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3 Website Benefits that Improve Client Satisfaction and Retention
| Guest post by: Brian O'Connell |
Article Overview: A website that doesn't make money for your accounting firm is a useless website. The primary method of generating revenue with your website is by using it as a prospecting tool. It's a great way to bring new clients into the firm but don't become so focused on client acquisition that you allow other opportunities to slip by. You can use your website to improve your client retention as well. Combined with client acquisition, improved client retention can really shore up your firms bottom line.
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Free Download - The CPAs' Fundamental Principles of Marketing By Brian O'Connell |
3 Website Benefits that Improve Client Satisfaction and Retention
Happy clients stay with you forever. They tell their friends. Happy clients
pay on-time. They make work more enjoyable and give you positive feedback. That's why so many firms put a tremendous amount of effort into providing the
highest quality service.
Your website can significantly improve your clients' level of
satisfaction when you provide some basic benefits.
Benefit #1: Secure Access to Documents
Your clients will appreciate having instant access to their financial and tax
documents whenever and wherever they need them. A website's Secure Client Portal
allows you and your clients to quickly exchange and safely store documents
online.
The Portal gives your clients instant access to multiple years of their
printable tax returns. All of their financial statements can be easily accessed
from one central place as well.
The Portal saves you time because you can prepare returns and statements up to
the last minute because they are delivered instantly. (No more waiting for the
mail.)
Your clients can even get their QuickBooks files adjusted and fixed quickly
without having to wait for you to visit their office. You don't have to fight
traffic and waste time driving to your clients office. (Unless you want to)
The convenience that comes with a Secure Client Portal essentially locks clients
into your firm.
Benefit #2: Keeping Your Clients Informed
Keep your brand in front of your clients all year 'round. Show them how they can save money and
help them make wise financial decisions by emailing helpful tips each month.
Clients like to know that you're looking out for them.
When the tax laws change, show them how to navigate them and win. Show them how
to save money through different stages of their lives. It's a great way show
clients that you care and a huge step in maintaining their loyalty.
Writing a firm newsletter each month and sending to each of your clients is an
enormous task. But many companies can provide you with a fully automated system
that is easily and seamlessly integrated with your website.
Benefit #3: Answers to Important Questions
When clients have a burning question and they can't get a hold of you, they get
frustrated. If your client has enough frustrating moments, they'll start looking for another accountant. Don't let that happen to you. Let them get the answers
to their questions immediately even if they can't reach you with a Frequently Asked Questions (FAQ) section
on your website.
Will a FAQ section answer their question completely?
No, but it will help. Formulate the answers to offer the client enough information to
reduce the their anxiety and inform them on the fundamentals of their issue,
and at the same time position you as the expert to turn to for help.
Reminding clients that they can get many of their questions answered on your
website allows you and your staff to work with less interruptions. It also
alleviates frustrations so they stay with you for a long time.
The challenge is... who has the time to write down answers to hundreds of
potential questions?
Well again, you don't have to. There are companies that have thoroughly researched hundreds (if not thousands)
of frequent client questions... they've already compiled clear answers... and
they allow you to add them to your website for very little money.
With the difficulty and high cost of acquiring new clients it makes sense to do
everything you can to keep your clients happy. You can quickly and inexpensively
boost your firm's client retention, by adding these 3 simple features to your website.
YOU WON THE CLIENT NOW START MARKETING TO THEM
What are the benefits of a CRM system in your business? Part 1
Eight Powerful Strategies To Retain Clients, According To Your Strategic Thinking Business Coach
Strategic Thinking To Develop A Successful Employee Retention Strategy According To Your Strategic Thinking Business Coach
A Strategic Look At Client Retention From Your Strategic Thinking Business Coach
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About the Author: Brian O'Connell RSS for Brian's articles - Visit Brian's website Click here to visit Brian's website   Cut Your Website Costs With New Point and Click Web Design Technology A Smartphone and a CPA Walk Into a Bar and That Aint No Joke 3 Website Benefits that Improve Client Satisfaction and Retention Finding the Best CPA Website Design for Your Practice Whats Twitter and Will it Help Me Grow My Accounting Firm |
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