what will happen and who will be responsible for what along the way.

Finally, you'll want to exchange contact details and any other pertinent information such as account numbers, personal identification, and any relevant matters that pertain to the service or products you'll be providing to them.

2. The Kickoff

Once the introductory phase is complete, you will want to help clients stay on track with the timing and details of any work you do for them. You can fill them in on exactly what will happen, so they know what to expect going forward.

One helpful piece of communication that you can hand out as you onboard new clients is the Welcome Email or Welcome Letter.

The welcome message gives a client the confidence you are committing to them and that the two of you (or a group if that's relevant) are partnering or teaming up for success.

You should customize the content of your welcome message according to the client, the specific project, and an estimated timeline of how long it will take. Streamline this process with a general timeline for your template, but insert details before printing and handing it to the client.

3. When They Feel Confused

New clients tend to ask specific questions. You may even notice that most of the new clients you deal with have the same questions as other clients did when they first began working with you.

You may feel like a broken record giving the same answers repeatedly all day long, which results in a lot of unnecessary email typing and talking on the phone.

Of course, the accounting and tax preparation business you have lends itself to talking on the phone or in person with clients, and you may not have the option of getting out of this.

However, the simple addition of an FAQ area of your website, or FAQ handout you provide to clients, can drastically cut down on the amount of time you spend explaining things to the people who solicit your services.

Your Frequently Asked Questions handout should include all aspects of your business that tend to confuse people the most.

What do people always ask you? Write that down. Then think of other things they ask you. Brainstorm "through your client's mind," list out, and answer.

You can continue to build on your FAQ, modifying it from time to time. Any time a client comes to you wanting clarification on something, write down their question. Then take some time to answer it in detail, and add it to your FAQ file.

4. Every Step of the Way

A quick email message signals forward momentum in your step-by-step process with clients. Of course, it only takes a short, written wrap-up to let them know a phase is complete, but this brief message will add to the confidence and trust your client holds in you.

At each step, you can sum up:

  1. What was accomplished during this step.
  2. Any deliverables you provided (so they can be reminded of the ongoing value you deliver to them).
  3. Any problems that came up during this step.
  4. Any outstanding items that will need to be addressed.
  5. What to expect in the next step.
  6. How long you expect the next step to take.

5. Another Delay!?

Delays of any kind will cause your clients to doubt you and begin to worry. They may fear that you will not be able to deliver the end product the way they prefer or in the allotted time frame. In addition, they may worry that you cannot be trusted - after all, they likely don't even know you.

A brief and reassuring message that lets them know you are handling their issue or attending to their details quickly and thoroughly will ease their discomfort.

As you work on similar projects for various clients, you will notice a pattern of issues that may come up repeatedly. For example, a recurring problem with Accounting firms is that the client does not promptly provide the necessary information.

You can work through this challenge by creating a short template of common problems. For example, your template can explain the delay, or it might make a request for the client to fulfill, which applies to each type of delay.

Keep the messages you create in your file of templates. Print or email and use as necessary when future clients voice complaints about things outside your control realm.

If problems occur that you know you can handle but must be worked through in a routine fashion, your proactive message will go a long way to dispel their fears, increasing their trust in you as their chosen provider.

6. That's a Wrap!

When your work for the client concludes, send them a brief wrap-up bulleting the work completed.

Thank them for their business and remind them that if they have any questions or would like to leave a positive review, please reach out to you via email, phone, or whatever your preferred method of communication may be.

One last thing:

Keep invoicing separate from the "final wrap-up" message - these should be two separate areas, as you do not want your clients thinking about payment in the same context as what was delivered.

 

When Do Clients Need To Hear From Us? Read More »

personalized marketing

Personalize It!

personalized marketing

Personalize It!

task virtual assistant
When your clients are happy, they stick around. Studies show that having long-term clients helps you build a trusting relationship which makes it easier to ask your clients for referrals and testimonials. A key ingredient to keeping your clients happy is personalized marketing. 

Some of the benefits of personalized marketing are:

Create a more familiar connection between you and your customers by providing them with content that is relevant to their needs.

Provide a better experience for your customers because they get what they want when they want it.

Boost customer retention because customers feel like their interactions with the company seem more personal, more important.

Keeps your customers interested in your product by providing them with exclusive offers, discounts, and deals just for them.

And, in order for personalized marketing to be successful, you must first know your customer:
1. Research your client
What are their pain points? What are their happy spots? You can use the information you find out about them, and the tools of your trade, to help solve their problem so that they can move through your funnel to the next solution.

 

2. Follow them on social media
Set up alerts on your social media accounts and on Google, to get their updates first. This is going to enable you to check out the messages your top customers are sharing and stating to their friends, family, and if they’re also business owners, their audience.
You can also use their social media to help them by sending messages based on their behavior such as, “I noticed you shared that article about social media marketing. You’ll probably like this article too; I especially liked this part...” or, if you observe them trying one tactic, but you know another one is better, just give them the idea through a personalized message.

 

3. Visit their website
What are their offers? How does the website look? Does it load quickly? What about their keywords and phrases? Do a search and see where they fall. Use this information to send them a personalized web service.
Your goal here is to keep informed about what your clients' current needs are and use that information to offer customized advice based on their actions.

Our jobs as marketers are to understand how the customer wants to buy and help them do so.

-Bryan Eisenberg

So now you have all this wonderful information, what do you do with it? You may not have thought about it before but there are plenty of ways that personalized marketing can help you connect with your clients:
Record a Personalized Video Message 

One way to really wow your top clients is with a private, recorded, personalized video message. You can do this to promote something, to say thank you, or just to say hello or happy birthday. Videos are a hot trend in marketing today, and a personalized video takes you over the top!

Customer Anniversary 
The day your customer first became your customer is a very important date that you should remember. You can use your shopping cart software to examine this information and get the right dates, or the day they signed your service contract. Sending your customer an anniversary message and "thank you for being my customer” message is a great way to create deeper, more trusting, and long-term relationships with your customers.

Customer Birthdays 
Knowing customers’ birthdays is beneficial because it shows customers that they matter enough to remember their special day and it allows you to better tailor communications to your client. Send a specialized birthday message, bonus points if you send a personalized video, to thank them and give them a little coupon or even a real gift, like an Amazon or Starbucks gift card. Get creative and send a QR code to take your customers to the video. Put it on a creative and fun e-card, or add it to a birthday card you plan on sending through the mail. Add something sweet and chocolatey, and you’re a winner.

After Purchase
Whenever your big clients make big purchases, they deserve a little extra high-touch. Send them a personalized thank you mentioning what they purchased, and offering to give them the extra help they may need to make their purchase a success.

Before a Big Event 
If you’re having a big event that your top customer is part of or coming to, send them a personalized message that thanks them, assists them, and makes them even more excited for the event.

New Launch 
If you are getting ready to have a launch, and your product is ready but hasn't hit the market yet, open it to your top customers first. Let them in on the sale early by sending a personalized recorded video message with a link to a personalized “secret” sales page.

Goal Success
Did your client or customer reach an important milestone or goal? Send a special personalized recording as soon as possible after they have achieved success to help them celebrate.

To Say You’re Sorry
Have you ever made a mistake or had something that didn’t go as planned? Heartfelt apologies can go a long way, and a recorded video apology will really wow them.
It has been proven that doing just a little extra will make you really stand out to your top customers and result in an amazing payoff! And bonus? It's actually going to be enjoyable to do, and you’re going to get a lot of valuable information from these customers. They will be helping you perfect your marketing messages to all your customers today and in the future. Plus, due to the added personal service you're providing to your customers, they’ll end up acting as brand advocates, and they’ll likely brag about it again and again to everyone they know.

Good marketing makes the company look smart.

Great marketing makes the customer feel smart.

-Joe Chernov

I would love to hear your ideas on different personalized marketing techniques. Feel free to add more ideas to the comments.

Personalize It! Read More »