Imperatives of good customer care

Poor customer care can have a debilitating effect on a business.

Research suggests that the average person who has a bad experience with a business tells at least 9 other people about it, and that 13% of dissatisfied companies relate their experience to more than 20 other people.

And while customers are increasingly sensitive to issues of speed and efficiency of service - and have no qualms about switching their patronage to another company - most are willing to stay loyal to the people they enjoy doing business with.

A priority for effective customer care, therefore, is to demonstrate a positive, efficient, and helpful outlook that acknowledges that the customer really does come first.

Empathy with the customer

Treat customers in the same way that you would want to be treated if you were paying for your products or services.

If a customer is aggressive, show humility rather than falling into the trap of reciprocating hostility.

Act on the basis of what can be done to improve relations.

Remarks that reassure the customer need to show a genuine intent to effect change - glib assurances are easily spotted and can infuriate. If necessary explain complications or faults if it serves to pacify the customer.

Avoid too many diversions

Don't force customers to take a 'journey around the houses' before they can get the help they are seeking. If a member of staff is unavailable, take a message rather than keep the customer waiting while you search for someone who can help them.

Well briefed staff

Every employee should be able to answer customer enquiries outside their area of responsibility. Could every member of your team help a caller in the absence of the employee who normally deals with that subject?

Owning up

Customers want to know that someone is taking responsibility for errors, and will act accordingly to correct them. Where possible, inform the customer which members of staff will be working to resolve their problem satisfactorily.

SJD Accountancy

SJD Accountancy are the UK's largest specialist provider of fixed fee, Limited company accountancy services to contractors; we've been acting for contractors across the UK since 1992 and have more than 15,000 clients.

We are the only national specialist firm of contractor accountants with offices nationwide. SJD Accountancy has more qualified staff than any other firm in our market with qualifications from the following major tax and accountancy bodies - ATT, AAT, CTA, ACCA, CA, ACA and FCCA.

  • Unlimited face to face meetings. This is a unique service only SJD Accountancy offers - unlimited face to face meetings across the UK - tax is complicated and sometimes only a meeting will do.
  • UK's Largest contractor accountants with more qualified staff. No call centres, no outsourcing, no automated call handling. Simply telephone, email or meet your own dedicated accountant* face to face.
  • Money back service guarantee. All your telephone calls and emails will be answered the same day or we will make a full refund of that months fee.
  • Outstanding reputation. We have won more awards for customer service and accountancy excellence than any other firm in our market, including: Best Accountant for Contractors, Accountant of the Year and Best Professional Service Team to name just a few.
  • All inclusive low cost fixed fee accountancy package which includes completion of accounts*, payroll bureau, dividends and corporation tax computations, personal taxation, free bookkeeping software, your own dedicated accountant* and all company returns for a fixed fee of £120 plus VAT per month.

If you have any questions about contracting or would like any further advice please call our new client services helpdesk on 01442 275789 or email:

Appoint SJD Accountancy and never worry about your tax or accountancy affairs again.

Form your own Limited company with SJD - our same day online company formation service includes company bank account set up, VAT/PAYE registration and advice on optimum share structure. 

You may also find the following pages, guides and case studies useful:

*If you would like us to complete your company year end accounts we simply ask that you have been a client of SJD for one year or have made 12 monthly payments. All accountants are part or fully qualified.