Customer service doesn’t have to be complicated. According to customer service expert and New York Times bestselling author Shep Hyken, it comes down to one simple idea: doing the right thing, every time.
In an episode of The Successful Bookkeeper Podcast, Shep shares why great service is one of the most powerful ways bookkeepers and accountants can stand out in an increasingly competitive market.
Customer Service Is a Choice
Great service starts with a decision. Are you going to be customer-focused or not?
For small bookkeeping businesses, this matters even more. You may not have a big team or formal processes—but every interaction you have with a client shapes how they see your business. Each email, phone call, deadline, and follow-up is a “moment of truth” that leaves an impression.
Gratitude Goes a Long Way
One of the simplest ways to improve customer service is also the most overlooked: saying thank you.
A genuine thank-you—whether spoken, written, or emailed—makes clients feel valued. It reminds them that you appreciate their business and don’t take the relationship for granted. Small gestures of gratitude often create outsized loyalty.
Define What Great Service Looks Like
Shep recommends creating a short customer service mantra—one sentence that defines how you serve clients. This clarity helps guide decisions and behavior, especially when things get busy.
Whether your focus is responsiveness, clarity, flexibility, or reliability, defining what service means to you makes it easier to deliver it consistently.
Service Is the Real Differentiator
Clients no longer compare your service only to other bookkeepers or accountants. They compare you to the best service experience they’ve had anywhere—Amazon, Netflix, a great restaurant, or a favorite hotel.
That means technical skills are expected. What truly differentiates you is how easy you are to work with, how well you communicate, and how smoothly the experience feels for your clients.
You Need Both Skill and Service
Great service can’t replace poor work—and great work can’t make up for poor service. Clients expect both.
If the service experience is frustrating, clients will look for someone else who treats them better, even if that person’s offering is similar to yours. Quality and service must work together.
Handling Upset Clients Professionally
Shep also challenges the idea that “the customer is always right.” They aren’t—but they should always be treated with respect.
When issues arise, especially around missed deadlines or missing information, the key is clear communication:
- Acknowledge the situation
- Apologize that it happened (without assigning blame)
- Restate expectations
- Focus on solutions, not fault
Being proactive and setting expectations early prevents many problems before they start.
Final Thought
Amazing customer service isn’t about doing more—it’s about being intentional.
Decide to be customer-focused.
Communicate clearly.
Show appreciation.
Own the experience.
When clients walk away thinking “Wow, that was amazing,” you’re no longer just a bookkeeper—you’re indispensable.
For more great content, check out The Successful Bookkeeper Podcast!
