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Hey Michael Robert here creator and author of the tax resolution domination system and toolkit, and today I want to talk to you about the six steps to providing exceptional client care first lets define what a client is versus a customer okay a customer is someone who comes to you and has one transaction think of it like a retail store and a customer comes in buy something on the rack pays for it and that's it you never see the person again a client usually is defined as sewing that you have an ongoing relationship with which is what we do especially when folks hire us to resolve their tax problems so one of the first steps to exceptional client care is to share this commitment that you have providing exceptional client care with your team get engagement get and by get buy-in take what's in your head about your vision of what exceptional client care looks like and put it on paper or have a meeting and make sure everybody else is bought in the second thing you need to do is to actually talk to your clients ask your clients would they consider exceptional client care trust me they will tell you, and you can do this through it like a stealth survey about you know their experience with your firm with your front office etc I know in my farm a tax resolution services company we had something that we called the 14 touch point client assurance system which basically meant was we were touch we were touching the client and I didn't mean leaving a message on the phone or sending an email we actually got the person on the phone in real time, or they came into the office, and we gave them a status case update every 28 days, and we actually did that within we did that four times within the first 96 hours, and I'll explain that in a different video but what we did was we made sure we told the client what was going on with their case especially when nothing is going on with their case that's the most important time to community with your clients when the IRS is in the holding pattern or there's nothing to be done on a case at that point because remember if you take my advice, and you're charging their credit card once a month or an ACH automatic bank debit for the recurring monthly payments' client wants to know what they're paying for, so it's very important to stay on top of that and in communication with them, you know one of the other things that you need to do is to you have to accept that quality is going to cost something I mean think about it what's the difference between going to a motel 6 hotels versus a five-star hotel experience customers clients are willing to pay more for better service better quality better engagement so keep those things in mind when its when were talking about how do you provide exceptional client care it's all about the client experience Music I hope you enjoyed this video if your CPA an enrolled agent or an attorney, and you want to learn more about the lucrative Tax Resolution niche click on the link above my shoulder enter...
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