Your clients are the heart of your bookkeeping firm, and that’s why it’s so important to develop a client-centric experience. Essentially, that just means putting your client’s experience at the forefront of your mind as you develop services and workflows. But how do you make sure you’re focused on your clients?

Learn More About Your Clients

The first step in creating a client-centric experience at your firm is developing a deep understanding of who your clients are. There’s a variety of great methods you can use to gather data about your clients, such as questionnaires and social media analytics. Knowing information like where your clients work or what social media they tend to use will help you better advertise your business. 

Build Profiles

Once you’ve gathered enough data about your clients, you can build ideal client profiles. For example, are there certain industries you tend to attract? It’s much easier to target your marketing when you have that answer. You can start to tailor your marketing towards “healthcare and medical practices” instead of just sending out advertisements into the ether and hoping they find a client. 

Improve Communication

Good communication is key to any healthy relationship, and business relationships are no different. In bookkeeping, good communication can only be established through setting clear expectations. A client communication plan can help you achieve this. You should provide easy and clear instructions for how clients can reach you when they need to.

Personalize!

Your clients want to feel special — and they should! After all, there wouldn’t be a firm if it wasn’t for them. You can help personalize their experience by tailoring your guidance to their industry and customizing your outreach (even if that just means using their names in your emails!).  

Use the Right Technology

The right tools can help make your client experience even more seamless. Consider the tools you use to communicate with your clients or the tools that they have to interact with. Another area that’s important to look at is your website. While designing your client’s web experience, you should constantly be imagining yourself in their shoes, browsing the site. What questions might they have and how can you make sure they have access to those answers? 

Check-In

Even if you’ve designed an impeccably client-centric service model, there’s always room for improvement, especially as your firm grows and evolves. It’s good to keep your finger on the pulse with clients through acquiring regular feedback. 

Need more help on developing a client-centric practice? Check out our other blog here!