Tax season: Time to make your clients happy

Loyal customers are five times more likely to make repeat purchases and four times more likely to refer a friend to your firm.

That statistic, provided by Forbes, gets to the heart of why you need to spend more time creating and delivering on a unique experience for clients. There is no better time to focus on making clients happy than during tax season, when you will see a high percentage of them in a short window of time.

While you need both, your client experience and your client service are not the same. Creating a client experience comes down to uniform, intentional actions you take that are unique to your firm that influence your customer’s impression of working with you. Ultimately, the client experience is about how you make a client feel about your firm and its professionals at every interaction.

No one of the steps below constitutes a client experience program. However, they are single steps that get you further along in the process than you were without them. And they may just translate into additional revenue later. With so much current and potential revenue from existing clients at stake, why not use this busy season to launch small activities that accelerate your impact on client engagement? The client experience is too important to your future success to ignore.

Business development during the busiest time of the year is hard for most people and, as a result, too many accountants don’t put much effort toward it. While convincing someone to attend a networking event in March may be an uphill battle, encouraging a focus on clients is an easier sell. To help you see how easy a focus on your clients can be, there are seven ideas below that your firm may consider implementing.