Client Satisfaction Interview - The Next Steps

Step 1: Email #1: Prepare them for the feedback call
Letting them know they will get a call to request feedback.

Step 2: ‘Client Satisfaction Interview’
Up to 10 attempts made to conduct interview

Step 3: Optional: Send a gift to thank the client for agreeing to be interviewed.
(This is a Wow that is intended to build the relationship and increase the chance of a yes later)

Step 4: Email #1: Thank them again for their feedback

To show them what the interviewer has written and to request permission to publish.
(They agreed to provide feedback ‘on the record’ but have not explicitly given approval to publish).

Wait 24 hours and then publish as follows.                                                 

Step 5: Content Placement

Add the Testimonial with a company comment to the company website, (and any other suitable websites where the company’s details are published).

Step 6: Social Media Placement: Twitter

Post a variation of the Testimonial on the company Twitter Feed with a suitably hyperlinked image.

Step 7: Social Media Placement: Facebook

Post a variation of the Testimonial on the company Facebook Page with links to both the client and customer’s websites.

Step 8: Social Media Placement: LinkedIn

Post a variation of the Testimonial on the company LinkedIn page with links to both the client and customer’s websites.

Step 9: News Item:

Add a News Item to the company website with links to both the client and customer’s websites*.

* Gold and Platinum Support Packages Only.

Step 10:​ Case Study:

Add the Case Study to the company website with links to both the client and customer’s websites*.

* Gold and Platinum Support Packages Only.

Step 11: Email #2: Invitation to view / approve content

The client should have the option to view and approve the way their words have been used.  This should be a positive experience if the customer has been actively promoted for both theirs and the supplier’s benefit.

Step 12: The follow-up:

A follow up telephone call or personal visit to say thank you ‘in person’, and whilst in discussion:
 

a.       Referrals: request if appropriate.

b.       Upsell / Cross sell: Introduce other products, services or promotions.

c.       Partnership: If appropriate, establish if the customer will actively promote the company’s products to their clients via joint promotional activity.


Client Feedback:


Email #1

Subject line: We don’t know what we don’t know so please can you help us

Dear Customer,

As a valued client, I am writing to request your assistance.

At honest, open feedback provides an incredible opportunity for any business owner to learn, grow and drive the success of their business.  As the passionate Founder of Company Name, my business is no different.  We ‘walk the talk’ and thrive on feedback as we continuously seek to improve the way we work with you.

With this in mind, I have decided to engage the services of an independent organisation to seek your thoughts on your experience of working with Company Name.  Over the coming days, you will receive a call from …Name… from Enquir3.  I’d be very grateful if you could invest two minutes speak to …Name… to provide her with your feedback and insights. As a strong believer in the philosophy that all progress starts with telling the truth, I urge you to be as honest as possible. If you’d prefer to remain anonymous, please just let …Name… know.  Your input is greatly appreciated.

I am really looking forward to hearing you views but if you have any questions or would prefer not to be contacted by Enquir3, then please do let me know.

Thank you in anticipation.

Warmly

……………


Email #2

Dear John,

Thank you so much for making time to speak with Jo at Enquir3 and for your kind feedback.

We are delighted to discover you are happy with the service you receive from Accounting Co Ltd, in the meantime, I believe this is what you said:

“Especially on the accounts side, we did try another accounting company but found Accounting Co Ltd to be more personable, flexible and committed to our needs.

On the audit side, we have used another company and they just couldn't deliver the same level of service as Accounting Co Ltd.  The audit was done poorly, didn't have good traceable records, and the working papers couldn't be found so we moved back to Accounting Co Ltd.  You get what you pay for”

The above coupled with your ‘star rating’ is truly humbling.

We would like to use your kind words on our website and our social media so others can get a feel of what it’s like to be one of our clients, this will also be a nice introduction to Manufacturing Co Ltd and we will let you know as soon as your words have been published.  If you’d rather we didn’t, please let us know, we will obviously abide by your wishes. 

Whilst writing, we’ve been very impressed with the service we receive from the Enquir3 team – the benefit to our business has been incalculable and I cannot recommend them highly enough. I have copied Enquir3 with this email so you can contact them if you wish but told them NOT to contact you unless asked to do so.

Thank you for making me aware that…….

Scenarios;

Scenario 1 – If there is no improvement suggestion omit this section

Scenario 2 – If the improvement suggestion is minor respond followed by ‘your comments have been taken on board and will be tabled for the next management discussion

Scenario 3 – If the improvement suggestion is serious or there is a score of 3 or lower then this needs to be personalised and provided by the client (you should not receive these)

Thank you again for taking time to let us know how we can improve the service you receive and for your continued custom, if there is ever anything we can do to help you please don’t hesitate to ask.

Best regards.


Testimonial 

“Especially on the accounts side, we did try another accounting company but found Accounting.Co to be more personable, flexible and committed to our needs.

On the audit side, we have used another company and they just couldn't deliver the same level of service as Accounting.Co.  The audit was done poorly, didn't have good traceable records, and the working papers couldn't be found so we moved back to Accounting.Co.  You get what you pay for”.

Company Comment:

Thank you, John, for your kind words.  John Smith is the General Manager of Manufacturing Co Ltd We are delighted to be working with Manufacturing Co Ltd to audit their accounts and help with corporate finance planning. Manufacturing Co Ltd is the UK arm of Country’s largest machinery manufacturer. The company is expanding rapidly in the UK and Europe. They are committed to providing excellent after sales care for all their machines and stock a huge number of spare parts so the equipment they sell can be maintained and downtime avoided.


Twitter Post & Company Comment:

 

Manufacturing Co Ltd came back to Accounting.Co after trying another accountant :)


 

Facebook Post:

Thank you, John, for giving us such glowing feedback.  John Smith is the General Manager of Manufacturing Co Ltd.  We were so happy when they chose to return to Accounting.Co for their accounting, audit and compliance needs. It was only when they tried a competitor did they discover what they were missing…

 “Especially on the accounts side, we did try another accounting company but found Accounting.Co to be more personable, flexible and committed to our needs.  On the audit side we have used another company as well and they just couldn't deliver the same level of service as Accounting.Co.  The audit was done poorly and didn't have good traceable records, and the working papers couldn't be found so we moved back to Accounting.Co.  You get what you pay for”.

MC are a specialist company that provide high quality Machinery to the United Kingdom and EU.  Established in 1970 as SuperCo UK they have sold and serviced over 5,000 specialist machines. Their expertise enables them to deliver complete solutions from planning to installation. We look forward to working with them for many years to come.

 


 

LinkedIn Post:

John Smith is the General Manager of Manufacturing Co Ltd and we are delighted to have received such glowing feedback from an important client who left us for a ‘better offer’, realised his mistake and opted to come back to Accounting.Co for all accounting, audit and compliance needs.

“Especially on the accounts side, we did try another accounting company but found Accounting.Co to be more personable, flexible and committed to our needs.  On the audit side we have used another company as well and they just couldn't deliver the same level of service as Accounting.Co.  The audit was done poorly and didn't have good traceable records, and the working papers couldn't be found so we moved back to Accounting.Co.  You get what you pay for”.

Accounting.Co are refreshingly different accountants who love to work with high quality businesses like MC Machines for corporate finance and other financial services to help them drive their business forward. We were very pleased to assist Manufacturing Co Ltd in auditing their accounts by understanding where the business was and where it is headed. Manufacturing Co Ltd is one of the leading manufacturers and suppliers of specialist machines in Europe. Their products are low cost, maximise up time and have low energy consumption providing the perfect solution for every day workshop needs.

 


Email #3

Dear John,

Thank you again for letting us know what you think of the service you receive from Accounting Co Ltd.

The main reason for writing is because we promised to let you know when your comments had been added to our website and Social Media.  Please have a quick look to make sure you are happy with what we have done. Here is one of the posts from our website feedback section;

Your words        

“Especially on the accounts side, we did try another accounting company but found Accounting Co Ltd to be more personable, flexible and committed to our needs.

On the audit side, we have used another company and they just couldn't deliver the same level of service as Accounting Co Ltd.  The audit was done poorly, didn't have good traceable records, and the working papers couldn't be found so we moved back to Accounting Co Ltd.  You get what you pay for”.

Company Comment:

Thank you, John, for your kind words.  John Smith is the General Manager of Manufacturing Co Ltd.  We are delighted to be working with Manufacturing Co Ltd to audit their accounts and help with corporate finance planning. Manufacturing Co Ltd is the UK arm of Country’s largest machinery manufacturer. The company is expanding rapidly in the UK and Europe. They are committed to providing excellent after sales care for all their machines and stock a huge number of spare parts so the equipment they sell can be maintained and downtime avoided.

Please find the relevant links below;

•             Accounting Co Ltd’s Twitter Feed.

•             Accounting Co Ltd’s Facebook Page.

•             Accounting Co Ltd’s Linked In post          

Whilst writing, we would be extremely grateful if you could cut and paste your words onto our Google+, this is what you said:

“Especially on the accounts side, we did try another accounting company but found Accounting Co Ltd to be more personable, flexible and committed to our needs.

On the audit side, we have used another company and they just couldn't deliver the same level of service as Accounting Co Ltd.  The audit was done poorly, didn't have good traceable records, and the working papers couldn't be found so we moved back to Accounting Co Ltd.  You get what you pay for”.

Our Google+ Profile is:  <Link to the companies Google+, Trip Advisor or Other listing reference>.  You will need a Google account to leave your feedback but it is well worth creating one because it is free and Google provide some great tools that you may want to use.

We continue to be very impressed by the Enquir3 team.  We have copied Niki at Enquir3 and requested that they give you a call as we really do think you will want to know what their Customer Care Programme consists of.  If you would rather not speak to Niki, please ‘reply all’ to say ‘no thanks’.

Once again, thank you very much for both your kind words and for being a client.  If there is ever anything else we can do to assist you and your business, please do let us know.

Best regards.


CASE STUDY

Audit Problems? MC Machines UK Turned to Accounting.Co for help...

Manufacturing Co Ltd, the UK arm of Country’s largest machinery manufacturer regret being tempted by a ‘low-cost’ offer.  Having tried the competition, poor service and other issues saw them come back to Accounting.Co for Audit, Accounting and Compliance Support when their previous Accountant let them down.

 

Tel:                01234 567 890

Web:              www.MCuk.com

Email:            welcome@MCuk.com

 

Manufacturing Co Ltd – Specialist Machinery Manufacture, Sales and Support.

Manufacturing Co Ltd is the UK arm of Country’s largest machinery manufacturer.  They are one of the leading manufacturers and suppliers of specialist machines in Europe.  The company is expanding rapidly in the UK and Europe.  They are committed to providing excellent after sales care for all their machines and stock a huge number of spare parts so the equipment they sell can be maintained and downtime avoided.

Established in 1975 as SuperCo UK, they have sold and serviced over 5,000 specialist machines. Their expertise enables them to deliver complete solutions from planning to installation. Their products are low cost, maximise up time and have low energy consumption providing the perfect solution for every day workshop needs.

Poor Audit Quality, Lack of Traceability Records and Lost Working Papers…

These were just some of the issues John Smith, the General Manager of Manufacturing Co Ltd had to contend with when, MC left Accounting.Co for another accountant who promised ‘quality service and lower prices’.  Things quickly started to go wrong.  Fortunately for MC Machines, John knew when things were not going as well as they should.

In John’s words:  “A good Audit protects everyone; however, it relies on robust systems and processes, a minimum requirement is good working papers and traceability”.  When John realised this was missing, he was swift to take action and address the situation by returning to Accounting.Co as quickly as possible.

Having Experienced Accounting.Co’s Service Levels, the Solution was Obvious.

Having previously used Accounting.Co’s Audit services, MC Machines and John were fortunate in knowing where to go to for the expert guidance, professionalism and attention to detail they needed.

Wende Hubbard, Senior Partner at Accounting.Co heads up the Corporate Services division, including audit and business advice for local and international companies as well as charities and not for profit organisations.

Wende’s expertise and first-hand experience as well as her focus on the engineering and manufacturing sector, allowed her to offer practical and technical advice, whilst sharing invaluable insight with Manufacturing Co Ltd.

In Wende’s words: “We are delighted to be working with Manufacturing Co Ltd to audit their accounts and help with corporate finance planning”. 


Services Provided to Manufacturing Co Ltd.

·         Audit

·         Accounting

·         Compliance

·         Advice

What Would John Say to Anyone Else Whose Accountants Are Not Delivering What is Required?

“We did try another accounting company but found Accounting.Co to be more personable, flexible and committed to our needs.”

“On the audit side, we used another company and they just couldn't deliver the same level of service as Accounting.Co.  The audit was done poorly, they didn't have good traceability records, and they lost the working papers.  So, we moved back to Accounting.Co.  You get what you pay for”.

 

Name:             John Smith
Sector:             Machinery Importer
Company:       Manufacturing Co Ltd
Town:              Town
Date:               26/09/2018

www:                          www.MCuk.com

Star Rating:                4.8 out of

Services Provided:      Assurance Services, Audit, Tax Planning


News Item:

Summary / Teaser:

Accounting.Co to the Rescue - When MC Machines Selected the Wrong Accountant.

05/10/2017

Manufacturing Co Ltd left Accounting.Co on the promise of better prices, but they regretted it and came back. Have you ever been attracted by low prices and regretted it later?


Accounting.Co to the Rescue - When MC Machines Selected the Wrong Accountant.
05/10/2017

Manufacturing Co Ltd left Accounting.Co on the promise of better prices, but they regretted it and came back. Have you ever been attracted by low prices and regretted it later?

Low prices are frequently used as a technique to attract new clients in every profession, not least of which, Accounting.  However, delivering a high-quality product or service and rock bottom prices simply don't go together. 

The Lowest Cost Supplier Never Makes The Most Profit:   

It is also interesting to note that in every market there is always a Budget Supplier, however it is rarely, if ever the lowest cost provider who enjoys the greatest market share, and they certainly don't make the most profit.

If you need one example of this, take Apple.  They are certainly not the cheapest.  They are battling with Google for the top spot as the most profitable company on the planet.  So, what has this got to do with Accounting, Accounting.Co and Manufacturing Co Ltd?

The MC Machines Experience?        

Manufacturing Co Ltd is the UK arm of Country’s largest machinery manufacturer and one of the leading manufacturers and suppliers of specialist machines in Europe.  The company is expanding rapidly in the UK and Europe.  They are committed to providing excellent after sales care for all their machines and stock a huge number of spare parts so the equipment they sell can be maintained and downtime avoided.

Having used Accounting.Co for Accounting, Audit and Financial Compliance in the past, MC were happy with the quality and professionalism.  But when a competitor came knocking on the door, promising the same or better levels of service and lower prices, the temptation was too great.  They switched Accountants, but...

That was when they discovered that low prices and low service levels frequently go hand in glove.  Their new Budget Accountant lacked robust systems and processes, good working papers and traceability.  When John Smith, the General Manager of MC Machines UK realised what was happening, he was swift to act and address the situation by moving back to Accounting.Co as soon as possible.


MC Machines are no different to anyone else in that they don't want to pay over the odds, but sometimes it is difficult to sort the wheat from the chaff when trying to identify a good quality supplier.  If you are not a subject expert, frequently the only source of reassurance comes in the form of feedback from other, hopefully, satisfied clients.

When purchasing goods or service, look for lots of recent evidence of client satisfaction.  Whilst on the topic, what evidence and reassurance can you provide for your clients when they are similarly trying to decide if you are a safe, quality supplier?

If we can help with your Accounting or any other business needs, please don't hesitate to get in touch.


Email News Letter Content to Signpost the New Item:

Sales Message To Be Sent To All Prospects:

 

Accounting.Co Went to the Rescue When MC Machines Chose the Wrong Accountant.

Manufacturing Co Ltd left Accounting.Co on the promise of better prices, but they soon regretted it and came back. Have you ever been attracted by low prices and regretted it later?

To find out more about the problems Manufacturing Co Ltd were having with their previous Accountant and how Accounting.Co helped them click on the link below to read more…


Retention and Referral Message to be sent to Existing Clients’:

 

Audit Clients, MC Left B&B, but Returned when they discovered ‘Quality Matters’.

Manufacturing Co Ltd left Accounting.Co on the promise of better prices, but they soon regretted it and came back. Have you ever been attracted by low prices and regretted it later?

It is sometimes difficult to resist the attractiveness of low prices, but it normally comes at a cost, because high quality service and rock bottom prices can never co-exist.  If you know of anyone who is having problems with their Accountant do them a favour and point them in our direction.

If you want to know more, please click on the link below.

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