Sometimes it’s just hard. Forcing that smile on your face and remaining calm when a client is upset with you can really ruin your day. Ever felt like saying “I don’t care” or “Is it worth keeping them as a client”? I’m sure this has happened to everyone at least once during their career. But regardless of the situation, our jobs require us to get through these tough times with grace and humility. No one promised it would be easy!
We require all of our new hires to read the book “Raving Fans” by Ken Blanchard and Sheldon Bowles. Why? Because it’s easy to think that as a CPA firm we only concern ourselves with numbers. But in our firm, that’s far from the truth. Whether it’s the auditor out in the field, the tax preparer meeting with a client, the bookkeeper cleaning up the books, or the office staff– everyone here is in touch with clients on a daily basis.
I understand this sounds scary in an age where people are used to communicating electronically. My youngest son has told me he has to face his “greatest fear” whenever I ask him to call someone. I understand – there’s a lot of times when I prefer to send an email over picking up the phone. Sometimes that’s okay and even necessary, but I’ve always found I get a quicker, friendlier, and more appreciated response when I take the time to call a client. Of course, every client is different and we have to learn to adapt to their personalities – some like to chit-chat while others want to get to the point as quickly as possible. Nothing is wrong with these styles, they’re just different!
“Raving Fans” teaches us that our jobs involve human relationships: “Customers have needs beyond the need of the company’s product…people need to feel that they’re important and that what they do, think, and say truly matters”. So, to answer the question “do I have to think of customer service?” while performing your job, the answer should always be a resounding “yes”.
Written By Jennifer C., Office Manager