What does it mean to be a first-time resolver? It means that you successfully handle clients’ requests or complaints on the first call. By solving a client’s problems on the first call, you build an image of authority for yourself. To make yourself absolutely indespensible to your clients, build confidence that when they come to you, you will either know the answer or will at least know in what direction to point them for answers. When they approach you with a problem, give them the confidence that you will follow through on the issue. You want your clients to feel dependent upon you and your experience.
One Contact = One Solved Problem
Studies have shown that first-time resolution is extremely important to clients. Their time is short. When they call, they want their needs to be fulfilled as quickly as possible. In addition, it’s annoying to clients when they have to phone you repeatedly on a matter. You have other paying clients to service, so getting issues resolved the first time will make your day more productive and your business more profitable.
Become a First-Time Resolver
Here’s how you can prepare yourself to be a first-time resolver:
- Stay current on all accounting and tax information so that you can provide speedy answers.
- Keep their financial information handy at all times. That way, you won’t have to go look something up and call clients back.
- Make the most of training. Read training materials carefully so that you’re up to date on all the latest practices and policies.
Finally, know to whom you should contact or refer your client to. Clients expect you to handle their situation. However, studies have shown that clients’ satisfaction is not diminished when you refer them immediately to people who have the information they’re seeking. You simply don’t have to be the expert on everything. Your clients do not have that expectation either, so don’t feel bad if you need to refer them to someone better suited to the issue at hand.Above all, though, don’t abandon their issue when you don’t feel that it is your area of expertise. When your clients feel that you and your questions are important to them, they will stick with you and recommend their friends to you. Referrals are the easiest way to find new clients and they will only happen when your current clients have confidence in your ability as a solution provider.
Show that You Know
As demonstrated above, the clients that you service must have confidence that you know Accounting and Bookkeeping for them to refer others to your service. Especially when you are first starting your Accounting and Bookkeeping service, knowing how to market yourself to potential clients and to instill in them peace that you can solve their problems can be key.When you enroll as a student in the Professional Bookkeeper program, you have an unfair advantage over your competition that will really make you shine in your clients’ eyes. Even after completing the Professional Bookkeeper program, you have ready access to coaches, accountants, and CPA’s at the Universal Accounting Center. Just call or email to get answers to even the toughest Accounting and Bookkeeping problems. The combined experience of many Accounting professionals comes as just one unique feature of the Professional Bookkeeper program. Even if you never need the support (and most of our graduates never need it after completing the PB program), you will grow in confidence in dealing with your clients, knowing that answers are just a phone call or email away.Businesses recognize the Professional Bookkeeper (PB) designation as validation that you have mastered the concepts of small business Accounting and Bookkeeping. Even if you already have an Accounting degree, additional certification in the specifics of preparing books for a small business will give you an edge over those without the PB designation. The Professional Bookkeeper designation gives you confidence in your abilities and demonstrates to your clients what you already know, that “you can do this!“Learn How Becoming a Professional Bookkeeper (PB) Sets You Apart