How to keep your clients on board

Meeting room group office
By The CA magazine

16 August 2018

You are losing clients. A new practice in town is soaking them up, even though your fees are fair and your work is good. What are you doing wrong?

When anyone seeks a service they themselves cannot provide, they have no idea how to judge the results. They may make judgements based on seemingly irrelevant things.

So, with that in mind, how do your practice, your people and your offices come across to a third party?

Is the reception area tidy, welcoming and comfortable? Is the atmosphere one of quiet efficiency? Please don’t tell me it needs a lick of paint or that the chairs are old and tired.

If your offices are full of untidy desks and overspilling files, that spells inefficiency.

Is your team friendly, informed and efficient? Are they well turned out? Do you meet and greet clients?

Do you make clients feel special (even if their problem is commonplace)?

Is your work timely? Surely you tell clients how long it will take and stick to your self-imposed deadlines?

Are you proud of your fees? Do they represent value for money?

Do you:

  • Keep your clients informed of progress? Staying in touch while you are working on their case will make them feel something is happening.
  • Make clients feel special (even if their problem is commonplace)?
  • Take time to listen to them and their worries?
  • Explain things in English, rather than 'accountspeak'?
  • Make it easy for them to give you information? You could provide a file or link for them to pass on paperwork.
  • Communicate with them other than at tax return and accounts time? You could send out a newsletter of useful information.
  • Have a user-friendly and up-to-date website?
  • Tell them how much tax you have saved them and how to save more?
  • Make it easy for them to pay you? Monthly payments, credit cards, PayPal are options.

Once you can tick off all the positives, your practice will closer to client retention. If you can’t, it’s time to change.


  • CA Magazine
  • Business
  • Accountancy

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