Archive for the ‘Services’ Category
Wednesday, January 18th, 2017
Consultants, firm associations, state societies, the media and the AICPA have all been telling you about the opportunities available if you offer Client Accounting Services.
Yes, many firms used to think that “write-up” work was very low margin work. The cloud and technology have made it very lucrative.
Read this excellent article from Gale Crosley‘s recent newsletter: “From ‘Dull’ and “Commoditized’ to an ‘International Star'”.
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Whenever you find yourself on the side of the majority, it is time to pause and reflect.
Friday, December 16th, 2016
“Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do.” – Steve Jobs
Have you expanded and branded the CAS you are offering to clients? Many firms are finding this area to be a rapidly growing source of revenue.
The percentage of net client fees provided by CAS, which includes outsourced finance and accounting services and other back-office support for clients, more than doubled for firms in the largest revenue segment tracked by the 2016 National Management of an Accounting Practice Survey.
Client Accounting Services is no longer just a small firm revenue source.
Mark Koziel, the AICPA executive vice president-Firm Services, credits automation and other technologies with helping to fuel the growth of client accounting services.
I find that many firms are doing a great job of branding the service and making clients aware of the benefits of outsourcing this type of work (which they usually hate doing themselves). For businesses, including CPA firms, it’s becoming an outsourced world.
Read the full article from The Journal of Accountancy, written by Jeff Drew, senior editor.
The secret of joy in work is contained in one word - excellence. To know how to do something well is to enjoy it.
Pearl S. Buck
Monday, October 24th, 2016
“The man who does not value himself, cannot value anything or anyone.” – Ayn Rand
When pursuing a new prospect, when do you talk about your fee? How straight-forward are you? Do you talk as little about fees as possible and maybe even wait until a client complains (or inquires about an invoice) before you are transparent about how you bill?
I have observed that many CPAs are very reluctant to talk about fees with prospective clients and even sometimes with long-time clients. Many, even in the engagement letter, provide a fee quote in the form of a fairly broad range.
That’s the best thing about a Fixed Price Agreement. The client knows exactly what the fee will be for the specific service that is to be provided. Even an FPA can be a problem if the client requests additional services and the CPA does not then issue a change order informing the client that there will be additional fees due.
I have also observed that many CPAs don’t believe they are “worth it.” They become friends with clients and simply want to be helpful. I urge my clients to be proud of their knowledge and not discount the value that performing a routine task or answering a simple question brings to the client.
You have spent years accumulating specialized knowledge. You are special in that you can answer complex questions with little effort.
Don’t discount your own expertise – you are worth it!
Only a fool thinks price and value are the same.
Wednesday, June 15th, 2016
“Strive not to be a success, but rather to be of value.” – Albert Einstein
Have you been thinking of launching a new service? Have you been thinking of how to better serve your clients via cloud accounting? I have observed that many CPA firm leaders are debating these topics during their partner meetings and management retreats.
Sarah Johnson Dobek of Inovautus Consulting posted a great feature story recently about how one firm launched a service around cloud accounting.
- Clients were requesting better access to their books in real-time with mobility.
- The old desktop versions of accounting software were a problem.
- The firm wanted to offer more non-traditional services.
- The growth has been higher than any other area of the firm.
- The workflow is different than traditional tax and audit services.
- Required a change in the pricing model.
- Launching a new service can be daunting – develop a plan.
- Be prepared for some things to not go as planned.
- It always takes longer than you expect.
- Define what success looks like.
Read this entire interesting story about launching a new service via Inovautus, here.
The purpose of life is not to be happy. It is to be useful, to be honorable, to be compassionate, to have it make some difference that you have lived and lived well.
Ralph Waldo Emerson
Monday, April 25th, 2016
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.
Tuesday, March 15th, 2016
“Don’t try to make a product for everybody, because that is a product for nobody.” – Seth Godin
I can remember a time when the partners at a CPA firm would joke with each other about being a specialist. These conversations would happen at a CPA association meeting or inside a partner meeting.
If they had a chance to land a car dealership and their firm was already serving ONE dealership, they might convey to the prospective client that they had a lot of experience with dealerships. Same applied to franchises or excavation contractors and so on.
Those days are gone. Today’s most successful firms truly specialize and are deeply knowledgeable about their specialty. The firm has a champion (or niche leader) for the specialty. The leader speaks about the specialty area and writes articles for the specialty association newsletters. They attend conferences directed toward the specialty and continually read and educate themselves about that particular business. They hang-out with business owners in that segment or niche.
These CPAs “own” that specialty inside their firm and are held responsible for the success of the niche. They build a team around it. The niche leader’s compensation is tied to the niche. It is serious business and can help a firm achieve great success.
Here’s an example of a highly specialized firm – Wolcott & Associates.
A specialist is a man who knows more and more about less and less.
William J. Mayo
Wednesday, October 21st, 2015
Most progressive firms do client feedback surveys on a regular basis. Most firms, over all, do not. I don’t think you should do one every year but using a 3-year cycle makes sense.
If you ask too often, clients seem to find it a chore. Usually, your best clients will give you glowing remarks and you will always receive a response from those clients that have an issue – which is what you want to fish out.
When I talk to firm leaders about a client survey, it often takes them a long time to decide if they will do it and how they will do it. Often it becomes a major discussion topic among the partners and they worry about which clients they should include and which ones they should not. They fret about “what could possibly happen” way too much.
Keep it simple. Don’t worry so much. Just do it.
Have each partner select their “top” clients – whether they are easy to serve or difficult to serve. Most firms judge “top” by the amount of revenue the client (client group) brings to the firm.
Limit the number of top clients per partner to 20 or 30. If you have 10 partners that means 300 clients will be surveyed and should result in a good representation. Many partners only select around 20 and help urge those few to respond.
Again, don’t procrastinate and don’t worry about what replies you might uncover. I find that most clients have really honest and helpful feedback for the firm.
The most unhappy customers are your greatest source of learning.
Thursday, February 12th, 2015
This is one of those “back in the day” posts that perhaps younger people in the CPA profession tire of hearing. Yet, I still believe that some of the old ways might be the best ways.
I grew up in public accounting under the stewardship of a highly professional, disciplined, intelligent, dictator-style managing partner, Luke Ware. Luke “grew-up” in a Big 8 firm and I am just assuming that many of his actions/procedures were developed there. Our firm was small then. It ranged from 11 to about 22 people while Luke was the boss.
Client service was the focus, yet the clients were trained. That’s what we called it. They were trained to be ready when our CPAs arrived for an audit or review. All of the business owners were 1040 clients. They knew when their appointment was each year (yes, they came into the office to meet with the partner/manager) and they brought their organizer and all their documents with them (well, most of their documents).
Notice I said, “trained.” We trained our clients via communicating their responsibilities as part of our relationship. What we really did was clearly communicate our expectations. I hope you are doing the same.
In a busy, growing accounting firm it is the manager’s duty (or the partner) to be sure the client is ready for the auditors when they arrive on the appointed day. It is their duty to be sure the client understands their commitments to the beneficial relationship.
Some steps you might use:
- Set an appointment date when you expect their data to arrive
- Teach them how you would like to receive the data
- Provide reminders as the date nears
- Talk about these steps with all new clients as you add them to your client list
We sent an appointment card with the organizer (the kind they could stick on their refrigerator). These days you can send an appointment invitation via email. Each 1040 client received a reminder call the day before the 1040 appointment to remind them of the appointment (much like your dentist or eye doctor does now). If they didn’t have “all their stuff,” we told them to come anyway and bring what they did have so we could get started on the return.
As our firm grew, we got away from some of this because of the “time” involved in meeting with the client and the convenience of just having them drop-off or send in their information. We often use client service to hide the fact that we really want less time in the job. Meeting with a client, even for just a 1040, face-to-face once a year often opened the door to additional services – that was part of the plan.
What’s your plan? Do you permit clients to sabotage your schedule? These days I recommend developing a commitment statement between the firm and the client outlining the expectations from both and making it a discussion tool early in the relationship.
I have always believed that clients are impressed by a CPA firm that appears very professional, has defined procedures, communicates effectively and is an example of how you run a highly-successful business.
I hated every minute of training, but I said, 'Don't quit. Suffer now and live the rest of your life as a champion.'
Tuesday, January 13th, 2015
Accountants, for the most part, are not known for the expert selling skills. Most have not worked at honing those skills like a professional sales person has. You have a good excuse….. you did not go into accounting to be a sales person.
If you are in PUBLIC accounting, you are wrong. You provide business owners and individuals with professional services. In the good old days, CPA practitioners just “hung out a shingle” and waited. Not sure if you have noticed but our world is no longer a world where it pays off to wait.
So the next time you are facing that meeting with a potential client, do not allow that nervous fear to build-up inside you. You begin feeling that you are not good enough. They will see right through you. Your competitors are “smoother” and more convincing. Many CPAs have felt this way. You might even feel this way when you are talking to current clients. You hesitate to offer them more services. They won’t want to pay you more money. They don’t see the value and you don’t convey it very well.
You are wrong. You DO have what it takes. You DO provide value. Consider the specialized knowledge you have spent years developing and the amazing experiences you have had helping clients face financial challenges.
You have what it takes and you are worth it. Just do your best.
This post was inspired by a newsletter from Chris Brogan.
You owe the universe a lot more than you have delivered so far.
Tuesday, October 7th, 2014
I was delighted to be part of a special blog post on the SmartCenter Blog. Thanks to William Hamilton of SmartCenter for reaching out to me.
They asked 9 thought leaders one question:
“What do modern tax & accounting firms need to do to prepare for the future.”
It was very difficult to offer just one idea!
Click here to read all the great comments and download some very helpful tools from SmartCenter.
Have you taken time to identify your ideal client?