We completed the client survey in November 2010 and from this time it has been a constant reference point in helping us develop our business.
The survey provided the double effect of finding out what our clients wanted from us but also provided a great opportunity to let our client base know about the many services we could offer beyond traditional tax returns.
Whilst is would be difficult to put a dollar figure on the benefit of the experience some 18 months down the track I know that the exercise has paid for itself at least 10 times over through both new engagements for the existing clients and referrals to our services beyond taxation.
In working through this exercise with Teach it Forward we entered the arrangement with some fear and trepidation, unsure that we really wanted to know what our clients were thinking and even scared that this may open up some underlying scars. Our outcome was quite the opposite – the questioning allowed for brutal client feedback which was received as intended whilst enhancing our client relationships. The number of clients who passed comment on their appreciation that we actually valued their opinion was quite unexpected.
I would recommend that any accounting firm who is serious about improving their business away from just taxation services must undertake this client survey experience if they really want to reclaim the position of trusted advisor with their clients.
We have undertaken client surveys of different types over the past 15 years and this was without doubt the most money we spent on any survey and the greatest value for money we received from any survey by a significant margin.
McMahon Osborne Group