How to retain clients and improve service

In uncertain financial times, significant focus should be on client retention at accountancy firms. Edward Rands BSc FCA highlights the steps partners and practices can take to retain clients

Client care is about providing the right service to the right client, at the right price. The service should be delivered on time, every time.

Satisfied clients stay with the firm and tell others about their positive experience. Dissatisfied clients frequently do not bother to complain to the firm. Instead, they just leave and complain to other people.

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