Posts Tagged ‘client service’

Be the Firm You Want to Be.

Every organization is perfectly designed to produce the results it’s producing. If you want a different result – you must change something. The originator of this phrase is debatable. Its premise is not.   The business case for change is that firms that continue to do things as they always have always at some point…

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Don’t Be Typical

“We are a full-service accounting firm serving clients throughout the area, dedicated to providing our clients with professional, personalized services and guidance in a wide range of financial and business needs.” “Since 1984, our Certified Public Accounting firm, has been providing quality, personalized financial guidance to local individuals and businesses. Our expertise ranges from valuable…

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Improving the Client Experience

Caught in the busyness.  March and April are busy times in CPA firms.  We have multiple tax deadlines, calendar year-end audited financial statements are often due to clients and third parties, client meetings spike, phone calls and emails increase, and on and on.  It’s easy to get lost in this busyness and feel entitled to…

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Define and Protect Your “Business Model Deal-Breakers”

We are spending a lot of time these days driving change to the current public accounting business model, including pushing for not-to-exceed pricing, unlimited paid time off and uber-flexibility, and turning over the reins to younger leaders earlier.   And that’s just a tiny sampling of the changes we believe firms can – and should —…

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How Firms are Winning Through Client Service

CPA firms of all shapes and sizes are taking a long look at their client service process. And it’s no wonder, considering that client service is THE differentiator among CPA firms and is the lynchpin in client loyalty. CPA firms often rely on revenue numbers, realization and chargeable hours to determine how business is going.…

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Is Meeting the Deadline, Meeting Your Client’s Expectations?

“Our installers will be there between 12 noon and 5 pm” We’ve all been there.  Whether it’s hooking up a new cable or satellite provider package, getting appliances delivered and installed, or new furniture delivered, often these services come with a huge window of delivery time.  And while this window may be convenient for the…

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The Culture of Continuous Improvement

Lean Six Sigma and Change Management are popular concepts in accounting firms today.  Most firms start their “Lean Journey” with an eye toward improved efficiency and controlling engagement costs.  But after a successful first project, many leaders in our profession rave about all of the ancillary benefits they are beginning to see within their organizations. …

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