Archive for the ‘Client service’ Category

Thursday, April 19th, 2018

Guidelines For Clients

“Patience, persistence and perspiration make an unbeatable combination for success.” – Napoleon Hill

You have them. You keep them. Sometimes you shouldn’t keep them. But, if you do, figure out how to deal with them. I am talking about those clients that drive you crazy!

Talk to new clients and current clients about how to help YOU serve THEM better (How to be a better client.)

Here’s a sample that you discuss with clients and include in your new client packet.

To facilitate our efforts in providing the highest level of service, we ask the following of you.

  • You will be open, frank and honest with us at all times. You will let us know immediately of any concerns you have about our work together.
  • You will give us all the information we need to complete our assignments.
  • 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. If you cannot pay, you will call and talk to us immediately.
  • You will give consideration to referring us to at least one other business that might benefit from our services.
  • Each life is made up of mistakes and learning, waiting and growing, practicing patience and being persistent.
  • Billy Graham

Monday, April 16th, 2018

Pretending

“Choose a job you love, and you will never have to work a day in your life.” – Confucius

Do you ever feel yourself pretending that you love your work, your career, and your firm?

From time to time, perhaps we all feel that way. As busy season comes to a close for accountants and their teams, this might be something that enters your mind if you work at a CPA firm.

Don’t hide from it, explore it. Public accounting is a challenging profession. Even though firms have done so much to make work life more enjoyable for their employees, there are still long hours, a certain amount of stress, difficult clients, and various other challenges. If you dread going into the office and feel like you are pretending to be something you are not, don’t ignore those feelings. Decide what you really want to be doing with your life.

The good thing is most accountants working in a CPA firm tell me (via surveys and conversations) that the thing they enjoy most about their career is the work. They love working with clients and helping them succeed. They love the work but not most of the other things that surround the work. Things like keeping track of their time, the long hours, the expectation to bring in new business, the human resources challenges and other internal management issues.

Do you love the work and the firm or are you pretending?

Here’s a good article the gives you a list of the top 10 signs that you feel like an imposter at work.

  • It's all about quality of life and finding a happy balance between work and friends and family.
  • Phillip Green

Tuesday, April 10th, 2018

What If You Had More Time at Work?

“Either you run the day or the day runs you.” – Jim Rohn

If you had more time, what would you do with it?

If you are a CPA, accountant or support professional working in public accounting, it seems that you are always very busy and have very little extra time. What if you had just a little more free time at work? Wouldn’t it be great to focus on something other than social media?

Marketing guru, Mark Schaefer, interviewed some marketing professionals and asked them what they would do with a little extra time. Many of them said they would get away from social media and talk to people in person. What a concept!

After you wrap-up tax season, why not outline a plan for all of your professionals to make more personal contacts as the remainder of 2018 unfolds? You are in the service business. Talk to those you serve, in person. It is a very natural and non-threatening way to develop additional business for your firm.

  • Keep Your Sales Pipeline Full By Prospecting Continuously. Always Have More People To See Than You Have Time To See Them.
  • Brian Tracy

Thursday, March 22nd, 2018

It’s The Little Things That Keep Clients Coming Back

“One person can make a difference, and everyone should try.” John F. Kennedy

The bathroom facilities at Disney Parks are clean. It’s not a profit center. They don’t make them clean because they’re going to charge you to use them. They make them clean because if they didn’t, you’d have a reason not to come.

Take this thought process inside a CPA firm. Your clients judge you on little things. That is why the work is reviewed, reviewed again and again. The content of the tax return, financial statement, or other report being delivered to the client must be absolutely accurate.

The client assumes you are accurate in your work. That is why they hired a CPA in the first place. You know how to do things they do not know how to do. They assume you know accounting, tax, estate planning, profitability consulting, etc. if you offer those services. They judge you on the little things.

The client will judge you on:

  • A smudge on a page of their financial statement.
  • A crooked label affixed to an envelope.
  • Misspelling their name!
  • Sending something to the wrong mailing address.
  • Misspellings in emails.
  • The appearance of your office.
  • The way they are treated by your Director of First Impressions.
  • Not offering to hang up their coat.
  • Not offering them beverages.
  • Not having tissues available in the lobby.
  • Not returning their emails and phone messages quickly.

And, the one many of us have done but just hate it because it happened – sending an organizer or correspondence to someone who is deceased!

Why do you want to pay special attention to all these little things? If you don’t it might give them a reason not to come back.

  • Be faithful in small things because it is in them that your strength lies.
  • Mother Teresa

Monday, March 19th, 2018

Stay Safe Out There – Two-Factor Authentication

“In skating over thin ice our safety is in our speed.” – Ralph Waldo Emerson

I know that CPA firms are fanatics about protecting the safety of their data. Their clients count on them to treat their information with the highest level of security. I also know that CPAs take this responsibility very, very seriously.

I have observed that some CPAs are not using two-factor authentication with their personal devices and some don’t even know what it is. Perhaps, you feel safe because your devices are tied to your firm and all its security. But, what about your clients and your family?

BillRecently, I have become aware of Bill Hess, founder of Pixel Privacy. On his site, Bill gives advice and creates easy to follow tutorials that anyone can use to protect their privacy and stay safe online, even if they have zero technical knowledge.

Want to learn more? Read Bill’s post, Two-Factor Authentication – What It Is and Why You Should Use it. His post is very informative, easy to understand. I hope you will share it with your team, your clients, and your family.

  • The best car safety device is a rear-view mirror with a cop in it.
  • Dudley Moore

Tuesday, March 13th, 2018

Find Reasons to Celebrate

“At the end of the day, the fact we have the courage to still be standing is reason enough to celebrate.” – Meredith Grey

Inside accounting firms, mid-March is a milestone of sorts. The March 15th due date passes and there is only one more month until the mid-April deadline is history.

It is time to celebrate and do some special things before those last few, intense weeks, such as:

—Some firms require their people to work on Saturdays during tax season. What if you gave everyone a REAL weekend on the first Saturday after March 15? The office is closed and no one works! We did for years at my firm and everyone really appreciated have a REAL weekend.

—Celebrate St. Patrick’s Day! This year it is on a Saturday, so do some fun things on Friday. Everyone wears green! There will be green bagels and cupcakes in the employee lounge.

—Have green cupcakes or bagels delivered to your best clients.

—It is also March Madness time. During the first games on Thursday and Friday that are played during the afternoon, host an open house for referral sources and clients to watch the games while enjoying some refreshments throughout the afternoon. Guests can come at lunchtime, right after work or anytime during the afternoon. I know a firm that did this every year and it was a very big deal in the business community.

—Send a personal letter (not an email) from the partners to the family of your team members thanking the family for the patience and support for their special person during this time of extended hours.

  • Life is short, and it is up to you to make it sweet.
  • Sarah Louise Delany

Monday, March 12th, 2018

A Meaningful Tagline

“Our major obligation is not to mistake slogans for solutions.” – Edward R. Morrow

As I was driving the other day, a van passed me. It belonged to a plumbing company and on the side and back of the van was their tagline: Got a leak? Don’t freak.

I thought that it really conveyed a lot of meaning if you need a plumber. Of course, then I thought about all of the various CPA firm taglines I have encountered over the years. I did some browsing and a list is below.

Most of these don’t convey a lot of meaning to me, but a few did. I also found that many firms do not have a tagline at all or at least they don’t have it on their homepage.

What does your firm tagline convey?

  • Always On.
  • Our Strength is in our Numbers.
  • Big Thinking. Personal Focus.
  • Working Together Sets Us Apart.
  • Smart decisions. Lasting value.
  • Candor. Insight. Results.
  • Make Progress Here.
  • Solutions Beyond Traditional Accounting.
  • Making Lives Better.
  • Numbers Count. But Relationships Make the Difference.
  • Knowledge, Reliability and Integrity.

It is always a fun exercise to get your team involved in exploring possible taglines. Some suggestions you probably wouldn’t want to use but you would find them entertaining!

 

  • Honesty is the first chapter in the book of wisdom.
  • Thomas Jefferson

Thursday, March 8th, 2018

Accountants As Skilled Writers

“Your grammar is a reflection of your image. Good or bad, you have made an impression. And like all impressions, you are in total control.” -Jeffrey Gitomer

Many accountants say, “I’m a numbers person, I can’t really worry so much about grammar and spelling.” I have heard this phrase and very similar ones from CPAs for years!

Sometimes I am absolutely amazed by the misspellings and poor grammar emails I receive from accountants.

As a professional, it is so important for you to share your knowledge so that clients know you…..

  1. Are smart
  2. Want to share your knowledge
  3. Want to help them be successful
  4. Want to save them money

If you send them an email that doesn’t convey these messages, you could be influencing them to go elsewhere. Clients will think that if you are careless with your writing you might be careless preparing their taxes!

Some hints:

  • Don’t make your emails too long.
  • Be sure you use paragraph breaks.
  • Don’t use run-on sentences.
  • Don’t use slang words or crude language.
  • Strive to be clear, concise and brief.
  • If you have a long message – please, please just call the client!
  • You are college-educated – don’t misspell.
  • Use Grammarly.
  • If you have an important topic to convey to a client and must put it in writing, have someone proof it for you before you hit the send button.
  • Proofread carefully to see if you any words out.
  • Unknown

Monday, March 5th, 2018

2018 Top New Products For Accountants

“We keep moving forward, opening new doors, and doing new things, because we’re curious and curiosity keeps leading us down new paths.” – Walt Disney

Just in case you missed it, Accounting today has published their 2018 list of new products for accountants.

Accountants do really use more tools (software, hardware, and other stuff) to serve their clients than almost anyone else. Have you counted the number of different software products used inside your firm lately? I bet your tech person can tell you. They just love managing all that.

Per Dan Hood:

This year’s trend is somewhat different, in that it focuses on a service area, rather than a technology or a type of tool. The last few years have seen an explosion in the number of tools available for auditors, and this year saw more than ever. This matches a growing expectation that this most-traditional of accounting services is on the verge of a revolution — a revolution driven, in no small part, by the new tools available to its practitioners.

Click here to view the list. I think you will find it informative and interesting. Stay curious and improve your practice!

I love today’s quote at the bottom of my blog page. I think it describes a lot of CPAs.

  • People are very open-minded about new things - as long as they're exactly like the old ones.
  • Charles Kettering

Thursday, March 1st, 2018

Decide Who Will Decide

“It is not hard to make decisions when you know what your values are.” – Roy Disney

When your firm was first founded, probably one, two or three partners (owners) made all the decisions. Somehow, as the ranks of partners grew, they all thought that they should be part of every decision. That’s why the role of the firm administrator was created and the joke that resulted was, “How many partners does it take to decide which copier to buy?”

The theory was that administrative and operational aspects of the CPA firm would be under the umbrella of the firm administrator. Still, many partners thought that they should be allowed to have an opinion and weigh-in on the decision to buy anything that cost more than $100!

That decision-making format lasted with 5, 6, 7, 8, 9 or 10 partners. Then an Executive Committee was formed of 3 or 5 partners who still thought they should be involved in daily operations.

Progressive firms decided that the Managing Partner should actually manage the firm with a chief-of-staff type person – the firm administrator or COO. Of course, owners are kept informed but their job is to take care of client relationships, mentor younger staff and bring in business.

Is it time for your firm to actually operate like a business? Is it time for your owners to “decide who will decide”?

  • He that has a choice has trouble.
  • Dutch proverb