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
2 fool-proof email templates for saying no to a client 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,...
by Heather Townsend | 23, Aug 2017 | Account management, Client service, Extraordinary client service
Your new client onboarding process: What needs to be in it? 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...
by Heather Townsend | 13, Jul 2017 | Account management, Client service, Extraordinary client service, Winning new business
How to use extraordinary client service to generate client referrals 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...
by Heather Townsend | 5, Jul 2017 | Account management, Choosing your niche, Marketing, Referrals, Winning new business
Buying behaviour for accountancy services has changed. Have you kept up? 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...
