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Improve your customer service

26 October 2016 Hannah Blackiston
Customer service tips

It might seem counter-intuitive to over-resource your systems, but it can come in handy for your business in the long term.

Speaking on RPM’s sister publication My Business on the My Business Podcast, Alexander Laureti, a partner with LMS Advisory, said he ensures his accounting firm’s systems are ready for more customers than they currently have.

Mr Laureti said he has never had to send away customers, nor should he have to if he continues over-resourcing, something he believes is important to his business growth.

“We’ve always geared our practice to be a little bit over-resourced, in terms of staffing, in terms of systems, and everything else, which might have meant that if you look at our statistics we’re a little bit less profitable than other accounting firms,” he said.


“But it’s given us the opportunity to take on a new client basically straightaway, whether they’re small, large, whether they have a pressing business need or something else, we can basically take up that challenge and service them straightaway.”

“I didn’t ever want to be in a position where I had to turn away someone because I was too busy or I couldn’t take them on,” Mr Laureti said.

Having a well-resourced business with optimised systems will make it easier for you to provide your clients with good service.

“I’ve always had a focus on making sure that, behind the scenes, my business was run as a well-oiled machine, so that ... we could make sure the customers that we have are well looked after and they feel like they’re the most important,” Mr Laureti said.

“They are [important]. They’re the bread and butter of our business and we value each and every single one.”

Improve your customer service
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