Contagious knock dead winning client service strategies - sample

All accountancy firm owners, future owners and all other team members

DYNAMICS AND REWARDS OF OUTSTANDING CLIENT SERVICE provides a comprehensive overview of the essential components of consistently delivering service that is so compelling your clients will love to work with you and seek your advice.

This Module looks at what it takes to elevate your firm onto higher ground so that you can achieve greater success with clients and chart a course to greater growth through client referrals.

2 sample sessions

A comprehensive manual

• Calculate the cost of lost clients and the value of retaining clients – the ones you wish to keep
• What are we really selling?
• The impactful value of the iceberg of time proposition 
• The jaw dropping case of the dentist’s receptionist
• Developing an intentional annual client meeting plan – a plan that will motivate you and assist in improving the value you deliver to clients
• Rear view mirrors - a massively important recommend 
• How your own skill development enhances your value to clients 
• Being famous in your marketplace
• 12 ways to strengthen client relationships
• Moments of truth. What are yours? Then turn these into ‘moments of magic’
• Your financial statements significantly improved 
• Avoid the dangerous trap of PDFs
• Better managing client expectations
• Beware the causes of these service failures
• The 8 areas where clients judge quality – and they are not the ones you think of as quality
• How do you score on this client report card?
• Image is important – yours, your firm, your office, your reception, your ambassadors – areas you may wish to improve
• How to institutionalise client feedback without doing a formal survey – the six questions you MUST have answers to
• Learn the lessons from great companies outside of the accountancy profession including a video of one of the UK’s most profitable independent car dealer. So many transferable lessons
• Your firm’s service portfolio – you will find pages of great opportunities in your manual.

1. Firm billing philosophy
2. Firm service specialisations
3. The profitability blueprint - a step by step process to increase firm profitability

"The South African Institute of Chartered Accountants engaged Mark to lead a number of our annual Practice Management Conferences and a number of workshops on practice management. Mark’s enthusiastic, honest and insightful presentations were extremely well received by our members who rated his knowledge of the subject, presentation style and audience interaction a staggering 95 per cent! I believe that based purely on his seminar, firms could increase their net income per partner by 6 to15 per cent. It is always a pleasure working with Mark, and I recommend him to any practice, accounting association or Institute that is looking to hear a speaker who I can assure you will bring insight and wisdom to any conference."

Bridgitte Kriel, [former] Project Director, SAICA

"Mark has been a highly influential figure to many of us over the years, helping us to build better businesses based on his genuine interest and concern about the profession and that of the professionals within it. A strong, ethical, commercial and principled thinker, Mark continues to leave an amazing impression on the market."

Richard Sergeant, Founder, Principle Point

"Mark has consulted with ABG and throughout this time gained the trust and respect of the partner group. His common sense and insightful approach combined with his passion and integrity have been of great value in helping us all focus on what to do to grow our firm."

Paul Berlyn, Managing Partner, ABG