Comments on: The Big Mistake CPAs Make in Client Service http://cpatrendlines.com/2010/03/22/the-big-mistake-cpas-make-in-client-service/ Actionable Intelligence for the Tax, Accounting and Finance Community from Bay Street Group LLC Thu, 09 Feb 2012 04:26:02 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jeri Quinn http://cpatrendlines.com/2010/03/22/the-big-mistake-cpas-make-in-client-service/comment-page-1/#comment-549142 Jeri Quinn Wed, 25 Aug 2010 15:58:00 +0000 http://cpatrendlines.com/?p=6418#comment-549142 I can't agree with you more. Gallup polls show that client loyalty is all about connectivity, personal relationships, seeing the client as a unique individual with needs, wants, families, emotions, highs and lows. The client centric mentality is central to firm leadership. That means that client focus runs through the business plan, it shapes the org chart, it gives the staff a focus to the work processes throughout every task the firm does at every level. It's an attitude that every staff person internalizes because leadership is leading the organization to prioritize that. Another tenet of Fred Reichheld is that client loyalty and staff loyalty go hand in hand. They rise and fall together. In the client loyalty work I do with my clients we focus on a conscious growth toward a more emotionally intelligent organization, capable of creating great relationships with internal and external clients. I can’t agree with you more. Gallup polls show that client loyalty is all about connectivity, personal relationships, seeing the client as a unique individual with needs, wants, families, emotions, highs and lows. The client centric mentality is central to firm leadership. That means that client focus runs through the business plan, it shapes the org chart, it gives the staff a focus to the work processes throughout every task the firm does at every level. It’s an attitude that every staff person internalizes because leadership is leading the organization to prioritize that. Another tenet of Fred Reichheld is that client loyalty and staff loyalty go hand in hand. They rise and fall together. In the client loyalty work I do with my clients we focus on a conscious growth toward a more emotionally intelligent organization, capable of creating great relationships with internal and external clients.

]]> By: Martha Harris Myron CPA/PFS http://cpatrendlines.com/2010/03/22/the-big-mistake-cpas-make-in-client-service/comment-page-1/#comment-547397 Martha Harris Myron CPA/PFS Tue, 23 Mar 2010 13:16:04 +0000 http://cpatrendlines.com/?p=6418#comment-547397 What you are really talking about is the holistic comprehensive approach....... every CPA should consider the PFS course of study so that every financial decision encompasses the client's entire financial profile. The PFS program enhances the mindset of big picture assessment and comprehensive solution thought process in all aspects of financial services, even if the CPA does not wish to change his/her practice model. When you are proactive in client review (say tax review) by anticipating issues/problems, suggesting solutions, helping the client decide on the best course of action and then providing the end service co-ordination and implementation, there is only one advisor the client will call - You! We CPA's tend to be far too modest in understanding the depth and breadth of our knowledge base. If you don't tell clients what you can do for them, how will they know that you are the best! I am a bit biased as you can see, now serving on the AICPA PFP Conference Steering Committee for the second year. Am passionately dedicated to promoting the CPA as the best advisor out there. What you are really talking about is the holistic comprehensive approach……. every CPA should consider the PFS course of study so that every financial decision encompasses the client’s entire financial profile.

The PFS program enhances the mindset of big picture assessment and comprehensive solution thought process in all aspects of financial services, even if the CPA does not wish to change his/her practice model.

When you are proactive in client review (say tax review) by anticipating issues/problems, suggesting solutions, helping the client decide on the best course of action and then providing the end service co-ordination and implementation, there is only one advisor the client will call – You!

We CPA’s tend to be far too modest in understanding the depth and breadth of our knowledge base. If you don’t tell clients what you can do for them, how will they know that you are the best!

I am a bit biased as you can see, now serving on the AICPA PFP Conference Steering Committee for the second year. Am passionately dedicated to promoting the CPA as the best advisor out there.

]]> By: Ed Wielage http://cpatrendlines.com/2010/03/22/the-big-mistake-cpas-make-in-client-service/comment-page-1/#comment-547394 Ed Wielage Tue, 23 Mar 2010 02:27:39 +0000 http://cpatrendlines.com/?p=6418#comment-547394 When I was in practice at the end of the year end engagement I would prepare a multi-year analysis of the client's key financial ratios. After we discussed the tax returns and financial statements I would give them the ratio analysis. It was always the thing they took the most interest in and prompted the most discussion. Granted I didn't get paid for it, but it was my way of giving them something a little extra and I think it created goodwill. When I was in practice at the end of the year end engagement I would prepare a multi-year analysis of the client’s key financial ratios. After we discussed the tax returns and financial statements I would give them the ratio analysis. It was always the thing they took the most interest in and prompted the most discussion. Granted I didn’t get paid for it, but it was my way of giving them something a little extra and I think it created goodwill.

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