Monday, May 9th, 2022

Mistakes Happen

“The public seldom forgive twice.” – Johann Kaspar Lavater

When I first joined a CPA firm, I was actually amazed at the lengths the partners and staff went to assure that the work they did for the clients was absolutely correct. At that point in my life, my work experience had always demanded: “do it right the first time.”

In the accounting firm, my administrative work was proofed and reviewed. The work performed by the accountants was checked, reviewed, corrected, reviewed again, (corrected again, if need be), quality reviewed, and then checked by a partner before they signed off. I was amazed at the review steps that were part of everyday life in an accounting firm.

I was, and still am, puzzled by the fact that more focus isn’t put on doing it right the first time. When things are checked and reviewed so much, I imagine it is easy to hurry through a task and just hope your reviewer will catch any mistakes.

Once in a great while, a mistake happens. Oh, no! It is a small mistake and you have all experienced them. It is usually the wrong address used when mailing something. A simple typo in a communication to a client. A label affixed to an envelope that is crooked (remember, everything going to a client must be perfect, it is the little things that matter). Have you ever mailed a tax organizer to a dead person? The family is not pleased.

However, rarely, a more major mistake slips through the review process. The client brings it to your attention. You apologize profusely to the client and go about correcting the error. They seem to understand. They are loyal and forgiving. They don’t even consider leaving the firm.

That is why making mistakes when serving CPA firm clients is so rare and why so much caution is applied to the processes. Because if you make another mistake with that same client, you will probably lose the client and damage the firm reputation.

Keep today’s quotation, above, in mind and develop training methods that encourage your team to do it right the first time.

  • "If you don't have time to do it right, when will you have time to do it over?"
  • John Wooden

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