In advocating strong practice development, the Institute of Chartered Accountants in Australia (the Institute) has released Clients4Life authored by Mark Lloydbottom and David W Cottle.
The professional services industry is not only about delivering technical service, but doing so in a consistent and high quality manner for your clients. As the industry is becoming more competitive than ever, the ability to build and retain client relationships is vital.
When clients are asked why they change their accountants, the overwhelming response is not cost, but poor client service. Clients value high levels of service and are willing to pay for it.
Clients4Life is a 400+ page, definitive guide to delivering outstanding service for your firm. This book provides a solid foundation to understanding what outstanding client service is, how to find out what clients want and need, and practical recommendations and strategies to improve client relationships and help you retain these valued clients.
Clients4Life is an invaluable read for everyone in your office with in-depth advice on how to make small changes that will have a big impact on your client management and retention. While the text focuses on the accounting market, the advice and strategies can also be applied to lawyers, management consultants and businesses generally.
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Table of Contents
Chapter 1 Your business: Start with the end in mind
Chapter 2 The iceberg of time
Chapter 3 Service your clients better - a ‘new’ approach (or is it old?)
Chapter 4 Why outstanding service pays big dividends
Chapter 5 What is outstanding service?
Chapter 6 The eight grades on your invisible report card
Chapter 7 Bridge the PDG and develop your UAP
Chapter 8 Learn from the best
Chapter 9 The changing needs of clients
Chapter 10 Working with clients and not on them - the client planning meeting
Chapter 11 How to manage your ‘moments of truth’
Chapter 12 How to manage client expectations and perceptions
Chapter 13 Stay in touch and aware
Chapter 14 Listen and eliminate negative service
Chapter 15 How to project a high-quality image
Chapter 16 Pricing your Advisory services
Chapter 17 The key to motivation
Chapter 18 Your firm and its people
Chapter 19 How to develop an outstanding firm culture
Chapter 20 Making change happen
Glossary and Appendix
This is a non-subscription sale, price is inclusive of GST.