Chartered Accountants Australia and New Zealand
In advocating strong practice development, the Institute of Chartered Accountants in Australia (the Institute) has released Clients4Life authored by Mark Lloydbottom and David W Cottle. The professional services industry is not only about delivering technical service, but doing so in a consistent and high quality manner for your clients. As the industry is becoming more competitive than ever, the ability to build and retain client relationships is vital. When clients are asked why they change their accountants, the overwhelming response is not cost, but poor client service. Clients value high levels of service and are willing to pay for it. Clients4Life is a 400+ page, definitive guide to delivering outstanding service for your firm. This book provides a solid foundation to understanding what outstanding client service is, how to find out what clients want and need, and practical recommendations and strategies to improve client relationships and help you retain these valued clients. Clients4Life is an invaluable read for everyone in your office with in-depth advice on how to make small changes that will have a big impact on your client management and retention. While the text focuses on the accounting market, the advice and strategies can also be applied to lawyers, management consultants and businesses generally. Â Members of the Institute of Chartered Accountants in Australia are entitled to a discount on this publication.Â If the discount has not been applied, please refer the institute's website to access the promotional code.