We should use tools that increase productivity and improve our firm’s bottom line. We often forget to consider the client’s experiences with our tools as we strive for efficiency and productivity.
The accounting industry has seen a revolution in recent years thanks to cloud computing and the adoption of ever-evolving technology. Technology makes it easier for firms to scale and be more productive. It also means that accounting services are more accessible to clients. We are all too excited about the many benefits technology brings to accounting. Have we ever stopped to think about how these tools impact our clients’ experience?
Efficiency vs. Experience vs. Efficiency
Technology can be empowering–unfortunately, it can also be disempowering, confusing, and frustrating. As a CPA and former owner of a firm, I am a tech enthusiast, and I am constantly looking for ways that accountants and bookkeepers can innovate and improve their practice. Efficiency is an essential priority for most firms when adopting new technology tools. This is because the tools we use should improve productivity and increase the bottom line. In our pursuit of efficiency and productivity, we sometimes forget to consider the client’s experience with our tech tools.
Thinking in terms of added value
When work is completed faster, the firm reaps the benefits. Also, the accountant and bookkeeper benefit. The client also benefits. It is not true that the client gets more value if the accountant does the work faster. The deliverables are the same regardless of whether the accountant completes the task in five minutes or five hours. Consider this: Technology that enhances the client’s experience and is simple to use, efficient, and refreshing can be referred to as “added value.”
Do not overlook the Client Experience.
Client satisfaction and retention are essential in a competitive market. Accounting firms are primarily referral-based and cannot afford to ignore any step in the client’s journey. The best clients will be the ones who share their experiences with others and refer their friends and colleagues. The firm saves time and money by fostering a referral network. Perhaps most important, a referral program can help you find qualified leads that fit your firm’s values.
Do not let your tech devalue your firm.
A tech experience that is inefficient, cumbersome, or unpleasant can affect the client’s perception of the firm and their willingness to work with them. Even if the tool is intuitive and easy to use, it can still cause problems for clients. A client who struggles to use the technology is likely to impact the ability of the accounting team to perform their scope of services. They might send documents incorrectly, bill late, or avoid the tool entirely.
Building client buy-in
It’s crucial to get buy-in from clients as soon as possible in cases where tech is the only tool needed. Otherwise, they may not be able to see the tool’s benefits. It is essential to explain why you chose this tool and how it benefits them. They will be more open to hearing your explanations and transparent communication. They must also see the indirect benefits that the device has for them. It may help them with their urgent need for accurate bookkeeping. But the right tool can also help clients understand their finances at a deeper level and provide the data they need to make informed financial decisions.
Recognizing when it’s not working
Many business owners can get emotional when they raise concerns about tech problems. It can be difficult to tell clients that you are concerned about their tech problems, especially if they fear you won’t want to work with them anymore or believe there is no other option. Clients won’t come to you first. Instead, check-in with them regularly to show that you care. Offer training sessions and resources to help them adopt any technology you want.
When clients embrace the tech
Imagine what it would be like if your client enjoyed using their tech and could then understand what you’re doing. Imagine if your client felt empowered about their finances. Cloud small business accounting is the way to shine. The systems are designed with business owners and accountants in mind. Clients will enjoy using them. They will become more involved in managing their finances and can have a better relationship with their accountant team.
