Archive for the ‘Client service’ Category

Friday, July 19th, 2019

Flashback Friday – Client Service is Your Best Marketing

“If you are doing what everyone else is doing, if you are inside the band of common, then it’s not an approach that will move you forward.”  – Seth Godin

What is your firm known for? Accuracy, understanding, caring, knowledge, maybe expensive?

Has anyone said that you have the best client service? Read more here.

Happy Friday – I hope you enjoy a wonderful summer weekend!

 

  • There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
  • Sam Walton

Thursday, July 18th, 2019

The Busyness Paradox

“There is nothing so useless as doing efficiently that which should not be done at all.” – Peter F. Drucker

I love the above quote from Drucker. It certainly applies to some of the work inside a CPA firm.

I have observed that in most CPA firms, there is a culture of busyness. It creeps into how you talk and how you act or react.

You need to do this but you get distracted by that. Just having to quickly check your email turns into an hour or two. You become focused on the immediate rather than the important.

I just read an informative article via HBR by Brigid Schulte – Preventing Busyness from Becoming Burnout.

The author states: “I largely blamed myself for not making the time to do more ambitious, high-priority work, or managing to get it all done within reasonable hours and have more time for life. It’s only recently that I’ve begun to see how I was trapped in a busyness tunnel.”

Here’s an excerpt that explains the Busyness Paradox:

Here’s how the busyness paradox works: When we’re busy and have that high-octane, panicked feeling that time is scarce — what one participant called the “sustained moment of hecticness” through the workday — our attention and ability to focus narrows. Behavioral researchers call this phenomenon “tunneling.” And, like being in a tunnel, we’re only able to concentrate on the most immediate, and often low value, tasks right in front of us. (Research has found we actually lose about 13 IQ points in this state.) We run around putting out fires all day, racing to meetings, ploughing through emails, and getting to 5 or 6 PM with the sick realization that we haven’t even started our most important work of the day.

I am sure much of this sounds all too familiar to all of us who have worked, or who are currently working, inside a “busy” CPA firm! It is a serious issue in the CPA profession and one that drives young workers away from public accounting.

Take a few minutes to read the entire article. The author gives you “3 Ways to Break Your Employees Out of the Busyness Paradox.”

Monday, July 15th, 2019

Business Getting Means Making Friends

“Friendship is the only cement that will ever hold the world together.” – Woodrow Wilson

Maybe they didn’t talk about it when you were interviewed for the job. That interview might have been this year, last year or MANY years ago. Sometimes, it is even a big surprise to a Manager in a firm. If you want to be really successful, advance to owner and make a lot of money working in public accounting, you need to bring in new business.

You love accounting and making sense of it all to help clients become successful. You love tax and all the challenges and creativity that advising clients demands. You do NOT love selling.

But wait! It’s easy. The most important aspect of bringing new clients to the firm is liking people and enjoying making new friends.

It is something you should have learned in pre-school or kindergarten, meeting other people and making them your friends.

If you like people, they will like you. If you don’t really like (and enjoy) dealing with people, why are you in PUBLIC accounting?

  • Friendship consists in forgetting what one gives and remembering what one receives.
  • Alexander Dumas

Monday, July 1st, 2019

That Mystical Place…. the Cloud

“Life is a daring adventure or nothing at all.” – Helen Keller

Now that tax season is over and somewhat slower summer months are upon us, I am hearing from and talking directly to more CPA practitioners.

I continue to be amazed at the slowness with which so many accounting firms are advancing in paperless and movement to the cloud. Many firms tell me that they are paperless in that they don’t keep paper files. Yet, they admit that paper still flows around the office (client source documents, route sheets, etc.). As for the cloud, they confess that they are “somewhat” in the cloud.

That’s why a blog via Right Networks and written by Gene Marks caught my eye. He explains The Five Risks of Not Going To The Cloud. He notes, “Yes, you should be leveraging the cloud for all of your firm’s data – including your clients’ data. In fact, not doing so creates more risk than rewards.”

I hope you take the time to read the article that explains more about these five significant risks:

  1. The risk of data loss.
  2. The risk of your internal infrastructure.
  3. The risk of your IT staff.
  4. The risk of security.
  5. The client expectation risk.

Read more here.

  • For happiness one needs security, but joy can spring like a flower even from the cliffs of despair.
  • Anne Morrow Lindbergh

Friday, June 28th, 2019

Flashback Friday – The Way You Talk & Write Can Be Very Powerful or Very Confusing

“The spoken word and the written — there is an astonishing gulf between them.” – Hercule Poirot 

Inside accounting firms, the team develops its own way of talking. Could it be confusing to your clients?

Emails zip out of the firm almost every minute. Have you ever been embarrassed by mistakes in spelling or grammar?

Read more here.

  • Damn the subjunctive. It brings all our writers to shame.
  • Mark Twain

Monday, June 24th, 2019

Wastes To Look At In Your Firm

“Time is free, but it’s priceless. You can’t own it, but you can use it. You can’t keep it, but you can spend it. Once you’ve lost it you can never get it back.” – Harvey Mackay

Last week I read the tweet below from @AccountingEdit (Dan Hood). He was attending the Rainmaker Superconference in Atlanta. So much is said in just these few words. Read these few words and apply them to your CPA firm.

Wastes to look for (in your firm and at your clients):

Defects: In which areas are things not right the 1st time?

Waiting: Where can time taken be reduced?

Over-engineering: Do too much for money charged

Process: There’s no process or a flawed process

  • I wasted time, and now doth time waste me.
  • William Shakespeare

Thursday, June 20th, 2019

Keep It Simple

“Simplify, simplify.” – Henry David Thoreau

Recently, we joined a group of friends for dinner at a nearby restaurant. It was one of those restaurants that provided a menu that weighed about two pounds and seemed like a coffee table book. The hostess seemed to struggle to carry eight of them as she led us to our table. These types of restaurants always make me wonder who they are trying to impress.

This visit was different.

They have a new, simple menu that you open, lay it flat and that’s it. A front cover, two facing pages inside and more choices on the back. Most of the offerings we were used to were included.

Maybe restaurants are trying to impress people with their expensive looking menus but I was more impressed with the simplicity and ease of ordering.

How many things are you making more complicated in your firm just because you have always done things a certain way? Now is the time to simplify! Technology will make it happen.

  • Customers require the effective integration of technologies to simplify their workflow and boost efficiency.
  • Anne M. Mulcahy

Wednesday, June 19th, 2019

Be Sure You Have a Plan

“If you don’t know where you are going, you’ll end up somewhere else.” – Yogi Berra

Here is a simple message for today:

“I remember saying to my mentor, ‘If I had more money, I would have a better plan.’ He quickly responded, ‘I would suggest that if you had a better plan, you would have more money. You see, it’s not the amount that counts; it’s the plan that counts.'” – Jim Rohn

Your partner and/or management retreat is coming up. Make sure you come out of it with a plan. Don’t waste two days of your time and then not take action.

  • A goal without a plan is just a wish.
  • Antoine de Saint-Exupery

Wednesday, June 5th, 2019

Are You Really Excellent?

“Excellence is a way of life that sustains us and inspires us day in and day out. There is no ‘long term.’ There is only the way we act when we step out into the corridor after a meeting—or, yes, the quality of your next four-line email.” – Tom Peters

The above quote from Tom Peters got me to thinking.

Firm leaders will always declare, “we provide excellent client service.” They will also tell me that excellent could be used in describing how they treat and train their employees.

Is it true at your firm?

Think about the above quote. Do you act in an excellent manner day in and day out? Do you maintain excellent behavior after a heated partner meeting? Do respond in an excellent manner when you avoid a call from an unhappy client? And, what about when you are writing an email?

  • We are what we repeatedly do. Excellence, then is not an act, but a habit.
  • Aristotle

Friday, May 31st, 2019

It’s Time Again For Flashback Fridays!

More and more CPA firms are embracing the practice of closing the office on Fridays in the summer – Memorial Day to Labor Day. It is a very popular and appreciated employee benefit.

So, for the summer months, I am once again providing you with Flashback Fridays – a post each Friday that was written in the past. Usually, it is one from the past 12 months but sometimes it’s older but still relevant.

This week: Busy vs. Busyness. – You are busy but are you productive?

  • I am always ready to learn although I do not always like being taught.
  • Benjamin Franklin