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How to Show You Care
By Linda A. Hunt

Showing your client that you care is one of the most important things you can do to keep your clients happy and ensure longevity in your working relationship. Being a freelance bookkeeper we are privy to private, personal information very quickly, often times during the very first meeting with a client.

In our society, most people make decisions based upon emotion. When I began looking for my first home, I interviewed several real estate agents to determine if we were the right fit for one another. Out of all the agents that I interviewed only one sent me a personal note, thanking me for my time and considering them to represent me. To this day receiving that note sticks out in my mind. Why? Because it demonstrated that this real estate agent was interested in working with me and obtaining my business. She got my business.

Business owners feel the same way about their businesses and when they hire a bookkeeper, they are revealing personal information and trusting that bookkeeper. When someone is so deeply and emotionally invested, it is normal that they expect everyone to feel and act in accordance with the way they are feeling. They want to work with people who demonstrate care, respect and expertise in their field. 

Being a freelance bookkeeper your clients know on some level that you are working with other businesses and that is okay with them as long as they feel important, cared for and are one of your priorities. Here are a few things you can do to ensure they feel this way.

• Planning. The first thing I and my staff do when we obtain a new client is to create a calendar with all of the important dates that will affect this account. For example, pay dates, when monthly reports are due, estimated tax payments etc. This will provides me and my staff with a visual and keep key due dates associated with this client fresh in our minds. We refer to the calendar each time we perform processing for this account.

• Systemization. The next thing we do is work with the client to create a standard process that each of us will follow as it relates to their account. For example, we go over with them in detail what materials we will need to perform the services they have hired us for and when those materials are needed. Over the first couple of weeks working with the new account, we will check in with them periodically to see if they have any questions and how they are doing with the process.

• Build Trust. Say what you do. Do what you say. It’s that simple to develop the trust of your client. If you say you are going to do something and cannot meet the original deadline, call your client and let them know. Don’t assume they are too busy to notice. 

• Communication. Be in frequent communication with your client and let them know what is going on. I do not mean call or email them with every minute detail. I do mean, leave a courtesy message or send an email checking in with them and a broad overview of how things are going at your end. Being in frequent communication with your client not only lets your client know that their bookkeeping is being handled it keeps the door open for when you need to make an adjustment in their overall process.

• Acknowledgement. Being a freelance bookkeeper we have a front row seat to what is happening with our client. Be sure to acknowledge important accomplishments and achievements – both personal and professional. It demonstrates that not only are you paying attention, you care and wish to share in their triumphs.

Showing you care about your clients takes only a few minutes and the return on your investment is priceless. Make it a point this week to call at least two of your clients and let them know you care.

Copyright © 2008 Linda Hunt and Laurie O’Neil, The Bookkeeper’s Referral Network, Inc.

If you would like to use this article on your website or in your own e-newsletter, please reprint in its entirety and include the following information:  Copyright © 2008 Linda Hunt and Laurie O’Neil, The Bookkeeper’s Referral Network, Inc.  Linda Hunt and Lauire O’Neil are the co-founder of The Bookkeeper’s Referral Network Inc., the place where business meets great bookkeepers. To sign up for free articles and insider tips to grow your practice, add value to your clients while making more money working less, visit www.bkpr-network.com