In accounting, numbers may tell the story but it’s the relationship that ultimately shapes the experience. Clients are not looking for technical expertise, they demand clarity , responsiveness and a team that understands their financial journey.
Client servicing builds trust and creates a sense of reliability. From timely responses to personalised interactions, it plays a crucial role in turning complex financial processes into smooth, stress-free experiences for clients.
At Zimsen Partners, client servicing is not treated as a support function but as a part of engagement. The team make sure that clients feel valued from the first interaction.
Rhonda Scott shared insights on communication and how interactions can form the client experience.
Below is the complete interview:
1) From your experience, what do clients value most when interacting with an accounting firm?
From my experience of over 2 decades, it has to be familiarity with the staff, timely response to phone calls and emails, the best result possible for their tax liabilities/refunds while understanding their business or financial needs.
2) How does the client servicing team support both the accountants and the clients throughout the engagement?
As the first point of call, it is important to know who the client is and who their manager/accountant is, as in the person who works on the particular client. Where possible help with any email requests and needs which can short circuit the need to speak to the accountant. We support the accountants by helping with gathering , printing and collating of documents, making appointments and any other secretarial matter.
3) As someone who is often the first point of contact for clients, how important is that initial interaction?
As the first point of interaction, it is important to be friendly and recognise the client by name and case and know who their manager is and why they may be coming in, welcome them to the office. Overall presentation and communication matters as well.
4) What are some of the most common questions or concerns you receive from clients?
Generally, some of the most prominent concern are if their tax returns are ready, if we have received their paperwork, and the reason behind no response to their previous phone calls/messages (Which is very rare of course).
5) Client communication can sometimes be challenging. What are some real-life situations where clear communication becomes especially important?
It is important to communicate potential outcomes in the event a client may have a larger than thought tax bill.
Requesting information from clients and following up where necessary to ensure we receive that information.
Attend to any complaints as soon as possible, listen to concerns, and try to solve it at the earliest.
6) Accounting work often involves tight timelines, such as tax returns and BAS deadlines. How do you help clients stay calm and organised during these periods?
Requesting their paperwork earlier than the final deadline date to enable sufficient amount of time to get the job done and reassure them that things are in order and well on time to meet the deadline. You have to be proactive and contact clients, not wait for them to contact us. The urgency to help them out needs to be visible and evident.
7) Accounting firms are often recognised for their technical expertise, but clients usually interact with the client servicing team first. In your view, how important is that first interaction in shaping the overall client relationship?
The first interaction is important to make the client feel comfortable, important and welcomed. By being friendly you make the client feel relaxed at trusting their work with us. Obtaining their information correctly and passing any concerns to the Managers promptly and ensuring the Managers follow up with their concerns validates the client.
