“In my business arena, Tax Preparation, Audit Representation and Bookkeeping, the customer is SELDOM right. They are in fact not Customers but Clients (in the same sense that Doctors of Medicine have Patients and not Customers). Everybody is a tax or accounting expert (your bartender, your barber, neighbor, co-worker, etc.), and they firmly believe the half truths they hear about on the TV News or read in the Tabloids (such as the NY Times). Why? Because what their other sources tell them is less painful than what I tell them. It is human nature. The most sensitive “nerve” in the human body is the one attached to the wallet and that is where I often have to do surgery. So I have to take control of the relationship with my Clients and educate them so they ask me first before they make a move. If they could be ALWAYS right then Turbotax would put me out of business instead of bringing me so many more Clients.”
By Roger Garay, CEO at On Line Bookkeeping & Tax Service Inc
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Interesting, I’ll have to reflect upon the difference between Customer / Patient, Customer / Client, and Payer / Client.
Interesting about “The most sensitive “nerve” in the human body is the one attached to the wallet”. I disagree. It may be surpassed by the one attached to their perception of what is theirs (e.g., failing to let some one over in traffic; cutting in the queue ahead of others; (or the one that I do all the time) failure to merge early to get ahead. (Yeah, if I do pass the “final judgement”, vel non, then I’ll be doing a lot of time in Purgatory for my venial sins. I got a lot of them to atone for. Sigh!) And, another nerve is the one attached to their self-image.
Argh!
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Reinke Faces Life 