and aren’t supposed to be. Clients and come to you with expectations which you have agreed to meet.

As a service provider, you expect to exceed expectations (if you aren’t, we have another entirely different problem).

Then there are clients that have expectations that can’t be met; or can they?

When was the last time you asked?

When was the last time you surprised your client with something wonderful they didn’t expect?

When was the last time you brought value far beyond your fees?

If you aren’t thinking along the lines of “how can we…” then there is a good chance your competitor will be having those conversations with your client.

Understanding client expectations and needs isn’t difficult, it just isn’t about surveys, market studies or trends; it’s about listening over lunch, taking time to chat face-to-face and getting to know the people that value you.

Sometimes you have to close the laptop, put down the iPhone and forget email.

It’s still about the personal contact.

Randy Eickhoff, CPA is President of Acena Consulting. With more than 20 years of tax and consulting experience, Randy focused on helping companies successfully document and secure tax incentives throughout the US. He has been a long-time speaker nationally as well as conducted numerous training sessions on R&D tax credits and other US tax incentives.

Acena Consulting, LLC

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