Today’s business customers and clients expect great personalized service and that is something we here at Blackburn, Childers and Steagall, PLC strive to provide every day with every client.
I’m reading the Flight of the Buffalo: Soaring to Excellence, Learning to Let Employees Lead by James A. Belasco and Ralph C. Stayer, for a leadership program. One section of the book discusses personalized service. I realize that the book was written in the late 1990s; however, the concept is even more important today. Why? Because all markets have increased competition, the increasing cost of doing business today, and the increased focus on the value of time. So how can we provide personalized service for our clients?
First, we have to determine what each client considers personalized service. Baby boomers lean toward face-to-face conversations, phone calls, and emails. Millennials tend to lean toward text messaging, Twitter, Facebook, and other forms of social media. So, it’s important to know who your customer is and how they think. You cannot assume that they all expect the same form of communication.
What all clients do expect is for us to listen to their needs and expectations, to ask intelligent questions, and communicate. They expect us to have their best interests in mind. To keep it short and sweet, we should “WOW” our clients.
When I started in public accounting 22 years ago, Blackburn Childers & Steagall was a very small accounting firm. We had fewer than 20 employees. Everyone did a little bit of everything to get the job done. Through it all, we made sure the customer felt welcome and important. I believe we still strive to do that today.
We welcome the opportunity to talk with you to see how we can meet your small business accounting needs and provide your business with the best personalized service available anywhere.