How To Communicate With Your Client
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.
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