Jenny Tse CA , director of Licensed to Bill, a professional services sales consultancy, said professionals need to rethink the way they deal with clients to earn more work and better service their customers.
“Accountants are trained to be solution providers and that means that as soon as a client comes to them with a problem, they figure out a solution and want to talk to the client about that solution straight away,” Ms Tse told AccountantsDaily.
“That’s actually a big mistake,” she said. “Don’t jump straight into the solution; be okay with exploring with the client the problems and outside of what they’ve just told you”.
By exploring the client’s business more fully and gaining an insight into the customer’s needs, accountants are able to provide a more complete service, generating more beneficial relationships, according to Ms Tse.
Clients want a solution, but there are many people who could provide that solution and quality accountants must differentiate themselves from the pack, she said.
“The difference between the people who can charge more and the people who are fighting at the bottom is that they give the client the experience that they want,” Ms Tse said.