Someone Knocking at the Door?
As the regular readers of this column know, I like to reference rock’n’roll from the 70s. This time, as I sit down to write my column about listening to your customers, one of my favorite songs from the Wings comes to mind.
So what’s keeping you from doing it? I have used an accountant for more than 20 years and never once have I been asked for feedback on how likely I am to make a referral or what the firm could do better. Given the ease of surveying customers these days, I hope this will change. Accountants have some of the strongest customer relationships, which have been built primarily through active listening techniques like the ones my grandfather taught me. Using the simple tools and methods above will make them even stronger. I am very curious to see what happens as firms start applying more tools to the process of listening. You never know … it might lead to lots of people knocking at your door (ring ring).
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