How do accountants best help clients in times of turmoil?
Now’s the time for accountants to step up to the customer care plate…
…‘step up to the plate’ means take action in response to an opportunity or crisis.
Whether you view Brexit as an opportunity or a crisis – I suggest it requires positive, proactive and timely action by your accountancy firm.
If ever there was a customer care opportunity, this is it.
A volatile mix…
Britain’s AAA credit rating is downgraded, sterling crashes to a 31-year low, FTSE 100 and other world stock exchanges lose billions in share values.
Whether you agree with Brexit or not, your clients are feeling concerned.
The consequences are starting to show up with significant purchases being cancelled, contracts being postponed and job losses forecast.
Uncertainty, insecurity and doubt is the order of the day.
So what’s your firm’s response to this moment of truth?
The dominant feeling your clients are experiencing is uncertainty.
Don’t you think your clients would appreciate some certainty from you, their trusted adviser?
Certainty that you’re thinking about them?
Certainty that you’re keen to answer any questions they may have?
Certainty that you’re ‘watching their back’ and ready to help them?
Simple, obvious, practical…
You can send an empathetic email, a newsletter or a letter acknowledging the Brexit situation and telling them you’re available to chat.
Better than nothing I suppose!
I’ve received some of these from the firms whose lists I’m signed up for – including my own accountant.
But what should you be doing with your A-grade clients this week?
1. Call your A-grade clients and ask a few pointed but relevant questions
2. Next week call your B-grade clients and do the same
Timely client calls clearly focused on being helpful, empathetic and supportive. Just what I’d expect from my trusted adviser accountant (we have spoken this week already). You’ll find some suggested questions below.
All your other clients can receive your email/letter/blog about your approach to Brexit and how you want to look after them, inviting them to book a call with you if they wish.
Example questions to consider using in your client conversations:
“What concerns you most about the fallout from Brexit?”
“In what ways do you expect Brexit to impact your business?”
“What are your immediate plans for the business?”
“What are you customers saying, feeling and doing about Brexit?”
Never underestimate the power and value of a simple customer care call – it beats an email 10 times over and it’s what your A-grade clients may well be doing with their customers.
Simple, obvious and meaningful client care. An opportunity not to missed if you take client care and client loyalty seriously. What do you think? What are you doing?
Brexit is an historical moment of truth, one to take seriously. You’ll get more on the importance of moments of truth here...