Opportunity
We are having many inquiries and are acquiring new clients, probably about 5 new corporate clients per month. It is a good time to market our services.
On the other hand, today, we also had a claim from our client. It is not a good thing to have a claim, but it is good that the client feels easy enough to communicate with us about something he does not have to do. He can just walk away and find a new CPA firm.
Claims are a good opportunity to convince the client that we really care about him/her. It is an opportunity that allows us to communicate and learn. We should not be defensive, but try to do the following;
use the opportunity to make us better.
Use the opportunity to communicate our spirit.
Use the opportunity to market additional services
Today, I learned from the client that email communications are not necessarily enough. Especially when we are asking the client for important action such as tax payment, or filing the return. We need to follow up by phone call or at least with email that the client has understood what he needs to do and has taken the action in time. We should include this in our procedure.
Also, I was able to market our consulting service. He wants us to review books in a quarterly basis and also help him with "Zakkuri report."
This is a small step, but these small steps will enable us to take big strides. Let's think positively and seize every opportunity even if it does not seem like an opportunity. Opportunities can be found in the most unlikely places.
Iso
On the other hand, today, we also had a claim from our client. It is not a good thing to have a claim, but it is good that the client feels easy enough to communicate with us about something he does not have to do. He can just walk away and find a new CPA firm.
Claims are a good opportunity to convince the client that we really care about him/her. It is an opportunity that allows us to communicate and learn. We should not be defensive, but try to do the following;
use the opportunity to make us better.
Use the opportunity to communicate our spirit.
Use the opportunity to market additional services
Today, I learned from the client that email communications are not necessarily enough. Especially when we are asking the client for important action such as tax payment, or filing the return. We need to follow up by phone call or at least with email that the client has understood what he needs to do and has taken the action in time. We should include this in our procedure.
Also, I was able to market our consulting service. He wants us to review books in a quarterly basis and also help him with "Zakkuri report."
This is a small step, but these small steps will enable us to take big strides. Let's think positively and seize every opportunity even if it does not seem like an opportunity. Opportunities can be found in the most unlikely places.
Iso
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I always tried to give him best answer, but somthing should not be enough for him.
Also I had some mistake and make him difficult to communicate about invoice or TR matter.
Anyway.....I just try to avoid same trouble and use this trouble as my step as Isogawa-san said.
But....if one client have good feeling for us, he/she might introduce one or two new clients for us. On the other hand, if one client have bad feeling for us, he/sh might advice for five or six potential clients "You should not use Two Miles".
So, I have to try to give good feeling for some of other exsiting clients to offset this big minus factor for Two Miles.
Again I am sorry for Isogawa-san and all staffs.
Please be carfule not to follow me.