Ahhhhh Service. 

As you might recall, Service is one of the 4 S’s in my Bookkeeper’s Business Incubator (BBI) (Sales, Systems, Service, and Skills). 

It’s an incredibly important component of any successful bookkeeping business for a very few simple reasons: 

1️⃣ If you want good quality client referrals, you MUST perfect the art of offering an exceptional client experience.

And

2️⃣ You cannot grow your business unless you retain happy, high-paying clients and minimize turnover.

So what can you do to improve your customer service? Let’s dive in.

How to Provide 5-Star Service

Offering a stellar client experience starts from the moment someone becomes a client and ends only AFTER you’ve bid each other farewell.

That’s right, even after a client has told you they’re ready to part ways, you still must provide them with a professional, high level of service. Why? Because you never know when they might decide to come back (it’s happened to me more than a few times!).

So in between the beginning and end of any client relationship, you need to be ON 👏 YOUR 👏 GAME 👏 100% of the time.

High client turnover does not speak well to your reputation as a bookkeeper, and it won’t help you build a highly profitable business. Repeat sales and repeat bookkeeping clients will help you scale and soar my friend! 

So, how do you offer a five-star experience for your clients?

One of my biggest tips for doing this is to set clear expectations with clients from the start of your partnership.

Setting Expectations From the Start

You and your client are coming to the partnership with perceived expectations. But if you don’t communicate them upfront, then you’re moving forward totally out of sync. 

This can result in clients feeling frustrated or uncared for, and you being confused and annoyed.

How do you avoid the friction and preserve your new partnership? Replace assumptions with expectations.

To do this, I recommend outlining your expectations in writing and repeating them several times when engaging with new bookkeeping clients. Get it all out on paper and in a contract.

Share important details about:

✅ Payment terms

✅ Availability

✅ Communication preferences

✅ What tasks you’re expected to complete

✅ And anything else you think will be important for clients to know as you get started

I know this isn’t rocket science, but talking about expectations at the start of your client relationship is a simple, yet EFFECTIVE, way to build a long-lasting and successful partnership.

You got this!!

Justine

P.S. If you aren’t already a member of my free Facebook group, what are you waiting for?? Come join us for weekly live videos, and get to know hundreds of other bookkeeping women who are excited to grow their businesses as well!