I have been surprised by the many positive comments I have received following my article in the last quarter’s newsletter regarding the effects of losing a long-standing client and my concerns of how I could have better managed our relationship.
The responses both from clients and colleagues have all mirrored my sentiment that I am a very lucky man to have held a client for 38 years, but as one of my good coaches said to me, “you make your own luck”.
All responses acknowledged the importance of having a relationship with your accountant that you can rely on in good times and bad. It is a relationship that will provide you with advice which is clear and independent and relevant to you, based on your needs and our knowledge of your affairs. Sometimes the advice may not be what you want to hear, but it is always provided with your best interests in mind.
One item which I had not mentioned, but is just as important, is that the relationship must be two ways and therefore I always appreciate any feedback on our rm’s or my personal service and if we are not meeting your needs. Any feedback, good or bad, can only strengthen the relationship so don’t be afraid to speak up and let us know what you are thinking.
In addition, one of Nexia’s values which sets us apart from other firms and is my personal philosophy as mentioned by a number of respondents is that they have noticed that the people at Nexia care about you.
We care about your business, your success, your family and obviously, you. We do not view you as a commodity, but every client has different needs and desires and we do everything we can to meet your needs. It is my aim that this value will never be lost and every staff member and partner now and in the future holds this value as an integral part of the Nexia culture.
I hope you feel the same way with your business relationships and maybe your business needs to consider which clients are valuable to your business and which clients would be better with your competitors.
I think it is important to realise that not all of your clients will match the values you believe are important like honesty, integrity based on your word and not on a contract, respect to pay your accounts on time and value the work you do.
Also, we are all human and we will make mistakes. The test in the man is how we respond.
One final comment which I believe is important is to avoid emails and speak with your customers as it is amazing what you can learn.
If we all work on relationships, then we can all be lucky.
