Why do you lose a client and why do you win a client?

The answer is the same. I am talking to business people and Accountants every day and the answer is one or both of these:

  1. Service. Customer service,  limited relationship, rude, not proactive, not returning calls/emails/correspondence, no love, no phone calls, visits etc
  2. Services. Range of services, value for money, didn’t know how much it was going to cost, don’t know what it all means, I need more help etc

They are the same 2 reasons they leave you. Just ask the next one that leaves. Or ask the next new one you got – “why did you leave your current Accountant?”

If they say “they are too expensive.” That is not the real answer. The real answer is “they did not value add to what I am already paying”.

You can stop the bleed by focusing on service and services. You can gain new clients by being an ace at service and services. At the end of the day your clients do not know if you are a good Accountant or not. They just know if they know you, like you and trust you!