Don’t shy away from “big, hairy, and audacious” goals – sharing a big picture vision demands big goals and demonstrates your commitment to their future. You’ve made it your responsibility to help them get where they want to be. Pushing planning meetings or only discussing your client’s long-term business objectives at the surface-level can send the signal that you’re only interested in working with them for the short-term.Īctively discussing the future, setting goals, and providing your expert insight as to how they can achieve these goals will establish trust with your clients because it shows that you’re truly invested in their growth. Usually, we get so preoccupied with what’s going on now. Matt Rissell, CEO, Tsheets (from How Big, Hairy and Audacious is Your Company?)įuture planning is one element of business that is often not prioritized. When other people are unsure about your company’s ability to achieve the goal you set, you’ll know you’re going in the right direction.” “It’s not a big, hairy audacious goal until it’s so outrageous that other people can’t help but question your sanity. The more you demonstrate client care, the more you’ll be able to inspire trust. Your paying clients should not have to battle for your attention, however – this is something they deserve and that is critical to showing that you care. Even if you feel that you perfectly understand what they’re saying, asking questions will show that you care and that you’ve truly heard what they have to say.īetween endless work distractions, the attention economy, and our fast-paced, technologically driven world, it’s easy to understand why human listening skills have decayed. One way to be a more skilled listener is to take notes and ask follow up questions. Be aware of your body language – checking your phone or avoiding eye contact as they speak can make it seem like you’re not paying attention. Next time you’re having a conversation with your client, really listen to what they’re saying. Covey (from The 7 Habits of Highly Effective People) “Most people do not listen with the intent to understand they listen with the intent to reply.” Here are some seemingly insignificant things you might be forgetting to do that can cause your clients to lose trust in you and your firm’s services. We’re digging around in your underwear drawer for sure.”Īs such, it’s critical to establish a great relationship with your clients upfront, and to actively nurture these relationships to forge deeper levels of trust. Money is a highly personal issue, and believe me, financial issues are close to people’s hearts, and you can’t keep a lot of secrets from your accountants. “Good business is based on good relationships, and I can’t think of many other industries beyond accounting which has a stronger need for trust on which to build that relationship. Trust is vital for improving productivity and delivering results as an effective business partner.Īs Patti Scharf of Catching Clouds explains: Cementing the foundation of a great client experience is trust. Providing a great client experience is a key component to any accounting or bookkeeping firm’s success.
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