Sustainable profitability and long-term growth only happen when your clients are loyal—when they stay longer, buy more, recommend you, and accept regular price increases.
These outcomes aren’t accidental. They’re driven by one key group: your client managers.
When your client managers strengthen their skills, adopt the right mindsets, and elevate their daily behaviours, they deliver consistently better client care—and that directly impacts your bottom line.
Because better client managers deliver better client care, it pays to invest time, money, and effort into building their capabilities. The return? Stronger client relationships and improved performance across your firm.
We all know what client loyalty looks like and why it’s important, yes?But do we actually know what delivers client loyalty?Client loyalty comes via a combination of factors, over a period of time:Clients must perceive they’re getting value for the price charged, or there’ll be a mismatch that won’t end wellClients must know, like, and
Read More“My client managers aren’t as good as I am with clients.””My client managers never seem to come away from a client meeting with more work.”Sound familiar?In too many firms, success is dependent on one or two “rainmakers”, which is why we often challenge those same firm’s owners about how much time, effort, and money they
Read MoreHow often do your client managers sit down with your clients to talk to them properly? And not just to talk about deadlines or numbers, but to actually listen? Because for many client managers in firms, everything looks fine on paper: accounts filed, tax returns submitted, emails answered.But there may still be something missing –
Read MoreBetter client care is not just about being nice. Better client care is one of the smartest financial investments your firm can make. 6 reasons to invest in your client managers:Win more clients through high-converting referralsAchieve higher fees through increased pricing acceptanceRetain clients who might otherwise leaveSell more services to your existing clientsReduce over-reliance on partners for
Read MoreOne of these three factors is most likely to result in a referral to your firm:The technical quality of your workThe speed and timeliness of deliveryThe care and attention you show your clientsTechnical work and timely delivery certainly matter – but they are expected. On their own, they are no longer enough to help you
Read MoreYou secure your firm’s future growth and profitability when your clients are loyal, recommend you to others, buy additional services, and are open to regular price increases. But what drives all of that? Not just technical quality… Not just deadlines met… …but the behaviour and mindset of your client managers. When your client managers improve how they engage and care
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