Mar - Apr 2004
CPA Leadership Report
  A free bi-monthly newsletter for the accounting profession
 

CPA Leadership Report  is made possible by the generous support of the sponsoring companies. 

Promoting Continuous Improvement in CPA Firm Leadership.

Better Service With Better People by Troy A. Waugh

Service is about adding great people to implement “ideas.” We experience service at three levels. Unfortunately, the most common level of service is indifferent service. Service providers not looking at  you, not listening to you, and not caring about you, exemplify indifference. In America, this level of service is too often the norm. The lowest form of service is actual rudeness. At the peak level of service, a client feels welcome. What can you do to improve the level of service in your firm? Here are a few tips: Show concern to everyone you encounter. Demonstrate your caring in as many ways as possible. For example, select a few important dates and remember your client. Everyone sends holiday cards. Why not send valentine cards, birthday cards or client anniversary cards? Or better yet, make phone calls and leave voicemails. Listen to your clients more. Listening is the highest form of respect. When you listen to your client, play back what you hear.  Ask questions for understanding. Many people can use a refresher on good listening skills. Develop your firm’s creativity. The ATM, cheese doodles and Post-it-notes were all the result of open-minded people responding to customer needs. Creativity precedes innovation. Creativity keeps our services fresh and relevant. Creativity fosters loyalty.   Troy Waugh is a nationally known consultant to the accounting profession. He is also the founder of The Rainmaker Academy, www.therainmakeracademy.com, a sponsor of CPA Leadership Report. Click here for information on The Rainmaker Academy.            Click here to send Troy an e-mail

© Copyright 2003 Shiffrin Management Group, Inc. publishers of the bi-monthly newsletter CPA Leadership Report.