by Rob Pillans | Mar 23, 2022 | Articles
I’ve recently had a couple of hotel experiences which have reinforced the importance of being able to put yourself in the shoes of your clients and understand what they are thinking, feeling and doing at each stage of their journey with you. Hotel Experience 1 Well...
by Rob Pillans | Feb 24, 2022 | Articles
As an accounting firm coach, assisting firms across Australia, I am very reliant on my calendar in Microsoft Outlook. I use my calendar not just for client and other appointments but for appointments with myself for getting tasks done. I also use it for both personal...
by Rob Pillans | Feb 24, 2022 | Articles
When I was a senior accountant in business services, one of my managers shared with me some tips which were some of the wisest words I have heard. He talked to me about managing expectations. It made a big difference to how I interacted with clients and colleagues...
by Rob Pillans | Sep 14, 2021 | Articles
Going back many years I reckon lots of firm owners had a fear of sharing information, somehow thinking it could be used against them. Over time I’ve seen this diminish and yet I still occasionally come across a firm owner who is reluctant to share information about...
by Rob Pillans | Sep 14, 2021 | Articles
In a recent article Is goal setting useful? I shared some of my research on the pros and cons of goals. In that I promised to share three models for thinking about goals. If you read the earlier article you may recall the conclusion that there is enormous value in...
