Archive for the ‘Client service’ Category

Thursday, April 18th, 2019

Exceptional Service

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz

Want to attract new clients? Then make your current clients say, “Wow!” Providing exceptional service is your best marketing activity.

This is from Tom Peters:

There’s a big Bain study I quote: 8% of customers think the service they RECEIVE is “exceptional.” 80% of companies think the service they GIVE is “exceptional.” I call it “the 8-80 chasm.”

If you want your clients to say, “Wow!” you have to do something unique, out of the ordinary. Enlist the help of all your people. What do they think you could do to achieve Wow?

Read more about your clients saying WOW.

  • Assumptions are the termites of relationships.
  • Henry Winkler

Friday, April 12th, 2019

Managing Remote Employees

“A leader’s job is not to do the work for others, it’s to help others figure out how to do it themselves, to get things done, and to succeed beyond what they thought possible.” – Simon Sinek

It is finally becoming fairly commonplace in the world of public accounting. Firms are hiring more and more remote employees. Firms also seem to be struggling with exactly how to manage these somewhat invisible people.

First of all, don’t let them be invisible. There are just too many technology tools available today that can make a remote employee feel almost like one working inside your office.

Google, who employs nearly 100,000 workers spread over 150 cities in more than 50 countries (on five continents) did a study of more than 5,000 employees. They measured well-being, performance, and connectedness (and other things). They came up with recommendations on how to keep things consistent.

Here are three things they recommend for remote teams:

  1. Get to know your people
  2. Set clear boundaries
  3. Forge connections

Read this article via Inc. and learn more about these three things and how to make remote employees (and your firm) more successful.

  • "We were happy to find no difference in the effectiveness, performance ratings, or promotions for individuals and teams whose work requires collaboration with colleagues around the world versus Googlers who spend most of their day to day working with colleagues in the same office,"
  • Veronica Gilrane, Manager of Google's People Innovation Lab

Thursday, April 11th, 2019

Get A New Job

“To find joy in work is to discover the fountain of youth.” – Pearl S. Buck

It has been a stressful, busy and maybe frustrating few months. In a few days, it will be over. You can recuperate for a week or so and then it will be on to new deadlines and responsibilities. Sometimes, we get burned out and our attitude slips downward.

I found this fascinating excerpt from Seth Godin’s book, Linchpin. I recommend it highly.

When I first read the following chapter, I immediately thought of the CPAs, firm administrators and the entire administrative team. It could apply to anyone working inside a CPA firm.  I have posted it before, several years ago, but I think this is a good time to read it again. See what you think:

Getting a New Job Without Leaving

One day, Binny Thomas stood up.

She stood up, spoke up, and started doing a new job.  She didn’t leave her organization, didn’t even get a new title or new responsibilities.  Instead, she started doing her old job in a new way.  Binny stopped going to meetings with the goal of finding deniability or problems to avoid. Instead, she started leaning in and seeking out projects where she could make a difference.

Suddenly, Binny was inspired. She was looking for opportunities instead of hiding from blame. She was putting herself on the line, pushing through the dip, and making things happen. The fascinating (and universal) truth is that the opportunities came after she was inspired – she wasn’t inspired by the opportunities.

Binny’s old job was just fine. She did it extremely well. She followed the map, followed instructions, did what she was told and got paid what she was worth.  Binny wasn’t in danger of losing her job, but she had already given up her soul. She had plateaued, this was the end. Then she changed her mind.

Six weeks later, she got a huge promotion and another, even better new job than the new job she had given herself. Binny is now running a worldwide program of motivated scholars. All it took was a choice. Binny didn’t ask for permission to do her job better; she merely decided to.

Are you looking to others to make your job better, more enjoyable?  Are you sometimes in denial? Are you doing an adequate job but feel like you have plateaued?  Read the last sentence of the chapter, above, again.

 

  • Far and away the best prize that life has to offer is the chance to work hard at work worth doing.
  • Theodore Roosevelt

Monday, April 8th, 2019

Podcast – Issues Facing CPA Firms Today

“I am still learning.” – Michelangelo

Thanks so much to Brannon Poe of Poe Group Advisors for talking with me about CPA firm management and for featuring our conversation on his recent podcast.

Brannon-PoeBrannon began facilitating successful accounting practice transitions in 2003 and pioneered a consulting-based approach to transitioning accounting firms, which culminated in Poe Group Advisors’ unique process – The Seamless Succession™.

I know it is a busy week but bookmark the podcast and listen while you are commuting or next week, when you are recuperating from tax season.

  • Yesterday I was clever, so I changed the world. Today I am wise, so I am changing myself.
  • Rumi

Thursday, April 4th, 2019

Procrastination

“My advice is to never do tomorrow what you can do today. Procrastination is the thief of time.” – Charles Dickens

From an article via Fast Company:

Chronic procrastination has even been linked to higher rates of depression, substance abuse, phobias. and other issues, as Joseph Ferrari, professor of psychology at DePaul University and author of Still Procrastinating: The No-Regrets Guide to Getting It Done, told Stephanie Vozza in a previous Fast Company piece. If you’re in the habit of putting off important tasks until the last minute, you may be able to overcome procrastination by looking at–and dealing with–the root causes.

Just something to think about…..

  • A year from now you may wish you had started today.
  • Karen Lamb

Tuesday, March 26th, 2019

Discussing Fees

“Price is what you pay. Value is what you get.” – Warren Buffett

I hear stories that have a similar theme:

  • I inherited the firm from a sole proprietor. The clients are just not used to paying what would be a normal fee.
  • I am working so many hours and need to increase my fees. But, I am afraid I will lose too many clients.

I ask, “How do you describe your fees to clients?” What I usually discover is that the CPAs who have such a great fear of losing clients are not actually talking about fees WITH the client, at all. I also learn that CPAs who charge an appropriate fee don’t talk with clients about the fees either.

My friend, Sarah Johnson Dobek of Inovautus Consulting gives us some excellent advice:

  • Initiate the conversation
  • Describe the services you will provide
  • Present your fees with clarity
  • Write it down
  • Don’t be defensive

Read more about each of these points on Sarah’s blog post. Take the time to teach your entire team how to talk about fees with clients.

  • The price of inaction is far greater than the cost of making a mistake.
  • Meister Eckhart

Friday, March 22nd, 2019

Forward Thinking

“Embrace your uniqueness. Time is much too short to be living someone else’s life.” – Kobi Yamada

Did you know that Aprio is the only top 100 firm with a non-traditional name? Read more about Aprio and why they changed their name here.

I have known people at the firm for more than 20 years and have always been impressed with their forward-thinking actions. Look over their homepage and notice how they focus on “advisory” first. They are an “advisory, assurance, tax and private client services” firm.

Under “About Aprio” they say: As a premier, CPA-led business advisory firm.. etc.

How are you positioning your firm? If you call yourself advisors more often maybe you will become more advisory focused. The larger CPA firms have already evolved to being CPA-led firms meaning a large percentage of their employees are not CPAs. How are you planning for that evolution? Have you ever thought about it?

I have observed that most firms have fairly boring taglines. Here’s Aprio’s tagline: “Passionate for what’s next.” That seems to say a lot.

 

  • Always remember that you are absolutely unique. Just like everyone else.
  • Margaret Mead

Thursday, March 21st, 2019

Dealing With The High Volume of Tax Season Emails

“Better three hours too soon, than one minute too late.” – William Shakespeare.

During tax season, a few years ago, I sent an email to one of my clients, a CPA managing partner. In response to my email, I received the following message:

Greetings, Friends & Clients:

 Due to the normal tax season intense workload, and to allow me to completely focus on the tasks at hand, I am currently checking and responding to e-mail daily at 8:00 am, 1:00 pm and 5:30 pm CT. You & your email is important to me and at the scheduled times, I will respond.

If you require urgent assistance, please contact my assistant (name and phone number) or you can email her at (he provided her email address).

Even though you get this auto-response, rest assured that I do receive and am able to view the email you sent. Thank you for understanding this move to more efficiency and effectiveness. It helps me accomplish more and serve you better.

Sincerely,

It was a first for me. I had never received one like it. Of course, I had to ask the partner how this move toward winning the email battle was working for him. I’m sure most of you are fighting this same email overload challenge.

He replied that he was glad that I was not offended and that the feedback has been mostly positive. He added, “Email is the biggest challenge I have and many people (who don’t email you a lot), have an expectation of an instant response.”

I was absolutely not offended. I knew right away he had received my email and when he would get back to me. Simple as that. Don’t you hate it when you never hear anything at all (for two days or more)? You just wonder if they received your email or not. Don’t leave your clients wondering.

  • Time is what we want most, but what we use worst.
  • William Penn

Wednesday, March 20th, 2019

Keep Them Coming Back

“I hate flowers – I paint them because they’re cheaper than models and they don’t move.” – Georgia O’Keeffe

This time of year you are counting your wins and losses.

This busy season you have several, if not many, new clients. You probably give them more attention then they deserve. You also are keenly aware of the clients that have moved on to another accounting services provider. Some of those still have a sting about them.

Those new clients are valuable. However, please don’t give your long-time, loyal accounts less attention because you are focusing on the new toy.

Don’t let losses over-concern you. Keep moving forward and keep giving the best service possible. Continually, work to be the most knowledgeable and friendliest firm in your market.

One of my clients told me some good news this morning. This season, three former, significant clients who left the firm for greener pastures (or so they thought) have returned. They left for various reasons but came back because they all realized “cheaper isn’t better” and “because I realized I need you”. How sweet it is!

  • When I was with Andy Warhol, I thought, 'God, his wig looks cheaper than mine!'
  • Dolly Parton

Friday, March 15th, 2019

Are You The Ritz Carlton of Accounting Firms?

“We are Ladies and Gentlemen serving Ladies and Gentlemen.”  – Ritz Carlton Motto

Right now you are very, very busy. Everyone is the firm is very busy. Are you too busy to take the extra steps necessary to become known as the Ritz Carlton of accounting firms in your market?

Have you ever stayed at a Ritz Carlton? Here’s a site that will give you some info on the Ritz Carlton Gold Standards:

  • The Credo
  • Motto
  • The Three Steps of Service
  • Service Values
  • The 6thDiamond
  • The Employee Promise.

As you read them, you will see how they can apply to a client service business like a CPA firm.

It’s still early into 2019. How will you make your firm the gold standard when it comes to client service?

It’s Friday – time to smile.

  • A hot dog at the game beats roast beef at the Ritz.
  • Humphrey Bogart