by Heather Townsend | 2, Sep 2019 | Account management
FollowFollow FollowFollow It’s really hard to say no to a client request, particularly when it involves an invitation for more paid work. Perhaps your schedule is full or they don’t align with your values and your firm’s objectives; maybe they are just a difficult...
by Heather Townsend | 26, Aug 2019 | Account management
FollowFollow FollowFollow Saying “no” is daunting in itself, especially if you have to say it during a phone call or in person. With an email, however, you can take the necessary time to craft the perfect refusal, one that will maintain the professional relationship...
by Heather Townsend | 23, Aug 2017 | Account management, Client service, Extraordinary client service
FollowFollow FollowFollow I’ve lost count of the amount of times I’ve heard a small firm accountancy owner talk about struggling to onboard clients effectively and efficiently. This isn’t a “nice problem to have”… Unfortunately when...
by Heather Townsend | 13, Jul 2017 | Account management, Client service, Extraordinary client service, Winning new business
FollowFollow FollowFollow Many small accountancy firms rely on client referrals as their primary means of acquiring new clients. One of the ways to maximise your client referrals is to deliver extraordinary client service. Extraordinary client service isn’t just...
by Heather Townsend | 5, Jul 2017 | Account management, Choosing your niche, Marketing, Referrals, Winning new business
FollowFollow FollowFollow The way people buy accountancy services has changed, and continues to evolve. Be honest, you know buyer behaviour has changed; but has your behaviour changed? Do your marketing priorities reflect changes in the way your prospects look for and...
