With several big filing deadlines now behind us, this time of year serves as a good reminder that our clients are the core reason why we are a thriving professional services firm. They need and require the services we provide, but choose to remain Withum clients. CCH published an Accounting Firm Client Survey which provided a list of top client responses as to why they chose to no longer work with their current service provider. I think it is a good list to review, although fortunately a few of the points are not applicable to Withum. But overall, it reflects what generally matters most to clients.
The Top 10 Reasons Clients Leave:
- The firm did not regularly check with me on my changing needs.
- Staff were not able to efficiently find the information needed to deliver the services I needed.
- I believe the firm was charging more than the value I was receiving. (note this is a PERCEPTION that we need to avoid by demonstrating value time after time)
- It became apparent that the firm was not leveraging technology to deliver the best services possible.
- The firm did not keep me up-to-date on regulations that directly affected me.
- I became concerned about the firm’s financial stability.
- The firm no longer specialized in the types of services I needed.
- I lost trust in the ability to deliver the quality services I needed.
- It became apparent to me that the firm was not acting as efficiently as it should.
- The firm had difficulty recruiting or retaining talented employees.
At Withum, we make every effort to do our part in the client retention process: by hiring the best and brightest talent possible; by providing education and training to our staff to keep them current on tax laws, regulations and industry knowledge; by implementing cutting-edge technology to provide world-class client service and client communications; and by conducting annual client surveys to keep a pulse on their needs. But the rest is up to you… the individual professional.
Regardless of how much pressure we are under to meet client deadlines, please be respectful of the valued relationships we have developed and nurtured with them, so that they continue to be clients of ours for many years to come. And in the event I can ever assist with a client relationship by meeting with them personally, please feel free to reach out to me.