Building Blocks for Client Retention

Source: CPA Trendlines

Following are excerpts from a March 15, 2010, blog post by Rick Telberg, reproduced with permission.

Dugan & Lopatka CPAs in Wheaton, Illinois, has developed a "Biz R&D" program to focus on client "retention & development" in today's challenging times. The program contains six building blocks:

1. Going the extra mile on the current engagement

• Conduct extra analysis using business-intelligence tools like BizBench
• Bring the project in earlier than promised
• Hand-deliver reports and discuss in person

2. Increasing the amount of client contact

• Visit at every opportunity
• Schedule business meetings near mealtimes to grab some extra quality time over a nice meal
• Invite the client into the firm's office

3. Building the business relationship

• Help the client network with your other clients
• Offer free seminars for the client's staff
• Refer new business to the client

4. Building the personal relationship

• Understand the client's goals in life and business
• Get hard-to-find tickets to big games or shows
• Remember birthdays and anniversaries

5. Increasing knowledge of the client's industry

• Read the same trade journals as the client
• Learn all you can about their competitors
• Join them at trade shows

6. Increasing knowledge of the client's company

• Spend time with junior managers
• Understand the company's power structure
• Meet the boss

The firm's leadership knows that the "R&D" plan would mean nothing without support from the staff. So they launched it at a firm-wide meeting and tied it into training consultant Troy Waugh's Five-Star Client Service Model.

To read the entire post, click here.

From CPA Trendlines, http://cpatrendlines.com, March 15, 2010, "Six Ways to Save a Client Today."