The Accountants client satisfaction lifecycle
Below is an example of a typical workflow for a compliance service being delivered to a client, including all the questions to ask yourself in order to improve client satisfaction.
This 7 step process is a repeatable, scalable process that can only happen through robust systems and processes. If you have this process in place, when a client walks through the door, you know what has to happen when.
The more efficient and technologically enabled this process, the more painless that service is.
Once the pain has been removed from both the firm and the client, and each party knows their respective responsibilities, it is easier to have an open conversation about them and their business. The firms that have prospered are the ones that have this process nailed.
01
Engage with your
ideal prospects
In order to do more of the work you enjoy with the clients you want, invest time in building a trusted online presence and giving value to prospects.
Ask yourself
Do you know who your ideal client is?
Does your brand reflect who they are and what they need?
Are you communicating the right messages to them in your marketing?
Does your brand reflect who they are and what they need?
Are you communicating the right messages to them in your marketing?
02
Set the stage
with onboarding
Once the client has engaged and wants you to act for them, what needs to happen? Think about how this process could be improved so you can act for the business faster.
Ask yourself
Legalities – Will we use Practice Ignition or GoProposal.
Could we use Docusign instead of sending things in the post?
Software – What software are we going to use?
Are we going to transition clients who don’t use it already?
Could we use Docusign instead of sending things in the post?
Software – What software are we going to use?
Are we going to transition clients who don’t use it already?
03
Improve data
collection
Streamline the collection of financial data from clients before it goes into the accounting system. Get rid of paper and move to digital.
Ask yourself
Are bank feeds linked so the Accounting system is showing true numbers?
Could we use Dext?
Could we use AutoEntry to process documents?
Could we use Dext?
Could we use AutoEntry to process documents?
04
Automate your
client processes
The more efficient you make your processing, the better. Set your practice up to focus on giving value, while knowing that processing is taken care of.
Ask yourself
How can we get all our clients set up Cloud Accounting software?
You need to be able to login in and see your clients financials
Bank feeds will be authentic, traceable, and audible.
Are we in a good position to outsource the processing, so we can focus on giving value?
To outsource your bookkeeping to AT, you’ll need the following set up: Automatic bank feed, an OCR system in place, ad a cloud accounting system in place.
You need to be able to login in and see your clients financials
Bank feeds will be authentic, traceable, and audible.
Are we in a good position to outsource the processing, so we can focus on giving value?
To outsource your bookkeeping to AT, you’ll need the following set up: Automatic bank feed, an OCR system in place, ad a cloud accounting system in place.
05
Carry out regular
process checks
What checks are you doing on the data being collected? It’s important to be constantly validating the data being processed.
Ask yourself
Do we reconcile the bank to the bank statements?
Do we check the supplier balances to supplier statements for duplicates?
Have we missed anything?
Do we check the supplier balances to supplier statements for duplicates?
Have we missed anything?
06
Learn from the process
checks and improve
Once you identify errors, have a system in place for dealing with them, which prevents them happening in the future. This can be at the business owner level, accountant level, or outsourcer level.
Ask yourself
How have we dealt with errors?
What will we do to make sure those errors won’t happen again?
What challenges do we need to address and overcome?
What will we do to make sure those errors won’t happen again?
What challenges do we need to address and overcome?
07
Communicate regularly with clients
Your clients deserve regular check-in calls and general business management. The client wants solutions and support. They don’t care who does it or how it’s done. Make sure there is a process set up whereby things don’t fall between the cracks.
Ask yourself
How often do we meet with clients?
How are we making improvements for efficiency?
Are we communicating errors and fixes?
How are we making improvements for efficiency?
Are we communicating errors and fixes?
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