Do you ever wonder how to communicate value to your clients or even wonder what do bookkeeping clients really value? I wanted to share with you my big aha moment when I understood what my clients really value.
It happened a couple of years ago when one of my employees left the company and I was contacting our clients and letting them know that he left. I was pretty nervous because our work was falling behind because we were having to make up for the fact that he wasn't here. I was very concerned that my clients would be upset that their bookkeeping and their accounting wasn't done on time, as I thought that it should have been. In talking to these clients, they never said that that they were upset about the fact the books were not done. What they said is, "Thank you so much. I really truly value working with you guys. You guys have our back. You always remind me of things that we haven't done. You provide such great service. You're always available when we need you."
There were so many positive comments that they told me about our services. It made me realize that even though, in my mind, the most important thing that I thought I was selling was the actual services that we provided, actually our clients were more interested in how they feel when they work with us – feeling like they're being taken care, feeling like we have their back, feeling like we like them, and we're here for them. In their mind, that was more important and more valuable than the fact that the books were two weeks behind.
So, that was the big aha moment. It's not just about the bookkeeping and the accounting or the taxes or whatever it is that you do, it is about building that relationship with your clients and making them feel like you're looking out for them.
