client service

debbie kilsheimer: stop thinking small | the disruptors

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“too often, we’re stepping over dollars to pick up pennies.”

this is a preview. the complete 1-hour video episode, with commentary and transcript, is first available exclusively to pro members | go pro here
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the disruptors
with liz farr

by age 25, debbie kilsheimer was already disrupting the traditional accounting mindset. at her first job, she questioned why clients were billed by the hour when speed and efficiency weren’t rewarded.

“the smarter i get, the more efficient i become, the less you make,” she told her boss. “i don’t understand that. plus, the clients don’t know what anything will cost—so they’re afraid to call.”

more podcasts and videos: dave kersting: collaborate with co-firming | ashley francis: ai’s a partner, not a replacement | richard roppa-roberts: collaboration over competition | ira rosenbloom: m&a numbers are easy – culture fit is hard | roman villard: ditch the suit & shine | monique swansen: align firm values with services | tina mcgill: how to create lasting client impact | stefan van duyvendijk: develop operational mindset | steve evans: why traditional hiring methods fail | roger knecht: can you be an accountrepreneur? | beth whitworth: focus on outcomes not hours |mike sylvester: learn to say no | salim omar: identify your client’s $100,000 problem | jackie meyer: earn more with fewer clients | jack fleherty: don’t be a ‘yes’ person | greg adams: from finance to storytelling | the disruptors | jody padar: make radical changes now if you want to be relevant in 2030 | rebecca driscoll: amplify reach by helping other firm owners | rory henry: create the return on relationships | mike maksymiw: be the leader you wish you had |

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her suggestion to switch to flat-rate pricing was met with disbelief, but she knew she was onto something. two decades later, kilsheimer and her husband, hal, run a million-dollar firm built on premium service, not time sheets.

“i’m going to be starbucks. i’m going to be louis vuitton,” she says. “i’m going to be the most expensive accountant they talk to—and i’m going to deliver on that promise.”

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firm differentiation depends upon client service | accounting arc

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raising the bar on client service doesn’t mean sacrificing all your time. 

sponsored by “turbocharge your profits: how to thrive in the new economy,” by frank stitely, cpa, cva  – see today’s special offer

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accounting arc
with liz mason, byron patrick, and donny shimamoto
center for accounting transformation

more arc: analysis, reaction, comedy

technology has changed how firms operate, but relationships—and setting clear expectations—remain central to client satisfaction. 

in a recent episode of accounting arc, co-hosts liz mason, cpa; byron patrick, cpa.citp, cgma; and donny shimamoto, cpa.citp, cgma, tackled a pressing issue: how the accounting profession can evolve to deliver better client service in the digital age. 

more accounting arc: ron baker: surviving tariff turbulence | crypto, cash, or chaos? the fallout of an irs-free america | is agentic ai a game changer or game ender? | kelly mann: thriving against all odds | are we ready for the hidden risks of ai in accounting? | the research imperative: why data drives accounting success | how coaching can unlock professional success | demystifying accounting governance |  top 10 red flags to watch for in accounting offices | jeremy dubow: private equity as a catalyst for growth | break the burnout cycle in accounting | accounting in transition: 2024 reflections & the road ahead | ron baker: visions for the accounting profession | angie grissom: next gen inspo for accountants | does accounting belong in stem? | rose wang: where numbers meet strategy and creativity | tiktok fraud exposes gaps in financial literacy | how accounting pros own the stage in public speaking | greg kyte: being a cpa is like being the marie kondo of numbers | rachel bashore: a lawyer’s case for reinventing accounting | beyond the basics in ethics education

“client service is the number one reason we hear clients are looking for a new cpa firm,” says mason, founder and ceo of high rock accounting. “we need to get back to the roots of our profession—deep relationships and great communication.” 

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tina mcgill: how to create lasting client impact | the disruptors

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meet your clients where they are.

this is a preview. the complete 1-hour video episode, with commentary and transcript, is first available exclusively to pro members | go pro here
sponsored by “holistic guide to wealth management,” by rory henry – see today’s special offer

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the disruptors
with liz farr

when tina mcgill, founder of mmas cpa, transitioned from working as an assistant cfo at a university to public accounting, she first noticed “how segmented we were from the client experience.” she was delivering the data the partners told her needed to be delivered, “but the client didn’t necessarily understand what i was delivering.” for seven years, in her conversations with clients, she followed the “checklist of what i’m supposed to give you.” while she felt good about achieving what she was supposed to do, she realized that she “wasn’t creating meaningful impact.” 

more podcasts and videos: stefan van duyvendijk: develop operational mindset | steve evans: why traditional hiring methods fail | roger knecht: can you be an accountrepreneur? | beth whitworth: focus on outcomes not hours | mike sylvester: learn to say no | salim omar: identify your client’s $100,000 problem | jackie meyer: earn more with fewer clients | jack fleherty: don’t be a ‘yes’ person | greg adams: from finance to storytelling | the disruptors | jody padar: make radical changes now if you want to be relevant in 2030 | rebecca driscoll: amplify reach by helping other firm owners | rory henry: create the return on relationships | mike maksymiw: be the leader you wish you had | terrell turner: build a solid business showing up as yourself | kelly mann: be the bull in the china shop | alicia katz pollock: create a human-centric business |  nancy mcclelland: be the one your clients ask first |alan whitman: stop accepting the status quo | sean duncan: discover your own genius | ingrid edstrom: true wealth is not financial |

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that insight inspired her to start her advisory journey to provide clients with the information they need for success. “what business owners are really looking for are actionable insights,” says mcgill. she points out that, as accountants, “there’s so much value that we can bring to the table with these numbers and analytics and data, but we’re not providing it in a way that’s efficient and effective for them to make decisions.”   read more →

tom wheelwright: if it’s not fun, rethink client service | accounting influencers

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“good accountants focus on tasks, but great ones focus on outcomes.”

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accounting influencers
with rob brown

wealthability founder and veteran cpa tom wheelwright dives into the essential strategies for client-centric service and relationship-building in accounting. hosted by rob brown, this episode explores how accountants can elevate their client relationships, optimize billing practices, and bring joy back into their work.

in an industry where billing by the hour is typical, wheelwright advocates for a shift to flat, value-based pricing. this, he explains, allows accountants to focus on delivering value without clients worrying about the ticking clock.”when clients know upfront what they’ll pay, it removes financial surprises and puts the focus on service, not cost,” wheelwright says. “our clients need to know we’re there to solve their challenges without worrying about extra charges.”

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richard kopelman: aprio’s plans for global conquest | accounting influencers | part 2 of 2

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from $70 milliion to $450 million: the power of positivity, strategic planning, and going international.

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accounting influencers
with rob brown

richard kopelman, ceo and managing partner of pe-owned aprio, shares his philosophy of staying positive and never giving up, the importance of having a well-written strategic plan, and his vision of truly global accounting firms.

see part 1: richard kopelman: inside aprio’s bold makeover | more accounting influencers with rob brown | aprio sells majority stake to charlesbank capital partners  | cited: mindset: the new psychology of success

in the second part of a two-part accounting influencers series, kopelman tells rob brown that a growth mindset drives aprio’s tremendous revenue growth from $70 million to $450 million.

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richard kopelman: inside aprio’s bold makeover | accounting influencers | part 1 of 2

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lessons from dozens of strategic mergers & acquisitions.

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accounting influencers
with rob brown

richard kopelman, ceo and managing partner of pe-owned aprio, reveals the firm’s dramatic transformation and rebranding into a global business advisory and accounting firm.

see part 2: richard kopelman: aprio’s plans for global conquest  | more accounting influencers with rob brown here | aprio sells majority stake to charlesbank capital partners here | cited: mindset: the new psychology of success

in this first part of a two-part accounting influencers with rob brown, kopelman analyzes the high demand for accounting services due to changes in business, regulatory requirements, and technology. according to kopelman, a key challenge for accounting firms often lies in mindset, requiring a shift from a risk-averse outlook to a more “positive,” entrepreneurial one.

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four simple game-changers to modernize your practice

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focus on the client experience.

by blake oliver
with david leary

my mom is in her 70s and still gets the taxes organized for her household. she’s been using the same 10-partner firm for the past 30 years. like many small firms, hers had no succession plan, so it recently merged with a big firm – top 25. as you may imagine, her recent tax season experience was disappointing. she submitted all her documents on time and then didn’t hear anything from her new accountant for weeks. finally, she received a return to review and was shocked to see herself marked down as blind. my mom is not blind. there were other errors in her return, including a missing real estate transaction. clearly, it had not gone through a proper review process.

more: nine ways to measure client experience | how the pandemic changed firm mindsets | twelve clues it’s time to outsource or offshore | yes, you have the staffing for cas | why firms shy away from cas | hook your firm on cas | can you identify real cas prospects? | 8 ways to create your cas practice | do you value your cas value?
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my mind exploded, wondering how such a large, well-known firm didn’t have a better quality control process in place. i’m guessing they didn’t even have a workflow management solution. after sharing this story with several cpas at other large firms, i learned that my mom’s situation was not all that unusual.

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aynsley damery: adding value is the only way to stay in business

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rethink the 80:20 rule, because the 80% are likely stealing from you.

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the disruptors
with liz farr for 卡塔尔世界杯常规比赛时间

aynsley damery wants accountants to think more deeply about their work. the ceo for clarity said we need to think about what clients want and deliver it to them, but as simple as that sounds, the problem is he doesn’t “think many accountants truly understand what their clients are looking for.” clients who have started their own businesses are looking for a combination of “money, time and freedom.” however, damery said, we’re selling them dashboards, kpis and cash flow forecasting without explaining why that’s important and what that’s going to do for them. “clients are looking for an advisor who’s going to listen to me, understand my hopes, my fears, my vision, what the challenges are, and be able to be there to support me,” damery said.

more: erik solbakken: yes, you can work less and make more | donny shimamoto: future firm growth requires a mindshift | jennifer wilson: empower young workers to build the firm everyone loves | mike whitmire: re-think your hiring and training practices | hector garcia: success strategies of a quickbooks youtube superstar | blake oliver: why tax work yearns to be free| private equity explodes in u.k. | brannon poe: the status quo must go  | accounting nerds, unlock your super powers  | disruptor: jason statts shakes up the status quo | think small to think big with matt wilkinson | when financial statements go extinct with corey schmidt | can geraldine carter save accountants from themselves? | re-inventing accounting with tyler anderson

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“our clients don’t understand numbers, yet we give them plans with the numbers, and … it doesn’t help,” he said. instead, damery said cpas need to help them understand what they need to do “to make a difference and move their business forward. and that’s not about giving them the answers. that’s about asking the right questions.”

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20 ways to deliver wow! every day

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word "wow!"amaze clients with 8 ways to add real value and 12 ways to delight clients.

by rob nixon

i have been telling accountants to be proactive and add value ever since i started working with you in may 1994.

more on strategy: keep a watchful eye on clients | why clients really stay | 8 ways to build team engagement | how to create 4 new billable hours per day | do you know what clients want? | is your business by design or default? | the world is flat | the profession disrupted: compliance commoditized
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if you are going to remain relevant you are going to have to be proactive and add value. that means the level of wow needs to improve.
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how to create 4 new billable hours per day

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you have more capacity than you think.

by rob nixon
panalitix

i am going to show you how to free up to 4 hours per accountant per day of new capacity – without hiring any more accountants. 

more on strategy:  don’t let technology make you dumber  |  do you know what clients want?  |  what it means to be a real-time accountant | 12 predictions on the future of accounting | will the internet replace cpas? | the profession disrupted: compliance commoditized
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catch rob live and in-person: 卡塔尔世界杯常规比赛时间 readers can save $50 on firm of now events with the discount code “trends” at firmofnow.com.

i’ll use the example of a sole practitioner with accountants. you can multiply the math out for your size firm. you’ll see that by implementing just three strategies you can free up to 4 hours per accountant per day – maybe more. with five accountants that’s 100 hours per week, or 4,500 hours+ per year.

if you have an average hourly rate of just $150 that’s $675,000 of new capacity. you could re-fill the capacity or downsize your team. have i got your attention yet?

let’s get to work. read more →

14 ways to leverage client data for new billings

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chart of client interest in kpitop of the list? cash flow forecasting.

by rob nixon

as you become a real-time accountant, one of the key steps is to strongly recommend that your clients migrate across to a cloud accounting solution. that’ll take 12 to 36 months to systematically help your clients change.

more on strategy: don’t let technology make you dumber | do you know what clients want?  | what it means to be a real-time accountant | are your goals big enough? | is your business by design or default? | 12 predictions on the future of accounting | finding new opportunity in compliance services | the world is flat | will the internet replace cpas? | how offshoring is shaking up accounting | the profession disrupted: compliance commoditized
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let’s assume you have done that. you have spent the time training them. you have helped them to get good data in, so good data can come out.
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11 questions to ask every tax client

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question marksan easy way to introduce clients to additional services.

by ed mendlowitz
how to build a stronger tax practice

many times we have important preliminary discussions when we obtain a client’s tax information.

more on marketing: why cpas are suited to financial planning | tax projections: how and why | how to raise client awareness of services
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skilled interviewing, or effective follow-up techniques, can make these into an additional engagement.

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what’s lousy, the client or your approach?

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ed mendlowitz cpa the practice doctor q and ainvestigate why problems exist.

by ed mendlowitz
the 卡塔尔世界杯常规比赛时间 practice doctor

question: i have a client that is a not-for-profit and they are having a dinner and expect me to attend as well as take an ad.

more practice doctor q&a: too much paper, too many drives | do you want to keep this employee? | how to know everything | checklist for running a practice | hate meeting people? try improv (no joke) | help clients, increase revenue: make sure everyone on staff knows your firm’s full menu of services | how to sell your practice

however, they are a lousy client. they do not give us the requested information until the last minute and then complain we are always late with our report. they pay us months after the bill is sent and then only after quite a few phone calls, and then they complain about the fee being too high when it is half of our time charges – they are on a fixed fee and don’t let us raise it each year. and now they expect a “contribution.” what should i do?
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