We now move on to the 3rd and final installment of what makes a great accounting firm. Of course there are many, many factors which contribute to the greatness of an accounting firm and the people within. The 3 I’ve chosen simply appeal to me – that’s all.
3. Going the extra mile.
I’ve heard many stories throughout the years of business clients telling me about outstanding experiences with advisors. In the case of accountants, the common thread of these experiences seems to be the tendency of the accountant to more often than not leave something on the table. This means that the accountant always does that little bit extra and goes the additional mile when providing a service. It might be some extra service you don’t charge for or some market news you heard that your client may not be aware of.
A good example of that little bit extra is a partner friend of mine traveling to the store opening of one his clients at his own expense. He wasn’t invited or expected to be there – he just turned up. The client saw him in the crowd and just smiled. My friend had traveled from Brisbane to Melbourne to go and show his support for the thirty minute launch. A big deal? Perhaps not – but it meant a lot to my friend’s client.
Incidentally, it might interest you to know that this particular client is a member of the Australian BRW 200 rich list (he is worth about $400m +) and has used my friend’s services for many years. This client has been so impressed by my friends attitude that he has recently asked my friend (and his staff) to personally mentor and coach his three children (aged in their twenties) in the ways of business, finance and personal wealth management. Not a bad gig.
Simple rule: Leave something on the table = the table will get bigger!
See you next post.