#256 Why Good Service Isn't Enough To Keep Your Clients

This week, I'm talking about something I rarely cover on here.

Not how to win clients.

How to keep them.

We spend so much time obsessing over pricing, positioning and winning new work that we forget the thing that quietly makes or breaks a firm: whether our existing clients stay, and whether they shout about us to everyone they know.

I break down:

Why "we get their stuff in on time" is the bare minimum, not a selling point
The difference between customer service and customer experience (and why most firms only do one)
The two reasons clients actually leave their accountant
Why losing a client costs you far more than their annual fee
The Maya Angelou line that sums up client experience better than any textbook
The car hire company that gave me a genuine "wow" experience, and what accountants can steal from it
How to build proactivity into your team so it doesn't vanish the moment things get busy
The simple one-letter tracker I used to measure client contact (and why we binned timesheets for it)
How to give your team a bank of proactive ideas so they're never stuck for what to say

I also share a bit behind the scenes on this month's PAC deep dive into pricing compliance profitably, and why compliance is still the most scalable, most profitable foundation your firm has.

This episode is sponsored by Karbon, the practice management platform we recently moved to after 12 years on our previous system.

If you've ever taken a long-standing client for granted, this episode is for you.

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