It’s March 15th...do you know where your client satisfaction is?

Someone has an off day and doesn’t give great service. A communication mishap between the relationship partner and your technology consultant delays implementation of a key software update for a few days. A new senior on the account pesters the client with questions they should have known the answers to, had they asked the relationship partner. An invoice goes out the door 20 percent higher than the estimate due to “scope creep” that wasn’t proactively discussed with the client.

Unfortunately, with a large client that uses many services and crosses paths with numerous service professionals, these missteps are bound to happen. If they happen at a frequency of one or two a year, everything will probably be just fine long term. However, if they are concentrated into a short window of time, you could have a serious problem on your hands and a client ready to “shop you” as soon as spring arrives. Even if they don’t actively shop you, they may be less impervious to your competition’s advances.

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Source: Art Kuesel , www.accountingtoday.com