The reality of carrying on business is you have to get the customer and then you have to keep them. Competition is everywhere; misjudging your client's ability to be taken away will ultimately cost you money. Best way to let your customer know you care is through communication - emails, faxes, newsletter a quick phone call. Even if you get the answering machine give them a value-added piece of information which they can put to practical use right away. Let your clients know 'it is all about them', they are your first priority and you care.
When you are with your clients be enthusiastic about what they are talking about, if they are placing their first order, confirm their excitement by telling them about your experience when you first started. As a bookkeeper we have learned that listening is 90% of doing our job successfully; 10% is about the task. If you do not build trust, confidence and a bond between yourself and your client then expect to see them move on. The more excited everyone is - the more visual and attainable becomes 'the dream'.
Gratitude, whoa stop here! Without the client there is no money!
Remember your manners. Every time you hear someone say 'thank you' it screams 'caring' - so use it. Say things like, 'thank you for sharing that with me, it makes sense and I can see applying that specific application myself in the future' or 'thank you for noticing and bringing this to my attention'. Even if it is about something negative - be courteous and thank them. Many miles are gained with good manners and often referrals.
People Make Mistakes.
Record keeping is a time consuming, tedious task so there may be an occasion where a mistake has been made. Own up to your mistake as soon as you notice, let them know, DO NOT hide a mistake, it will haunt you for the rest of your career, especially if the client starts telling people.
Come With Solutions Not Complaints.
Even when you work with clients they do not want to hear you complaining about how they are carrying on business, they are doing their best to don as many hats as possible. You can always suggest a smoother, quicker way to get the same results, if they decide to use your idea great, if not, do not worry...it is not your business. Bookkeepers are always seeing ways to help their clients move forward and 90% of the time their clients are looking for sound, strong ideas, so if you have some present them. Your actions tell your clients you are truly concerned about them and in return your clients will be ready to talk positively about you and your business.
When you are with your clients be enthusiastic about what they are talking about, if they are placing their first order, confirm their excitement by telling them about your experience when you first started. As a bookkeeper we have learned that listening is 90% of doing our job successfully; 10% is about the task. If you do not build trust, confidence and a bond between yourself and your client then expect to see them move on. The more excited everyone is - the more visual and attainable becomes 'the dream'.
Gratitude, whoa stop here! Without the client there is no money!
Remember your manners. Every time you hear someone say 'thank you' it screams 'caring' - so use it. Say things like, 'thank you for sharing that with me, it makes sense and I can see applying that specific application myself in the future' or 'thank you for noticing and bringing this to my attention'. Even if it is about something negative - be courteous and thank them. Many miles are gained with good manners and often referrals.
People Make Mistakes.
Record keeping is a time consuming, tedious task so there may be an occasion where a mistake has been made. Own up to your mistake as soon as you notice, let them know, DO NOT hide a mistake, it will haunt you for the rest of your career, especially if the client starts telling people.
Come With Solutions Not Complaints.
Even when you work with clients they do not want to hear you complaining about how they are carrying on business, they are doing their best to don as many hats as possible. You can always suggest a smoother, quicker way to get the same results, if they decide to use your idea great, if not, do not worry...it is not your business. Bookkeepers are always seeing ways to help their clients move forward and 90% of the time their clients are looking for sound, strong ideas, so if you have some present them. Your actions tell your clients you are truly concerned about them and in return your clients will be ready to talk positively about you and your business.
Every business is looking for ways to strengthen their relationship with their clients so if you are looking for ideas check out SmartSense Bookkeeping Services
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