Transcript THE LIFE OF A CLIENT

Easy Client
Communications
Presented by:
Bill Parrish
(oneplusone)3
Those Pesky Disclaimers
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This Information is copyright protected by (oneplusone)3 and
may not be reproduced or otherwise distributed without the
written consent of (oneplusone)3
This presentation is for informational purposes only and should
only be implemented by a practitioner after appropriate due
diligence has been performed
Not all of the concepts and strategies proposed in this
presentation may be appropriate for all practices. Careful study
must be undertaken by anyone considering the implementation
of these concepts and special attention should be given to
individual state laws governing the practice of professionals.
PURPOSE
Communicating with clients appears to
be one of the things that most clients
criticize about their accountant or tax
professional. Today, we will find ways to
simplify that process and communicate
better and easier.
Communication Defined
The expression of thoughts, feelings, or
information easily and effectively,
The transfer of information for the benefit of
the recipient of the information,
Advising another of something important to
them.
Communication is
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Communication is more than the words
we speak. Communication is about who
we are and how we express ourselves
and relate to the world. Communication
is the message we deliver through
nonverbal as well as verbal means.
Communication is the ultimate
expression of who we are.
Be clear about what you
want to express
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What do you most want to say?
What is the primary idea, concept or
idea you want to convey?
Requires an inner clarity
Avoid anything not directly related
Tact and good manners
matter
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Honesty matters
Be compassionate
Express your perspective
Respect the reader
Remain Professional
Precision matters
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Avoid vague terms
Avoid unexplained technical terms
Use precise language, descriptive words
Communication should come to life
Common Ground
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Identify common ground up front
Identify purpose early on
Honor differences of opinion
Identify readers interests
Alignment & Congruency
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Words and actions should be aligned
Lack of alignment leaves room for
doubt
Identify congruent themes
Outline these items ahead of time
The nature of conflict
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Conflict & differences cannot be avoided
Learn to mediate when appropriate
Respect differences
Don’t avoid conflict, face it head on
Context, Text and Subtext
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Context = perspective
Text = words
Subtext = meaning & motivation
Client Database
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Include names & nicknames
Keep current
Learn to integrate with Word
Letter Database
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Convert all completed letters
Use client database headings in letter
Date can be automated
Pay attention to opening & closing
Be consistent with style
Letterhead
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Create master in Word
Use color if available
Use headers & footers (in view)
Keep simple, not overpowering
Create Master Envelopes
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Integrate with client database
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Especially good for mass mailings
May be simpler to type in 1 address
Create all needed sizes
Create return envelope to fit in number
11 envelope
Practice Cut & Paste
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Helpful with research results
Good to support verbal answers given
Paste to billing system also
Reference source
Do it Now, Not Later
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Procrastination is worst enemy
Is fresh in our mind
Provides timely info to clients or others
Creates image of “I am on top of this”
Responsibility
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Communication is about being 100%
responsible for the other person's
understanding. This means that if you don't
feel understood, you've not completed the
job of communicating. Don't blame others for
their not understanding you; take
responsibility for re-communicating your
position to ensure that you've been properly
understood. Take responsibility not only for
what you say, but also for how you're
understood!
For Information
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About ConnectEd:
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Jodi Goldberg, Director of Member Services
National Society of Accountants
800-966-6679 Ext 1304
[email protected]
About the Presentation
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Bill Parrish, Founder & CEO
(oneplusone)3
800-867-0065 Ext 1013
[email protected]
www.oneplusone3.com
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