post # 358 — April 19, 2007 — a Client Relations post
One of the blogs I always read is Dennis Howlettâ€™s AccMan. He mostly focuses on the uses of technology in accounting, but every so often he throws in a gem of really valuable general wisdom.
Hereâ€™s his list for how he characterizes great clients:
All cards are played face up
- Mutual accountability
- Willing to share whatever is necessary to get the job done
- Constantly probing to find the best solution
- Time is no barrier
- Eager to learnâ€¦and to teach
- An â€˜always onâ€™ response mechanism
- Keep up the pace
- Express thanks
- Accept value based pricing
For me, I’dd add:
- Wants thorough solutions, not quick fixes
- Is an admirable person of honor, integrity and principles, who it is a privilege to serve
- Wants a true dialogue, not just an agent to implement or advocate their pre-fixed conclusions
- Gives me enough pre-meeting homework so I can come to meetings prepared and give of my best
- , instead of having to react on the fly
- Helps me understand and prpeare inadvance for organizational politics
What would you add as descriptors of great clients?
Liz Zitzow said:
Pays upon reciept of invioce. Even better, pays in advance.
Understands the fact that all my clients are in the same boat and have the same deadlines, so they don’t call close to a deadline unless it’s an emergancy.
My biggest peeve: I ask for something to finish the paperwork, and they reply wiith “I gave that to you already.” No, you didn’t. If you did, I wouldn’t be asking for it now. An acceptable alternative is “I gave that to you in an email on the 15th”. Then, at least I can check the emails from the 15th and confirm that no, they didn’t send it; rather than having to double check everything they’ve ever sent me to confirm what I already know: that they didn’t send it to me.
posted on April 19, 2007