I could not stress enough how important Customer Service is to the success of bookkeeping business. Once, a young graduate staff asked me: “why did our client stay with us for years?” Up until then, I thought that accounting industry is competitive. A slight reduction in the fee of the competitor could make us lose a client.
I explained to him that our bookkeeping & management accounting services are quite distinctive from services offered by specialised Tax or Auditing firms. In my experience, there are three reasons to explain why Customer Service could account for 50% of your success. This is our experience in the past 7-8 years dealing with multiple clients with different sizes and industries.