With fall deadlines approaching, it is a good time to remember that in every case the clients we complete returns for are real people too. Meaning, they are just as busy as we are with end of summer vacations (both theirs, and covering for the folks who are away), back to school shopping, their job and other family life demands.
Consider these tips when working with your clients during this busy time:
Friendly Greetings Count Too
While there are definitely some people who want to get right down to business, most do appreciate a kind word of greeting, a polite question or two about the family or some other brief conversation.
Review The File First
To our clients, their work is the only thing that is important. Make an effort to let them know that we understand and care. Refresh your memory before the call or meeting, if necessary, by checking the files, verifying status of work in progress and reviewing open items that may have already been requested of them. Pay particular attention to anything special in the current year, like an unusual transaction. The client is likely to want to know about this anyway, but if you can be the one to address the issues, it will show the client you really are on top of their work.
No one wants to be the forgotten one. Asking the client for all of their information four days before the deadline is likely to give that impression. Review your lists and coordinate with your supervisors to make sure that just doesn’t happen.
No Surprises
No one likes surprises when it comes to their financial information. Pay attention to the results of your work. Is it consistent with the prior year? If not, do you know why? Particularly, is there a large balance due? Is the client expecting this?
Handle Mistakes Wisely
Mistakes, unfortunately, will happen. How we handle these, may be one of the most important client interactions. If you discover a mistake, or simply something you don’t understand, first go to your supervisor or in-charge to discuss the matter. If there is actually a problem, either an actual error or some significant unexpected result, then make a plan for addressing it. The plan should include meeting your client in person to discuss the issue and options sooner rather than later. While we all hope to never make mistakes, how we handle them can lead to a client staying or going.
Remember, your clients are people too. Best wishes for a successful fall busy season!