July 15, 2018

Client service

joey-havens-horne-client-service

Hard Questions on Client Service

The following sponsored content is by Joey Havens, the executive partner of Horne, LLP, an Accountingfly Firm Partner. Do you ever wonder what people outside your circle observe when they look at you? As a profession, if we really stepped back and reflected on our client service approach, what might we see about ourselves? One […]

Great Client Service Means Ignoring the Topless Model Posing Nearby

If you're a fan of accounting nostalgia, I recommend the semi-regular anecdotes from WithumSmith+Brown partner emeritus Ed Mendlowitz. In case you're not familiar, he's the guy who gave Greg those accountant trading cards and wrote a thinly veiled dig at anyone who hasn't kept books by hand. In his most recent musing, Ed shares a […]

Deloitte, Please Stop Trying to Be the Walmart of Professional Services

Folks, we need to talk about something important this afternoon. We would like to talk about the professional services firm Deloitte and its big, bloated, dumb, directionless business strategy. Honestly, this is a firm that has spent the last few years trying to be everything to every business that needs any imaginable service that can […]

(UPDATE) Which Accounting Firm Fired an Employee for His Dispute with Comcast? A: PwC

In short, Comcast is a despised company.

Now we have another tale of its treachery and the tentacles have intertwined a “large, prestigious accounting firm.”

Express Scripts Accuses Ernst & Young Partner of Being the Worst Corporate Spy Ever

Late on Friday, Bloomberg reported that Express Scripts was suing Ernst & Young and a former E&Y partner for "theft of trade secrets and misappropriation of the pharmacy benefit manager’s confidential and proprietary data." Which is really just a very nice of saying "corporate espionage."  And perhaps not surprisingly, the partner in question, Don Gravlin, wasn't […]

Sandy Aftermath Open Thread: Who’s Working? Who’s “Working”? Who’s Dealing with Insane, Unreasonable Clients?

Okay, we're in the aftermath of Sandy and while I cruised around on my bike in sunny Colorado and Adrienne had to round up a single bucket for her leaky ceiling in Richmond as the storm came through, those of you from DC to Philly to NYC to Boston were caught up in the worst […]

Here’s an Email That Reznick Group CEO Ken Baggett Sent to the Firm’s Clients About the Merger with J.H. Cohn

At least that's what we were told! It was just a copy and paste job so there's no official Reznickness on it but reading through it, you get the sense that this was definitely what the big man sent out: Reznick Group, J.H. Cohn LLP Announce Merger   New Firm Will Be The 11th Largest […]

Why Yes, This Guy Did Pay His Accountant’s £800 Bill in Coins Purely Out of Spite

The problem is that you can't really do that. The stunt backfired when Philip Lawrence took Robert Fitzpatrick to court, arguing that it is illegal to pay off debts higher than £10 with coins. Mr Fitzpatrick, 24, ended up with a £1,118.62 bill after a judge ruled that the delivery was unacceptable. Okay, unacceptable. Strange? Duh: […]

Accountant Can’t Bear the Thought of Serving Clients on the 100th Anniversary of the Titanic Sinking

As CPAs and capital market servants, you are all acutely aware that that serving clients to the best of your ability is priority numero uno. Forget your family and friends. Forget your pets. Forget your beloveds.  Clients complete you in ways that those other people/animals can't possibly understand. Sure, there is the occasional event that wouldn't allow […]

Memo to CPAs: Those Needy Clients Are Sick of You Not Giving Them Enough Attention

Do you have needy clients? You know the type – they want to talk to you when every little thing goes wrong. They call to chit-chat for no reason in particular. They need your opinion on EV-ER-Y-THING. How are you responding to these people? Are you not returning their calls? Are you showing up late to your meetings with them? Do you just listen passively on the phone while repeating, “Uh, huh. Yes. I understand,” as you struggle with level 6-13 on Angry Birds? THOUGHT SO.

Well, they’re on to you. They sense your lack of interest. Your lack of giving a rat’s ass. And you know what? They are FED UP. There are plenty of CPAs out there that would love a client like them and MAYBE they’ll just go out and find one:

“Business is out there, but you have to market yourself differently,” [Allan Koltin, chief executive of Koltin Consulting Group] said, noting that one out of seven accounting firm clients are not happy with their accounting firm and are open to switching firms.

He urged attendees to spend time learning the personal goals of their clients. Among the factors affecting a client’s decision to leave an accounting firm, fees were ninth on the list, he indicated. “The number one factor was that the firm didn’t spend enough time with the client.”

“They don’t care how much you know until they know how much you care,” he said.

Got the message? They aren’t going to put up with your shit forever.

Business Resurging for Accounting Firms [AT]