Strong client retention is important for bookkeeping firms, and we’ve got some tips to help you out!
After year-end, the time will come to reevaluate work relationships. You want your clients to decide again and again that the value of your services far surpasses the cost. To help keep them onboard, here are four important tips for maintaining client satisfaction!
Communicate, Communicate, Communicate
One of the most important keys to strong client retention at your bookkeeping firm is a good communication strategy. Think about it: how likely are you to continue doing business with someone who is hard to get a hold of? You’ll want to establish a strong communication plan early on to ensure both you and your client know how often you’ll talk and HOW you’ll be in touch. You also want to make sure every term of your engagement is outlined clearly in writing. Expectations — and upsets — can be better managed this way.
Get to Know Each Other
It doesn’t have to be all work and no play. You and your client have unique hobbies, interests, and lifestyles. Make it a part of your onboarding process to gather information about your client! You can use icebreakers or just create a form for clients to fill out about themselves. Always make space in meetings to chat, too. Don’t be afraid to ask clients how they are and if they’ve got any exciting plans for the weekend.
Show Your Clients You Appreciate Them
Clients are more likely to stick around if they feel their business is important to you. Luckily, there are many ways you can show your appreciation and respect to important clients. From the beginning of your working relationship, you should go out of your way to make a good impression. Celebrate your new client with a welcome email — and celebrate anniversaries with them. You can always send a hand-written thank you note or a thoughtful gift too. One strategy we love for retaining clients is creating a loyalty program! The longer a client sticks around, the higher their chances of receiving rewards. Prizes can be anything from gift cards to local restaurants to software subscriptions!
Ask Your Client
Who knows your client best? Your CLIENT, of course. If you want to keep your clients happy, you should make a habit of asking for feedback from them directly. If you follow the other steps in this list and cultivate a good relationship with your client, they should feel comfortable giving suggestions and raising concerns. You can also create a survey to send out regularly to gather comments and suggestions from clients.
Consistency is key for a thriving business. You want clients you can depend on to come back for your services year after year… and if you want dependable clients, you need to be dependable too. By building strong relationships, making yourself available, and being open to feedback, you can keep your clients for years and years to come!
