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Books Every CPA Firm Should Read to Improve Their Customer Service



Your most important role, whether as an accountant or as a bookkeeper is not just to crunch numbers, but to guide your client through critical financial decisions and build trust with them. The best way to sharpen your skills as an accountant is to read more often.

At Elucentra Hosting and Cloud Services, we love books and on our blog, we have plenty of recommendations for accountants, small business owners and other professionals. We also provide LacerteTax Software Hosting, Drake Tax Hosting, ATX Tax Software Hosting, QuickBooks Hosting, ProSeries Tax software Hosting and Quicken Hosting services.

Customer service is critical to accounting firms and small businesses.  It can make all the difference between getting more business from clients, or losing business. Accounting is after all about one-to-one interaction between clients and an accounting professional.

Here are 3 great books you should read that can help you improve your customer service.

Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh (2010)

Tony Hsieh, the CEO of Zappos, is famous for creating great customer experiences. This led to the massive success of Zappos, which grew from $1.6 million to $1 billion during the time he was there. Hsieh had an unrelenting focus on creating a customer service based organization that delivered first rate services.

Hsieh did not make Zappos into a great company by being just like anyone else. He wanted to create a business that prioritized customer service over anything else.  He wanted his staff to care deeply about customers and built a customer-centric culture, the likes of which was never seen before.

He knew that great customer service begins with happy employees and created a healthy experience for all employees at the firm. He made his employee’s happiness his top priority. Read this book to find out how he did it.

How to Win Friends and Influence People by Dale Carnegie (1936)

Dale Carnegie is one of the greatest non-fiction writers of the 20th century and his book How to Win Friends and Influence People, which was published in 1936 as a self-help book, is still a bestseller even today.

Some of the greatest men and women of our times such as Lee Iacocca, Warren Buffett and Mary Kay Ash have been influenced by this book. Carnegie talks about building an excellent foundation with clients based on relationships. 

Carnegie’s philosophies on improving relationships are just as relevant today as they were in the past. It shows you how to make prospects and clients eager to do business with you and is simply must read for all accountants.

The Thank You Economy by Gary Vaynerchuk (2011)

Gary Vaynerchuk is the leading social media marketer and new age entrepreneur in the world and his book focuses on how to make customer interactions happen, as well as on how businesses operate.

He shows how businesses or service providers such as CPA firms can adapt to the changing needs of the marketplace. Gary’s biggest point is that business today is as much about the interaction between the company and the client or customer, as it is about the product or service. We completely agree with that. 


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