today's features

when customer service is an opportunity to lead

manager standing in front of wall of tvs

who is observing?

by martin bissett
passport to partnership

in order to become a commercially aware practice leader, we need to understand the dna of leadership.

any woman or man leading an accounting firm, who chooses to overcome each operational or client challenge as it if their future depended on it, will not only succeed in practice but will become capable of delivering advisory value to their clients unmatched by their competitors, thus achieving true differentiation.

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there has been enough behavioral evidence in practice management now observed, collated and reported upon to be able to draw a conclusion that a great leader needs to be at peace internally in order to become a great leader externally. her or his personnel/staff need to see a consistency between that leader’s values and his/her most commonly perceived behaviors.
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carter-gray: poor review strengthens firm | the disruptors

client conflict became a catalyst for clearer boundaries, better processes, and a more scalable virtual practice.

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the disruptors
with liz farr

when nayo carter-gray, founder of 1st step accounting, received a one-star google review from a challenging client, she realized the crucial value of the boundaries she had established for clients. an email issue on the client’s end made the client think the firm was ignoring him when the reality was that he simply wasn’t receiving the firm’s correspondence.  

卡塔尔世界杯常规比赛时间 celebrates:the 100th episode of the disruptors

more streaming: hartman: upwork to “40 under 40” in 3 yearstelka: transform fear into fuel | woodard: move past reports; deliver results | baker: find true purpose to end burnoutbrolin: the w.i.n. leadership formulagertrudes: how eos & “unreasonable hospitality” reshaped growthlab | vilms: the power of people in a tech-driven world | dickerson: from diagnosis to disruption | kapilovich: treat people like people | martha yasso: from wall street to main street | jackie meyer: tax plans in 90 seconds? believe it erica goode: build a $200k firm in 15hrs/weekrandy crabtree: live at the intersection of passion & skill |mcclelland and telka: women ready to rewrite the rules of accounting | jacob schroeder: ai won’t replace accountants—but it will reveal who’s replaceableditching corporate america: the bold story behind pbs accounting’s rapid rise | jean zick: happy team = happy clients | breslin & greathead: be a client advocate |

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a happy ending came when the client took that one-star review down after carter-gray laid out a timeline of events of how he didn’t follow the process from start to finish,she recalls. “it just led to us realizing that we put these boundaries in place for a reason, and now i’m looking at the entire process that we have to make sure that our existing clients know these boundaries and why they’re important.” 

carter-gray’s firm uses a framework of three core elements to establish boundaries with clients.

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is hr ready for your firm to grow?

your efforts have implications. don’t assume everyone is as prepared as you are.

by domenick j. esposito
8 steps to great

“if you pick the right people and give them the opportunity to spread their wings – and put compensation as a carrier behind it – you don’t have to manage them … this whole game of business revolves around one thing: you build the best team, you win.” – jack welch, former ceo of general electric

now that you are equipped with a strategic plan that is realistic and focused on implementation and accountability, and you have a sound governance and economic model, let’s chat about what else it takes to build a mid-market sustainable brand.

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it begins by recognizing that all partners are not created equal. you need a combination of
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fenton and hill: stronger firms inside out | holistic guide to wealth management

meet at the intersection of people, process, and purpose.

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by rory henry cfp®, bfa™
for 卡塔尔世界杯常规比赛时间

when firms talk about growth, they usually point to increases in revenue, staffing, or service lines. but as coaches will hill and john fenton remind me in our recent panel, the true drivers of sustainable growth are people, process, and purpose. without those foundations, they say, even the best new initiatives will stall. 

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hill, founder of will hill consults, describes his work as sitting at the intersection of people and process. fenton, ceo of john j. fenton executive coaching and a former bdo managing partner, focuses on leadership and culture, and sits at the intersection of people and purpose. together, the panelists offer practical guidance for firm leaders looking to improve their organization’s culture, to manage change, and to avoid staff burnout. 
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