SME insight: the importance of communication and human connection
From crisis mode to a sustainable strategy
From crisis mode to a sustainable strategy
PracticeWeb, working with Insight 101, conducted a survey to find out how SMEs feel their accountants have performed during the COVID-19 crisis.
Our collaboration was driven by a desire to understand the emotional aspects of these relationships and what that might say about brand and identity.
This insight report will help accountants:
- Understand how the desire for value-driven-organisations has affected the client-accountant relationship.
- Identify areas for improvement in how best to communicate with clients.
- Start conversations about what might come next based on lessons learned in recent months.
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About this report
This report was created by Mike Crook, Managing Director of PracticeWeb and Philippa Haynes, Founder of Insight101.
This report is part of PracticeWeb’s ongoing series of check-ins with small and medium-sized enterprises (SMEs) designed to provide up to-the-minute readouts of the mood.
The results offer reassurance that many accounting firms are getting this right. Their clients have a renewed sense of loyalty and more than a third of those surveyed are now more likely to recommend their accountant to peers.
They also highlight areas for improvement – how good were you at picking up the phone and finding time to talk to your clients? Only a third of respondents said their accountants had called them rather than relying on email.
Perhaps most importantly, though, this survey starts a conversation about what might come next.
How might the lessons we’ve learned in recent months translate into a new, sustainable approach to client communications?
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