In today’s digital world, clients have access to thousands of bookkeeping providers—often offering similar services at similar prices. So what makes one stand out from the rest?
According to customer service expert Shep Hyken, featured in The Successful Bookkeeper Podcast, the answer is simple: Client experience.
While technical accuracy is expected, the way clients feel during their interactions with you is what builds loyalty, referrals, and long-term success.
🎯 The Experience Starts Before You Even Speak
Every client interaction—email, phone call, website visit, onboarding process—shapes their perception of your business. First impressions aren’t just first conversations. They’re formed the moment someone lands on your site or reads your email signature.
Key Insight:
Client experience isn’t just a customer service issue. It’s a business strategy.
What to do:
- Review your onboarding process—does it feel smooth, clear, and helpful?
- Check your website and emails—do they reflect professionalism and clarity?
- Make it easy to ask questions, book meetings, or request support.
💬 Responsiveness Is a Core Part of Experience
One of the most basic—but overlooked—elements of great client experience is responsiveness. Even if you can’t solve a problem right away, acknowledging a message quickly shows that you care.
What to do:
- Set clear expectations for response times (and meet them).
- Use templated replies for common questions to speed things up without sacrificing personal touch.
- Automate status updates when possible (e.g., “Your monthly reports are being finalized and will be delivered by Friday”).
🧠 Be Easy to Work With
Clients stay with businesses that make their lives easier. In bookkeeping, this means:
- Fewer emails back and forth
- Clear requests and instructions
- Easy document-sharing
- User-friendly tech tools
What to do:
- Audit your client processes for friction points. Are there places where clients often get confused or frustrated?
- Use cloud-based systems that let clients upload, review, and approve with minimal hassle.
- Create FAQ guides or short screen recordings to walk clients through tasks.
🔁 Consistency Builds Trust
Great service once is luck. Great service every time is a system. Shep emphasizes the power of consistency in client experience—because trust is built through reliable delivery, not one-off gestures.
What to do:
- Document your client communication workflows (e.g., when to follow up, how to share reports, how to onboard).
- Use task management tools to ensure nothing gets missed, especially during busy periods like EOFY or tax season.
👂 Feedback Isn’t a Threat—It’s a Tool
Asking for feedback isn’t just about fixing what’s broken—it shows clients that their experience matters.
What to do:
- Ask one simple question at the end of the month or quarter: “Is there anything we could do better?”
- Use feedback to improve your service—but also as testimonials when it’s positive.
Bookkeeping is more than balancing numbers—it’s about building relationships based on trust, ease, and reliability. Focusing on client experience is what turns satisfied clients into loyal advocates.
When clients enjoy working with you, they stay longer, refer others, and value your service beyond the price tag.
For deeper insights on building a standout client experience in your bookkeeping practice, check out The Successful Bookkeeper Podcast!
