According to Mark Lloydbottom in "Clients4Life" 97% of clients would happily recommend their accountants, however 96% have never been asked to do so. Furthermore, 26 out of 27 people who have had a bad experience with a firm won’t complain. They simply change firms and don’t come back. How many complaints do you get to hear about?
Focused customer calls
As we’ve just highlighted, one of the richest sources of new business is referrals and Insight has a unique process of generating more of these quality leads. If you have not already profiled your customer base into A, B, C and D customers or a comparable grading system our team will help you achieve this. Typically, we agree a unique strategy for A type customers. Then using our Premier Team we will carry out customer calls to your client database (normally B-D customers), updating records as we go, asking a number of pre-agreed questions to gauge customer satisfaction as well as seeing what else you customers may really want from you. The call leads towards asking for referrals from happy customer where this is appropriate. When we uncover a problem or complaint, our expert team will draw out all the necessary information to enable your firm to solve it.
Some firms try and do this type of work internally but the reality is for most, they just simply do not have the time or resources to devote to a sustained customer campaign. Additionally, our team has the added advantage of being an external third party which generally promotes a more authentic and frank response from your clients.
To discuss this with a member of our team simply call us on 0800 8030826
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