Building a Professional Reputation with Your Customers

by Dave Kahle

I just fired my accountants.

They really hadn’t done anything wrong.  They were responsive when I called.  They appeared to keep up with the latest information in their profession. Their work was neat, accurate and timely.  Their prices were fair.  They conducted themselves professionally.

But, I fired them anyway.

Here’s why.  While they consistently reacted professionally, they never, ever pro-acted.  They never came to me with an idea, never offered a suggestion that I didn’t first initiate.  Never suggested a change for my benefit.  I wanted someone to think about me, to hold my best interests up before their regular scrutiny, to extend themselves to keep me at the forefront.

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My life insurance agent, on the other hand, makes it a point of contacting me at least twice a year, more likely three or four times.  While there always is a bit of self-interest motivating these contacts (he always asks for referrals), I always take his calls.

He can be counted on to share ideas with me based on his knowledge of my business and my personal affairs.  I don’t know if he has ever tried to sell me something I didn’t need (like more life insurance), but he has consistently demonstrated that he’s thinking of me by making recommendations and exposing me to ideas that I would not have had otherwise.  He recently, right out of the blue, approached me with an idea for a... READ THE FULL ARTICLE HERE.