Creating Lasting Client Relationships with Dion Angove

Very good.

Uh, you mentioned there that, uh, trust can be [clears throat] difficult if, uh, if you lose the client's trust or something they don't understand perhaps, or they maybe begin to disconnect.

Mm-hmm.

Have you experienced a time when trust was te-tested or lost, and were you able to regain it?

Um, [sighs] it's a difficult question.

Um, there's been times obviously, you know, working with clients where I've not, you know, we...

I've not built enough trust, right? You know, I've not built enough trust and, and those things happen and, and they've probably gone and spoke to somebody else and, and, and whatever else.

But yeah, there, there has been some cases that I've lost trust.

Um, there's, there was a, a recent, um, client that I've got and he, you know, um, gave me, I gave him a, a net contact, a tax professional, which gave him some wrong advice, right? So that was a bit of an issue.

But I ended up picking up the pieces in terms of working a little bit harder for that client.

I made sure that we got the documentation that we needed, and we decided to obviously not go with the tax advisor he was.

But what I did is, is I ended up filling out the forms for him, making sure we went through the right process and made sure we did what we had to do.

I should not be doing that, but I had to do that.

It was, it was required of me because the, the, the reality for me, I take my, my, my career very seriously.

I take my job very seriously.

I take it to heart if there's been an issue which I was, you know, directly in-involved in.

So the only way I felt that, that you can overcome that is be candid, be direct, and say, "Listen, yes, that's, that's a, that's a misguidance on my fault.

That's my problem.

I'm gonna help deal with it." Clients don't, don't just want to hear you know everything.

Sometimes they want you to say, "Listen, I don't know the answer to that, but I'll go and find you the answer.

I'll go and find that for you." Or if you make a mistake, you a- you tell them, "Listen, I made a mistake there." Right? We're only human at the end of the day, and that's all they want to hear.

It's not that, you know, they're not expecting you to get everything right at all times, okay? So that's kind of my experience, my understanding.

And as I've gone forward, especially when I first started in this industry, in, in this profession, it was more to try-- they, they tried to make you, um, into a, a robot, [chuckles] right? So you all sound the same, you all look the same, you all do the same.

And it's all like, you know, it's all...

But it, it, it doesn't work like that.