caleb lendy: the heart of client service [video]
caleb lendy explains how firms differentiate as the profession moves away from simple compliance.
client service opportunities
josh zweig’s liveca offers new thinking from the ground up
how does your firm define itself?
by kayleigh padar
from success to significance: the radical cpa guide
josh zweig is the co-founder of liveca llp, a canadian chartered accounting firm of about 40 people that is run remotely, without a traditional office building. it’s all virtual – a work anywhere business. three years ago, the entire business was just a sole proprietorship; now it is bringing in millions of dollars of revenue.
more on radicalism: our clients need us to be radical | 10 steps to start innovating | the value of new ideas | the radical road to (business) transformation | the radical cpa: always changing
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the firm’s biggest challenge is recruitment. “for smaller firms that don’t have 20 college reps to go down to every school and recruit, it becomes increasingly hard to get word out that there is an alternative here for people,” zweig said.
when to follow up on prospects
you can divide your efforts into tiers, but you need a plan.
by jassen bowman
tax resolution systems
you invest a substantial amount of time and money to generate your leads. after your existing clients and past clients, your unconverted leads are the next best source of future revenue.
more: lead generation marketing must happen daily | checklists for new lead generation | client management checklists for tax resolution | how to handle client complaints | checklists for your tax resolution office setup | case study: building a tax resolution business | marketing requires ruthless accountability
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when somebody expresses an interest in your services, you should actively engage them on roughly a weekly basis for at least a couple of years. yes, years.
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focus on an enhanced client experience
you may be doing the opposite of what clients want.
by domenick j. esposito
8 steps to great
when choosing a mid-market cpa firm, many clients pay more attention to the ability to “connect” with the client service partner and staff than to the quality of the work performed as many clients are unable to distinguish between outstanding technical work and competent technical work. and even if clients are sufficiently sophisticated and able to distinguish between outstanding and competent work, their technical needs may simply require competency.
more on strategic planning: 22 things leaders must do | the top 11 reasons cpa firm mergers fail | growth: the difference between the disruptor and the disrupted? | m&a: sometimes bigger is better | what a value proposition truly is (and isn’t) | does your firm need an independent executive committee member?
as a result, when it comes time for an evaluation of the firm, it’s my observation that many, if not most, clients place more emphasis on an enhanced client experience – including responsiveness, attitude and other non-technical “service” criteria – and not the quality of the technical work.
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new webinar series: the truth about advisory services
four-session january series targets growth-minded cpas. 卡塔尔世界杯常规比赛时间 expert author jean marie caragher of capstone marketing and haydenrock solutions are collaborating on a complimentary webinar series, “the truth about offering advisory services.” the webinars will be offered at no charge or … continued