| A few years ago, I had the pleasure of sailing into | | | | to speak yours) If you are an accountant or |
| the Yokohama Harbor at daybreak. The British cruise | | | | attorney, you may be especially guilty of this! Get to |
| ship I was on was greeted with much fanfare by the | | | | know your client's business or industry and learn their |
| harbor police boat, two fire boats that sprayed six | | | | buzz words. It doesn't take too many buzz words |
| water jet streams each a hundred feet into the air, | | | | for you to sound like an insider. |
| and the Japanese people who waved furiously from | | | | 3. Periodically do something very special for your |
| the bridge and the docks as we sailed into the port. | | | | current clients. If you know your client has an |
| We were further indulged dockside by lovely ladies in | | | | anniversary coming up, send them a gift certificate to |
| kimonos, Koto harp players, Japanese drummers, and | | | | a Japanese steakhouse. |
| a full band. | | | | 4. Protect your clients. Be the harbor police and |
| I chose to spend the day at Tokyo Disneyland with | | | | escort them safely into harbor. Be proactive about |
| a brand new friend that I met on the ship. We went | | | | helping your client avoid disasters, whatever that |
| on one or two rides, and then went to a hamburger | | | | means for your line of work. If you're an accountant |
| stand for a snack. I spent a great deal of time trying | | | | and you see their profit margin dropped 10 percent |
| to sign language my way through a request for | | | | from one year to the next, don't assume your client |
| French fries to get the Japanese waiter to | | | | knows or understands this even though you do. Ask |
| understand me. He patiently waited until I was done | | | | them if they'd like to explore this issue further. |
| and then asked "Small or large?" in pretty good | | | | 5. Put out fires. Be helpful by helping your clients put |
| English. (Hmmm, why do I make everything harder | | | | out those little annoying daily fires. Ask them how |
| than it needs to be?) | | | | you can help in this way. You might be able to show |
| Even if the Japanese alphabet was different from | | | | them how to systematize, delegate or automate a |
| ours, often the numbers were written out in English | | | | task that frees up their time. |
| so that you could see what the price or time was. | | | | 6. Keep your client informed of ongoing costs. Make |
| English numbers were imprinted on the yen coins also. | | | | it easy for your client to read the English figures on |
| This made trading money a snap. | | | | your Yen coins. For clients who I know are tight on |
| As we sailed out to sea that night, I had a fond | | | | budget, I provide estimates of work even though |
| memory of the day, and a lasting positive impression | | | | they may have been working for me for a decade. |
| of the people of Japan. | | | | They appreciate being able to plan their cash flow |
| With the economy still questionable and new business | | | | and knowing what to expect. (No one likes |
| very competitive, we can learn a few things from | | | | uncertainty.) |
| my trip to Japan. | | | | 7. Create a lasting positive impression for your clients. |
| | | | In all interactions with your clients, be sure you and |
| 1. Greet a current client with much fanfare, even if | | | | your employees are creating lasting, and especially |
| they've been with you for years. Make them feel | | | | positive impressions of your firm. This will boost |
| special all over again. | | | | referrals and increase repeat business, which are two |
| 2. Speak your client's language. (don't make them try | | | | things that are really nice to have! |