Spend some time considering how you’d like the practice to evolve. Schedule times to listen to your clients. Understand the technologies that it takes to deliver those services. Create client service documents that explain the services you provide and the value of those services.
It is wise to discuss services of the past year, and proposed services of the coming year. Have a plan for each client that responds to their needs. Consider monthly payments from clients that flatten out cash flow and reduce collection efforts. Recognize that some good, long-term clients may not fit your definition of the new, good clients. You can use the 80/20 rule to understand the value of much of your client base and the value your expertise.
Select platforms that allow you to execute this vision. This might mean changing software, hardware, procedures and making other temporarily disruptive choices. You need to keep the end-game in mind, and consciously choose each piece to be the best fit. Remember that there are three basic technology strategies: on-premise, hosted in the cloud and SaaS. You can mix all three of these options making a hybrid choice.
Educate your team on the client service strategy, the technology and the culture of the firm you are trying to achieve. Bring your team along with you on this journey. You have to communicate well to be successful.
While results vary based on the people, clients and locale, these strategies work globally. You can expect to provide higher client satisfaction, work less, make more and have overall better team and client satisfaction.
Use technology as the lever that makes all of this happen. Less complex and fewer pieces of technology can run smoother and with less cost. Be cautious of vendor’s promises of what they can do. Even if a vendor can do what they say, it may not be what you need and want. Go with teams that have proven track records and that understand your business model. These teams may give you even more ideas of services that add more value to your clients.