Taking time to listen Featured

8:00pm EDT May 26, 2008

Gary Shamis and Mark Goldfarb, managing directors of SS&G Financial Services Inc. try to provide services better than the average accounting firm and understand they have to offer more to distinguish themselves from the pack. They do this by taking the time to get to know clients and their needs.

“Listening helps us to understand a client’s expectations so that we can exceed what is expected,” Shamis and Goldfarb say.

The firm goes out of its way to make clients feel important by tracking their birthdays, anniversaries and other important personal details to form relationships with them.

SS&G has made itself into a convenient one-stop shop for clients and is always looking for ways to improve. The firm recently restructured its real estate group, increased capabilities in the public company practice area, formed a transaction advisory services team and enhanced its specialty tax areas.

Gaining customer feedback is another way SS&G provides better service. Performance survey cards are used to provide reliable metrics about the client experience and give the firm a way to discover client service inconsistencies or complaints. More than 98 percent of clients who responded in 2007 said they were satisfied or extremely satisfied with their overall experience. Client recommendations are also important, with more than 85 percent of new clients recommended by current clients and contacts.

SS&G treats every customer as a VIP, regardless of size. A client once said that, “We are not a Fortune 500 company, nor even a Fortune 1000 company, yet, you would never know this by the consistent professional and personal treatment we receive from SS&G.”

SS&G also shows client appreciation in other ways, including using clients’ services instead of an outside vendor and making charitable donations on behalf of the client.

HOW TO REACH: SS&G Financial Services Inc., (440) 248-8787 or www.SSandG.com