How to Conduct a Client Survey
How to Conduct a Client Survey
Source: Partner’s Report—the Monthly Update for CPA Firm Owners
The following advice on conducting client interviews comes from Don Aronson and Bruce Heintz of Aronson/Heintz Associates LLC, a consulting firm in New York and Boston.
- Train your people on how to interview clients.
- Don’t exclude clients that potentially have issues—get input on whom to interview.
- Interviews should be in person, with senior management.
- The interviewer should be someone not on the service team for the client.
- Don’t read the client a list of questions.
- Don’t use the session to solicit new engagements from the client.
Articles by Aronson and Heintz on client interviews and other matters can be found by clicking here.
From Partner’s Report—the Monthly Update for CPA Firm Owners, April 2007, p. 5. For subscription information contact Institute of Management & Administration, Inc., 3 Park Avenue, 30th Floor, New York, NY 10016-5902. One-year subscription $399. 212-244-0360, [email protected].