Discussion:Client Survey
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Johnhuddleston (talk|edits) said: | 1 May 2008 |
| I'm developing a client survey to send to my tax clients. What are some of the most useful questions in your client surveys?
John Huddleston Seattle Bellevue Tax Accountant | |
| 2 May 2008 | |
| I only send mine to the little old ladies, cause then I know they will all come back with smiley faces. | |
| 2 May 2008 | |
| What you need is a "push" survey. E.g. What did you pay 10 years ago for a tank of gas?; Oil Change?; your tax return preparation? HEHE.... it's depressing. | |
| 2 May 2008 | |
| That it is Crow, that it is. lol.
My tax practice is a hybrid. Part H&R type clients, transient, here for a year or two, then gone, Then part long term clients who are here because of who we are. Come april 1 of each year, we call those that have not returned or made an appointment. See if they want to schedule one or if we should put them on extension. I am amazed at the number that just forget or don't care and will schedule an appointment. This year, I had receptionist ask those that went elsewhere why they chose to go elsewhere and it's amazing some of the responses. I love reading them. I have been trying to slowly right price the clientele over the last two years and have been good to not increase things dramatically for the lower end of the client list. I mean, he used to charge as little as $45 for some returns. $60 with sch A. My minimum for a single W-2 is $75 and $125 with a simple Sch A. Not expensive by any stretch of the imagination. And for those that were $45 and $55 before, I moved them to $60, then up to $75 by showing true cost less a discount. some still complained about the price. I said, so long, farewell, goodbye with a chuckle. | |
| 2 May 2008 | |
| I have two types of clients for legal work, the hourly ones, and the ones that call me every 5 years or so because they need "something": lease prepared, deeds, a "lawyers letter" etc.
I am very unscientific about how I calculate my minimum for doing anything for the latter type client, but my minimum is $85.00. For years and years, I'd prepare a deed for $70.00, I am sure the downtown guys were charging $400, who knows. Now, if you want the simplest thing, it's $85.00. How did I arrive at this? Well, in 2003 or 04, there was a string of times I went to Publix Supermarket, and it seemed no matter what I went in for, it was around $83-4 dollars. I took this as a sign, and there was my new minimum. I figured I was worth a few sacks of groceries. The first 3 phone calls or Emails a month (with the client and not a 3rd party on behalf of a client) are free; research is not free, lol. This keeps down a lot of grumbling. | |
| 2 May 2008 | |
| One question I'd consider John is something about tax planning, not really a pure survey question per se, but:
"Did you know we provide tax planning outside of tax season?" | |
RoyDaleOne (talk|edits) said: | 3 May 2008 |
| I like CrowJD suggestion. In addition, your rate of retention is a good indicator of your performance. | |
| 4 May 2008 | |
| Your profile indicates you have a very broad based business,not just taxes ,so I presume your survey is attempting to market some of your other services. Consider the following questions :
How could I better serve you and your business tax and financial needs ? Are there any significant lifestyle or financial issues that require review in the near future ? Are there other financial services that you need now or in the near future ? Your list that may include tax planning ,estate planning ,retiremnt planning ,educational ,etc At the bottom of your survey after you sign your name perhaps a statement such as P.S The greatest compliment our clients can give is their recommendation of our services to others. Thank you for your continued trust and confidence. | |
Leatherneck (talk|edits) said: | 5 May 2008 |
| Verbal surveys generate higher participation with more information, that is also more accurate.
No time? Easy fix, call local university, hire a marketing student to conduct the phone surveys for you. Your clients are far more likely to be honest in their answers if they think you have hired an outside service to conduct this for you. They will not want to hurt your feelings so they will say things to others that they will not say to you. Also becuase they now know you were serious enough to hire out this service, then they'll know it is important to you that you get good scoop. Questions that get them thinking: What about my service pleased you the most? What about my service pleased you the least? What about my service was displeasing? If you questions are too open-ended then it is hard to get them going with a real answer, you'll get things like, "Oh I think it was fine." If it is somewhat pointed then it can get the juices flowing and move them into reality. Another thought is to call and local university and speak with the Marketing Professor. Share that you are interested in conducting an in-depth study of your business. Prof gives it to class as assignment. Give class a party at the end of the semester for $500 or so. | |
