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Accountants urged to improve their client care.

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PositionFinancial Software - Chris Daffy - Brief Article

Many accountants in practice are failing to harness the benefits of good customer service, Chris Daffy, author of Once a Customer, Always a Customer, told delegates at a recent seminar organised by Iris Software.

"Good customer service can make your customers become salespeople for your business and pay you more for a service they could get cheaper elsewhere" he said.

Organisations with the best customer service grow twice as quickly and charge on average 10 per cent more than those with poor service, according to a survey by research firm Tarp. A survey from PwC also reveals that businesses scoring highly on customer satisfaction have their invoices honoured at least 14 days earlier than those whose customers are less satisfied.

Businesses tended to focus on the wrong indicators, Daffy said. "If you answer the telephone within three rings, it doesn't mean that you have good customer...

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