What You Don’t Know About Your Clients

Source: CPA Insider

Rick Telberg, editor of CPA Insider, quotes correspondence from Charles H. Green, author of The Trusted Advisor (with David Maister and Rob Galford), on working with clients. CPAs typically don’t understand:

• That clients don’t always tell the truth when asked if they are satisfied. Because they may like you, they tell you what you want to hear.
• The importance of distinguishing between “satisfied,” “highly satisfied,” and “delighted” clients. The latter is critical to the “trusted advisor” relationship. Trusted advisor relationships are not perpetual unless you continually nurture them. Two characteristics of these relationships are critical:
  • The client must feel good about you
  • The client must believe you understand him or her.

From CPA Insider, January 22, 2007, www.cpa2biz.com. For the complete article, click on the following link: http://tinyurl.com/2wozaz.

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