Ever wonder how some professional service firms stay in business, given the poor service they provide for their clients?
There are many good consultants, attorneys, accountants, and other professionals out there… but there are many others who seem to have forgotten that their clients are the reason they’re in business… not a burden to be tolerated (at best) or even scorned (at worst).
Here are some common complaints clients often have about their CPAs (especially during this, the busiest season in the accounting business):
“My accountant’s attitude stinks,” a disgruntled client mentions. “He always acts like he’s doing me a big favor taking care of my taxes and other work… like he’s always too busy for me… like I’m far from his biggest or most important client. And he’s always scolding me for not being a better bookkeeper!”
Another unhappy client agrees: “My CPA never returns my calls the first time I leave a message. In fact, after three or four messages, I finally send an email, even if I just have a quick, easy question… I’m lucky if I get a terse reply within a week. And odds are about 50/50 that she won’t even answer the question!”
“I pay my accountant a lot of money,” another grumpy client says, “and the fees go up every year! And even so, it seems like just about every filing or project has some kind of mistake in it. Most of the errors are small and easily fixed… but I sometimes wonder if I wouldn’t be better off doing my own accounting.”
If you’ve experienced any of these problems with your accountant, rest assured: there are better folks out there.
You should be able to do business with a CPA who’s always focused on the “Three Cs of Customer Service” – Competence, Communication, and Courtesy.