April 27. 2012 | Vanessa Teitelbaum
Here’s what the email said:
“From: Transit, DoNotReply – Good morning Ms. Teitelbaum, I do apologize for your bus not showing up but the bus in question did not come because of an unscheduled service interruption. Again, I do apologize for your bus not showing up."
Really? Is that it? Here’s the back story. Recently, I’ve been taking the bus to work. It has actually been pretty nice. I don’t live far from the office, it’s nearly door to door, it’s not a long ride…all in all – it’s quite pleasant. Except when the bus doesn’t show up, and this has happened twice. Because the bus only comes every 30 minutes, I waited for 35 minutes for the next one. Later, I fired off a complaint. And you can see the helpful response received.
This got me thinking about client service. Are my clients satisfied? Are the prospects I am targeting satisfied? As tax season winds down, it’s a good time to find out. A little discussion can go a long way. Just asking can smooth ruffled feathers (if there are any). It doesn’t have to be a formal survey, just an email or a phone call or lunch – “How are we doing?” Companies that didn’t have a positive audit or tax experience and are contemplating a switch may be receptive to a meeting. You don’t want that company to be your client.
We all make mistakes, and we can always do better. Are you receptive to your clients’ feedback? Are you making suggestions to your clients on how they can help the process? Hopefully your clients don’t want to switch accountants. They like you. They want to stay in their current situation, but would (maybe) like something (fill in the blank) to change. Having this discussion can improve your service and your client’s satisfaction.
As for my new commuting situation, I have signed up to receive “real-time notifications” via text of when the bus will arrive at my stop. This is a welcome service that provides me with information I need and makes my commute more efficient. For now, I will continue to take the bus as long as it proves reliable, convenient, and economical.
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