When I set up my first accountancy business one of my old school friends, now living in USA, told me that a visit to her accountant felt like a visit to her dentist. As I’m one of those people who is terrified of the dentist (in spite of never needing treatment) I was determined that my business would be nothing like that.
When we had offices I invested in a decent coffee machine and we ensured that clients could charge their phones while visiting.
When we used to provide monthly envelopes for clients to send in their invoices for bookkeeping I chose some that felt quite velvety (even though they were four times the price of the others) so that clients would have a bit of niceness.
We send welcome gifts of chocolates from a local business (obviously we had to sample them first!) and birthday cards by a local artist.
Now we are busy building an app for clients to calculate how much tax they need to save and how much is available for dividends.
What can you do to make your clients’ experience smoother?
Business confidence monitor
The Q3 ICAEW Business Confidence Monitor is here and shows the increased tax burden are holding back business and economic growth