by Rob Pillans | Sep 27, 2018 | Articles, Business Strategy, Client Management
One of the things you might hear in the accounting profession is a call to categorise or segment your clients. Typically this involves finding ways to categorise them as A, B, C or D (or something similar) and then focusing on servicing better the A’s and attracting...
by Rob Pillans | Aug 30, 2018 | Accounting Firm Management, Articles, Business Strategy, Client Management
As an accounting firm coach I travel quite a bit to work face to face with accounting firm owners. As a result, I spend a bit of time in hotels. I like to try different ones and am constantly surprised by what they don’t get right. It also struck me that there are a...
by Rob Pillans | May 29, 2018 | Articles, Client Management, Practice Management
I recently had a visit to Specsavers for my regular eye test and update of my glasses. It was a very good experience which made me realise that Specsavers could teach accountants a lot about processes and customer service. My observations are: The shop is custom built...
by Rob Pillans | Apr 27, 2017 | Articles, EOFY
We are approaching two months out from the end of the Australian financial year end. A great time to identify your goals for between now and EOFY. My view is that these goals will be both in respect of your clients and your own business. In short, I’d like to see...
by Rob Pillans | Sep 28, 2016 | Articles
In my last article on accounting firm management I focused on attracting the right clients and promised another article on retaining them. Although I’m writing this in respect of accounting firm management, the principles can be applied across other businesses,...
