Monday, April 25th, 2016

Satisfaction Guaranteed

Most progressive CPA firms guarantee their work. Do You?

Firms are including a guarantee in the engagement letter or proposal.

Here’s what I put in my own Engagement Agreements:

Service Guarantee and Confidentiality

Rita Keller’s services are unconditionally guaranteed. If the services do not meet your expectation, you may end the arrangement and pay only the value you deem acceptable. Confidentiality is extremely important. While Keller may serve other CPA firms in your market, absolutely no information about your firm will ever be discussed or disclosed. If I discover a best practice during my association with your firm, I may request permission to feature you and/or your firm on my blog.

 
Sometimes these guarantees are structured in the form of a Commitment Statement to the client that includes things like:

  • You will be respected and never taken for granted.
  • We absolutely respect the confidentiality of our working relationship with you.
  • We will return phone calls and answer email within 24 hours.
  • …. and so on.

Some even include asking the client for some commitments as a second part of the statement, such as:

  • You will give us all the information we need to complete the assignment.
  • You will meet mutually agreed upon deadlines. In the case of circumstances beyond your control, you will notify us immediately of the situation.
  • You will pay our fees per our engagement letter.
  • … and so on.

Just something you might consider for your firm. It makes a bold and important statement to your clients.

Here’s a sample of a Client Commitment Statement.

  • "The best way to guarantee a loss is to quit."
  • Morgan Freeman

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