“Customer Service is not a department, it’s everyone’s job.” – Anonymous
Customer service is a smile, a genuine warm welcome, a patient, listening ear for what is being said, and always remember the old adage of “Kindness Matters”; it really does matter. Recognizing that when our clients call us or come in with questions and concerns, they are not an interruption in our day, they MAKE our day!
Our clients are the primary reason we show up everyday, ready to work with and for them. The best customer service begins in the workplace, treating the folks we see and work with everyday with the same respect and positivity that we’d expect to receive. That customer service “culture” flows through to interactions with our clients, whether by phone, email or face to face meetings.
As Martin Oliver said, “Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.” I believe that when the workplace mindset is to provide out-of-the-ordinary customer service, for clients and for co-workers, we are all winners.
About the Author: Peg Campbell joined the PFBF CPAs team in 2006 to bring excellent support to our team and superior customer service to our clients. Peg takes the time to welcome every client who calls or visits our office, making sure all of their needs are met. She co-manages the front office, processes tax returns, and supports our team of accountants.
If You Want It To Grow, Water It.
Sweet summertime. It is the season where beaches are overflowing with sunbathers, BBQs are filling the air, flowers are blooming, and most of us have forgotten about the long, cold winter. It is also the time of year for accounting firms to reel in new clients and grow their business. Continue reading Summer… The Best Time for Gardening, Boating, and Business.
This is what you’re reading… A blog. An easy way to get your voice heard among an online crowd. Why wouldn’t you want to build your business by capturing an audience’s attention with your thoughts, ideas, and opinions about various topics? It’s a no brainer. Continue reading To Blog or Not to Blog? That is the question.
Using social media is just one of many ways to show off your “goods.” Do you keep in contact with friends and family though Facebook? Why not do the same with your client base? Develop a company Facebook Page, join LinkedIn, and Twitter. I often describe LinkedIn as the Facebook for business. Instead of discussing your personal life with your connections, share valuable business information, opinions, and thoughts with your followers. Continue reading Are you LinkedIn?
Communication: the key to a successful relationship. Think about this for a second. What kinds of things keep you interested in carrying on a conversation? Is it the person? Is it the dialogue? What stops you from pursuing the conversation might be a bigger question? We often disengage with people when it’s “all about us.” Continue reading It’s Not All About You…
We’ve all heard of marketing, but do we know exactly what it is and how to do it? For accountants, some would like to erase the word from their memory bank. Most accountants are not “marketers” and why would they be or learn how? That isn’t what they went to school for and most would like to stick to the “old-fashion” way of building their client base by referrals. Continue reading The Swear Word for Accountants: Marketing…