Why Do Clients Complain?


Comments (2)

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Thanks Frank!

Thanks for the feedback Frank. One thing we have implemented in our own CPA firm is adding the 4 questions in number two to all prospective client interviews. We also added an extra step in our new client process, something we learnt from the book Breakthrough Business Development. At the end of the prospective client interview we say something like, "it's been a real pleasure meeting with you, what I'd suggest is we both take a day or two to reflect over this meeting and then make a decision about us having a great working relationship." Give it a try and let me know how the prospect reacts - we typically close every client that we have this conversation with - assuming we want them as a client that is.

damien@2020groupusa.com more than 2 years ago

Insightful piece...

Anyone in a customer-facing business will encounter folks who complain. Your piece provides some very useful insights into why seemingly 'unexpected' complaints arise and how to minimize them. Thanks!

Frank Hannaford more than 2 years ago

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