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CLIENT SERVICE OPPORTUNITIES

Advisory vs. Low-Value Clients

Where is your energy best spent?

By Gary Bolinger

All firms have low-value clients. Sometimes, they take more time than they are worth. There is never any growth with those clients. Same thing, year after year.

MORE: What + Who Leads Firms to Better Service | How Accountants Are Profiting in Disruption | Ask the Right Question(s) | Seven Elements of Engagement for CPAs | True Advisory Work Isn’t Just Consulting
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It isn’t all that much fun to work on those engagements. These clients are generally interested in the lowest fee possible, but they create a lot of work or anxiety in many ways.
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What + Who Leads Firms to Better Service

Maze with word "plan" at the centerYou need commitment + competency.

By Gary Bolinger

You may remember the old Abbott and Costello routine “Who’s on First.” After some back-and-forth dialogue, we get to “All I’m trying to find out is what’s the guy’s name on first base?” Abbott responds, “No. What is on second base.” After some more banter, we finally learn that “I don’t know is on third base.” Baseball Almanac says that this is “One of the most famous baseball comedy acts to ever take place.”

MORE: How Accountants Are Profiting in Disruption | Ask the Right Question(s) | Seven Elements of Engagement for CPAs | True Advisory Work Isn’t Just Consulting
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Setting all of this up, Lou Costello said to Bud Abbott, “If you’re the coach, you must know all the players.” And that is a true statement. You need a good understanding of your players’ (who) competencies (what). A partner must know all the players’ strengths and weaknesses.
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CLIENT SERVICE OPPORTUNITIES

What Do Clients Really Want?

Think about how well you know their aspirations.

By Gary Bolinger

Most CPAs believe that they have the answers to clients’ most pressing questions, but often miss the mark on what clients really want.

MORE: How Accountants Are Profiting in Disruption | Ask the Right Question(s) | Seven Elements of Engagement for CPAs | True Advisory Work Isn’t Just Consulting
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We think they want advice on how to:

  • make more money
  • establish a successful business
  • gain more customers or clients

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How Accountants Are Profiting in Disruption

Post with two signs, "same" and "change"Seek input on your road map.

By Gary Bolinger

We live and work in a world that is in perpetual motion. Customer and client needs will be different tomorrow than they are today. Market expectations will evolve.

MORE: Ask the Right Question(s) | Seven Elements of Engagement for CPAs | True Advisory Work Isn’t Just Consulting
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All of the change we experience results in transformation. Transformation creates disruption. CPAs are not immune from any of this.
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CLIENT SERVICE OPPORTUNITIES

Ask the Right Question(s)

Stack of cards labeled with question marksWhat don’t you know you don’t know?

By Gary Bolinger

The most valued advisors spend a lot of time listening. They spend more time listening than they spend talking.  Listening provides insights to enhance advisory services. Of course, listening means that the advisor needs to spend time asking the right questions. Questions are hard.

MORE: Seven Elements of Engagement for CPAs | True Advisory Work Isn’t Just Consulting
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If you are engaged with staff, any question you ask will be different than when meeting with a partner. And different yet again with clients and prospective clients.
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