How 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 – a real, face-to-face meeting.

Without it, here’s what you might be missing, too:

What your client is really worried about, what keeps them up at night
The plans for the future they haven’t shared with anyone yet
A big business decision they are sitting on
The feeling that the relationship has become just a service

Clients don’t necessarily remember the reports filed or the emails you send – what they DO remember is how the relationship with your firm makes them feel.

And that kind of relationship starts with showing up, asking the right questions, and making time for the human side of the work. This is about delivering value way beyond the numbers.

Regular meetings, especially in person, allow your client managers to:

Be there when it matters
Build a relationship based on trust and loyalty
Offer meaningful advice that will actually make a difference to your client
Become more than just a client’s accountant
Spot and act on opportunities for additional services

Your client managers are the people in your firm who should have the best relationships with your clients – the ones who are talking to these clients the most and the people who your clients turn to, saying ‘can you help me with this?’

This all starts with a conversation – getting to know the client and laying the foundations for a relationship.