A client expects you to do your job well. That’s the basics, the entry level when it comes to looking after your clients. When you book a plumber then you are entitled to expect them to turn up on time, be polite, fix the dripping tap and leave the workspace neat and tidy. Again, it’s basic, anything less is reason to grumble.

When it comes to customer service then doing the job that’s been asked and doing it in a friendly and professional manner may set you aside from a poor competitor but it terms of impressing your clients then you are merely on the starting line.

As customers we want to know that we matter, that the supplier is interested in looking after us, even caring about us. Merely doing our job well won’t do that on its own. 

However, we are easily pleased as customers. Go to a restaurant and you expect a good meal and decent surroundings but a friendly welcome, seemingly remembering your name, a surprise drink or course, a small gift, these are the things that lift your view of the evening and they are so simple.

As accountants, what can we do to impress our clients and show we care without breaking the bank. Here’s my top tips: 

• A Birthday card, a real one, not digital, and hand signed by you and the team.,.

• An anniversary card, celebrating another year of their custom and thanking them for their business.

• An unexpected post card with an appropriate quotation or image, hand signed “saw this and thought of you”. Maybe a link to a relevant TED talk or video.

• Visitors always welcomed by name ( you know they’re coming) and ideally an offer of their usual drink (make a note).

• A bit more effort to the usual coffee and biscuits – cake, fruit, sweets, better choice, better quality. How about a mug with their name or logo on?

• A gift of an appropriate book, signed by you, again that made you think of them.

• An invitation to an annual event, a tea party, quiz or such like. No agenda, just a thank you.

• Smarten up. People notice when you make an effort. It doesn’t have to be power dressing and waterfalls in reception these days but appearances matter and reflect how much you care. 

Small things, easy things, but don’t dismiss them. As an accountant and coach I’ve used them all. They matter. They get noticed. They are appreciated.