I recently came across this list of suggestions from the book, The Trusted Advisor, by David Maister, Robert Galford and Charles Green. I found them in Ron Baker’s book, Measure What Matters to Customers. These suggestions are the most common suggestions that customers say they want from their professional relationships:
Looks like a pretty thorough list. How well are you doing with this list? For our CPAs in business and industry, does your CPA (and lawyer) follow these suggestions?
How can you build this into your practice and train your team to constantly think about the customer/client? After all, isn’t that why we all exist — to serve our customers / clients / members?