Clients like paying for time, not hearing from their consultant, being surprised when the bill comes, paying for impractical solutions, being treated like a number, and feeling like their consultant doesn't have a clue about their industry or business. Okay, I am being sarcastic. However, it would seem that consultants don’t always treat their clients in the best manner. I guess that’s why they say, “the greatest gap in life is the one between knowing and doing.”
In addition to the treatment of clients by consultants, the accounting industry lives in an ever-changing world impacted by technological advances and currently, the economic recession. All of these factors can create what I like to call “client change.”
“Client Change” not only describes how clients change their buying habits and demands, but also describes what happens when accounting firms refuse or fail to adapt to client needs. For example, technological advances such as social media and the economic recession have leveled the playing field for firms competing for clients, while also allowing clients to be more selective with whom they choose. Clients are changing what they want, and how they want to receive and pay for services. Clients are also seeking more value from their consultants.
Based on these factors, will accounting firms change? If so, will they change in productive ways? Will they change enough? Or will firms face the ultimate “client change” and lose clients to other firms?
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