Archive for the ‘Communication’ Category
Friday, May 22nd, 2020
“If we did the things we are capable of, we would astound ourselves.” – Thomas Edison
Many firms are postponing their annual performance feedback sessions. During these unusual times and because due dates for taxes have been pushed back, firm leaders declare that they just don’t have time right now.
I hope this is not the case in your firm. Feedback should be on-going, not saved up for some formal, boring, dreaded annual ordeal.
Read this flashback post on the topic of performance feedback.
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Start by doing what is necessary, then what is possible, and suddenly you are doing the impossible.
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Francis of Assisi
Thursday, May 21st, 2020
“Business has only two functions – marketing and innovation.” – – Milan Kundera
Many firm administrators and managing partners are also charged with the role of Marketing Director. The vast majority of CPA firms are not of the size to support a full-time Marketing Director. If your firm is large enough, I am sure your Marketing Director is one of the busiest people in your firm.
Whether you are a smaller firm or larger firm, it takes discipline to effectively market your practice and reinforce your brand. A few years ago we thought Fall was marketing season for CPA firms. Today, it is a 24/7/365 activity.
Go through some simple exercises with all partners and managers:
- Gather information about your firm’s uniqueness in your market. Identify any weaknesses and focus on strengths.
- Make a list of each CPA and each community or charitable organization where they are active. Are there, key, high profile organizations where your firm is absent?
- Have each CPA list their referral sources (bankers, attorneys, etc.) and identify the referrals they have given you in the last year. Are you referring more their way than they are your way? Are there some of the same referral sources on everyone’s list and some powerful ones that are missing altogether?
- Have each CPA (no matter what their title) create a marketing action plan and report each month on their activities.
- Hold pipeline meetings at least monthly.
Don’t let summer (or a pandemic) cause a lapse in vigorous attention to marketing activities. See my post from yesterday!
The Association for Accounting Marketing‘s annual conference has been canceled this year but you or your marketing director should put next year’s conference on your calendar. Here’s the message on their website:
We regret to announce the cancelation of our 2020 Summit due to the current projections of the coronavirus pandemic. We will hold our next Summit at the Loews Hotel in Philadelphia, May 24-27, 2021. We will announce when registration opens for 2021.
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Content is fire, social media is gasoline.
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Jay Baer
Wednesday, May 13th, 2020
“Let others perform. Ego creates silos.” – Dan Rockwell
An on-going complaint by CPA firm managers – “The staff person didn’t finish the job. They sent it back to me!”
What’s rather sad about this scenario is the fact that while the manager complains, they just go ahead and take the work back, finish it or fix it.
The team member almost always sends the job back to the manager, unfinished, because they don’t know what to do next. They came upon an issue that they were unfamiliar with and have learned that if they give it back to the manager, the manager will finish it!
Dan Sullivan (@LeadershipFreak) says, “It’s dangerous to do other people’s work for them. When you rescue competent people, you minimize talent and promote disengagement.”
Managers defend their actions with the excuse of having to get the job moving, out the door and not put too much more time in the job. Don’t rescue them, send the job back, and help them address the unfamiliar issue.
Here is a simple, 4-step training method that seems to make so much sense for interns and new hires working in accounting firms.
- I do – You watch
- I do – You help
- You do – I help
- You do – I watch
If you keep rescuing them, they will never gain the knowledge and experience for career success.
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The mediocre teacher tells. The good teacher explains. The superior teacher demonstrates. The great teacher inspires.
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William Arthur Ward
Wednesday, May 6th, 2020
“As I grow older, I pay less attention to what men say. I just watch what they do.” ~ Andrew Carnegie
People are watching what you do.
Whether you are a firm leader or a first-year accountant. People are watching what you do.
Do you live what you say? Or, do you say one thing and do another?
During this unusual time, firm partners are doing things they have never done before. Everyone is serving clients in a way they have never done before. You get distracted. Sometimes you feel invisible because you don’t have much face-to-face contact. Does that change how and why you do things?
You are not invisible. People are watching you. It’s up to you to set a good example.
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Look at people for an example, but then make sure to do things your way. Surround yourself with positive people.
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Queen Latifah
Monday, May 4th, 2020
“Fear is the main source of superstition, and one of the main sources of cruelty. To conquer fear is the beginning of wisdom.” – Bertrand Russell
There are a lot of discussions going on in the accounting firm world about what to do when firms begin to bring team members back into the office.
It is also important to be able to advise the firm’s clients on how to reopen offices safely.
Theresa Richardson, Chief Talent Officer of Withum has some great advice and guidelines in a post on the Withum website.
She explains the five factors to measure before reopening your business
- Communication
- Prevention
- Social Distancing
- Empathy
- Health Procedures
Read the article to learn about each factor – Returning to the Workplace: Post-Pandemic Considerations.
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Fears are educated into us, and can, if we wish, be educated out.
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Karl Augustus Menninger
Monday, April 27th, 2020
“A man’s manners are a mirror in which he shows his portrait.” Johann Wolfgang von Goethe
You have been participating in Zoom calls for a while now. Are you a good Zoom citizen?
I don’t often post a complete Seth Godin post but I think this one will be helpful to many of you working in CPA firms.
Zoom Tips For The Modern Age
If you’ve ever joined more than three people on a Skype or Zoom conference call, I hope you’ll appreciate these tips, and perhaps share them:
- Sit close to the screen. Your face should fill most of it.
- Use an external microphone or headset. Regardless of how you’re amplified, remember that the microphone is only a foot away, which means you don’t have to strain or raise your voice. Also, consider Krisp if you have background noise issues.
- When you’re not talking, hit mute. If you’re on mute, press and hold the space bar and you can be heard.
- Don’t eat during the meeting.
- When you’re on mute during an audio call, you can do whatever you want. But when you’re on mute on a video call, you need to act like you’re truly engaged. Nod your head. Focus on the screen. Don’t get up and feed your dog.
- Don’t sit with the window behind you. A little effort on lighting goes a very long way.
- When you’re talking, spend some time looking at the camera, not the screen. You’ll appear more earnest and honest this way.
- When you’re talking, go slow. No one is going to steal your slot.
- Don’t walk if you’re using a phone. And if you’re using a laptop, don’t put it on your lap.
- Please (!) do not use an animated background. Do not use a funny one either. If we’re noticing your background, you’re doing it wrong.
These are obvious. They are generous. They’re effective.
And almost no one puts in the effort to consistently deliver on them. It’s worth it.
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Rudeness is the weak person's imitation of strength.
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Eric Hoffer
Friday, April 24th, 2020
“Feedback is the breakfast of champions.” – Ken Blanchard
So many things are on your mind right now. How will we cope in the new normal? How will we permanently establish a remote workforce? Which team members should be in the office and which ones should stay away? What about the most vulnerable on our team?
Yes, lots of challenges and so much to do. But, don’t forget one of the most important things your team needs… feedback. You don’t see them in person and most of your contact is via email so you might forget that important ingredient to a person’s success in their job.
Here’s a flashback post about feedback – it’s Flashback Friday. Stay Safe.
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Mistakes should be examined, learned from, and discarded; not dwelled upon and stored.
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Tim Fargo
Wednesday, April 22nd, 2020
“Be factual and consistent.” – Suzanne Lucas
For firm administrators and practice managers in CPA firms, it is an old familiar story. All of this story is pre-COVID, of course, but much of it still applies to remote workers.
A partner goes to the firm administrator and says that when he arrived this morning at 8:30, he noticed that Susie was standing at Patty’s desk chatting. It bothers him that they have most likely been chatting since 8:00, and they were still chatting at 8:45. He wants you to talk to them.
A tax manager lets you, the firm administrator, know that Bobbi who works in the accounting area is not following the firm’s dress code. She wants you to talk to Bobbi.
Ted, the new staff accountant, was suppose to take some important mail to the Post Office. The manager found out that he didn’t make the trip to the actual Post Office, he just dropped it in the mailbox near his home at the Mall. It wouldn’t be picked up until late morning the next day. The manager wants you to talk to Ted…. because you are so good at it!
In larger firms, the job of communicating this kind of message is often given to the HR Director.
Communicating these kinds of messages – you don’t adhere to the dress code, you don’t use your time wisely or you don’t follow specific instructions – is not a fun task.
In progressive, well-managed firms, whenever possible, the partner/manager should deal with these situations directly. It’s their job to manage people.
Per Suzanne Lucas @RealEvilHRLady: It’s a manager’s job to manage, and part of managing is telling people that their clothes are inappropriate, or that they should shower more often or chew with their mouths shut. Yes, their parents should have taken care of that, but sometimes kids just don’t listen.
Read her interesting article here.
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We are shaped by our conversations.
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Robin S. Sharma
Tuesday, April 14th, 2020
“The best thing to hold onto in life is each other.” – Audrey Hepburn
During these unique times, it is probably to your benefit to remember to say those “three little words” to your family. Since you are marooned at home with them, saying “I love you” could help over-shadow some of the inconveniences you may be facing as a family unit.
Don’t forget your remote workforce. You see them on Zoom, you email a lot and you share work via software applications.
Just because you don’t see them face-to-face doesn’t mean you don’t care and appreciate them.
Here’s a list of three little words you should be communicating to your team members:
- You did great
- Glad you’re here
- Thanks so much
- Really good job
- You’re so efficient
- What an improvement
- You are talented
- I miss you
- Hang in there
You don’t have to give flowery compliments or speeches. Just remember your manners and be kind.
By the way, to all my blog readers, I love you!
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Life is 10% what happens to you and 90% how you react to it.
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Charles R. Swindoll
Friday, April 10th, 2020
“Be sure you put your feet in the right place, then stand firm.” – Abraham Lincoln
In the CPA profession, there are all kinds of agreements – employment agreements, partner agreements and so on. None of these are my favorite.
My favorite agreements are The Four Agreements, by Don Miguel Ruiz.
Revisit them here. It’s Flashback Friday.
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Character cannot be developed in ease and quiet. Only through experience of trial and suffering can the soul be strengthened, ambition inspired, and success achieved.
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Helen Keller
