The conversation focuses on the importance of communication and customer service in the accounting industry. The host highlights the disconnect between what accounting firms offer and what clients perceive they are receiving.
The lack of clear communication leads to frustration and dissatisfaction. Zane emphasizes the need for improved communication from the initial phone call to the onboarding process and throughout the engagement. He suggests implementing processes to ensure clarity and consistency in communication, such as documenting agreements and regularly checking in with clients.
The conversation concludes with a call to start a conversation and brainstorm ideas to improve customer service in the accounting space.
Takeaways
- Communication is crucial in the accounting industry, and there is a need for improved customer service.
- There is a disconnect between what accounting firms offer and what clients perceive they are receiving.
- Clear and consistent communication should start from the initial phone call and continue throughout the engagement.
- Processes should be in place to ensure clarity, such as documenting agreements and regularly checking in with clients.
- Feedback from clients is essential to understand their needs and improve service delivery.
- Improving communication and customer service will lead to greater client satisfaction and success in the accounting industry.
Sound Bites
“Our clients are telling us this is that service delivery is just not great.”
“There’s a disconnect between what we’re saying we’re offering our clients versus what they think we’re offering.”
“Communication needs to improve. Surprise, surprise.”
Chapters
00:00 Introduction and Conference Attendance
06:34 The Need for Improved Communication
12:19 Implementing Processes for Clarity and Consistency in Communication
