Client complained I was slow in responding to his query

Client complained I was slow in responding to...

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I responded to one of my client queries  the next day of receving his email. He was not 100% happy. He said he wanted a response the same day. Next day was late.

His query was routine one. It could have waited till the next day. I normally respond the same day. This just got missed.

This just made me think in the world of eletronic communications clients expectations have really risen. Response in 24 hours is considered late!

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Red Leader
By Red Leader
22nd Oct 2010 11:07

unreasonable

I think you have a problem client. Perhaps I flatter myself but I respond to client's emails on a similar timescale as you mention and clients generally regard me as being prompt and responsive. Some accountants don't even return client calls until they've left several messages! Don't turn your working day upside down in order to enter into real time Blackberry babble.

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By Moonbeam
22nd Oct 2010 11:08

Client response time

I am known for answering the phone almost as soon as it rings and people complain that they were waiting for the answering machine - so you can't win.

I do respond quickly to queries but if I'm out the day that an email is sent I think it's still very quick to reply the next day.  Having got rid of most of the whingeing clients I have a very appreciative lot. Your demanding client sounds as if he will be a pain in the neck for lots of other things.

The only problem with being known to respond fast is that it becomes an expectation and when you've got flu etc and are having to take to your bed in the afternoon the pressure can get a bit much!

 

 

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By Gary Hornby
22nd Oct 2010 11:12

Not really "late"

I wouldn't consider a next day response "late", but I always try to respond the same day (depending on when I turn off my PC/mobile for the evening!). Assuming you have access to a communication device then a holding statement sent the same day should usually suffice for non-urgent queries until you are able to offer a more considered response.

Regards,

Gary

www.ghornby.co.uk

 

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Image is of a pin up style woman in a red dress with some of her skirt caught in the filing cabinet. She looks surprised.
By Monsoon
22nd Oct 2010 11:13

Not unreasonable

24 hours is fine.

Some time management ideas say you should have 2 slots in the day for dealing with email, as if you pay attention to it as it comes in, it's a distraction. That would mean same day is not possible in some cases.

If it was me, I would email him back and politely inform him that your standard response time to an email is within 1 working day, but most emails get answered sooner.

If he's snotty with that, might indeed be a problem client.

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Stewie
By Stewie Griffin
22nd Oct 2010 11:40

Hope he never has to deal directly with HMRC

If he thinks next day is slow, heaven help him if he ever has to deal directly with HMRC!!

I think within 24 hours is reasonable for "non urgent" stuff.  Trouble is, sometimes what's not urgent to us can be urgent to a client.  Had one myself this week, he wanted me to work out exactly what the tax costs would be on him getting a new car (company v personal).  I said I'd look at it this week for him, which wasn't good enough as he was sat outside the dealership!

 

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By Steve Holloway
22nd Oct 2010 12:26

Set expectations at the outset..

I always tell new clients that I will deal with their emails at least once per day but if I am in meetings all day then it will be following morning. I am fond of telling them that I am an accountant and not a brain surgeon so 24/7 contactibility should not be a requirement!. If your client is sitting outside a garage and hasn't checked the tax situation beforehand then the error is on his part not yours!! 

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By Bob Harper
22nd Oct 2010 12:41

Welcome...this is how we play the game

So, this is where a Welcome Book works. You set expectations and support services levels with guarantees.

You send a Welcome Book out before you meet with a client and discuss it when you meet. But, it is fair to say that all of us expect more. I love my iPad because I can be online in a few seconds. The new Google search saves 2-5 seconds.

How long do most accountants complete their clients’ accounts after the year-end? There is an opportunity.

Use voice mail to manage by leaving descriptive messages and use out of office for email.  You could even publish your diary online so clients can see when you are in and when you are out!

As regards this guy, apologise and ask what he would like you to do to compensate him!

Bob Harper

Portfolio Marketing

 

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Sharon Pocock
By Sharon Pocock
22nd Oct 2010 12:54

manage your client

I have a client who used to be like that.  He complained because he expected to be able to speak to me every time he phoned.  I was able to apologise and have a good chat, and now he knows I will get back to him as soon as I can, and I always do.  He also complained about fees not long after I'd started working on a particular project, so again, I was able to have a good chat and explain what work had been done (he hadn't thought about the work I'd done after our meeting etc).

He's now really appreciative of what I do for him, and one of my best clients.

 

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Universe
By SteveOH
22nd Oct 2010 13:06

Autoresponders?

I am not sure exactly how they work but I believe that autoresponders can be set up on your email account with a specific message from yourself that is automatically and immediately sent back to the emailer - something along the lines of "Thank you for your email. I will respond within the next ??? hours".

Incidentally, I don't think that a response the next day is late.

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By Jason Dormer
22nd Oct 2010 14:29

Bigger picture

Everyone tries to respond to emails the same day but sometimes, as has happened here, it isn't always possible - this is the real world.

Did the client specify within his email that he wanted a response on the same day?  If so then you should have responded - if not then he is being unreasonable.

I personally wouldn't apologise - I would say to the client that you always aim for same or next day response and that this has been met.  If query is urgent nature then you would expect that to be communicated to you either withi the email or, more appropriately, by 'phone call.

One thing to think about though, clients don't usually complain on one small point unless they feel they are not getting the service generally - debits and credits.  I would ask the client if there are any other areas of concern.

 

 

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By cymraeg_draig
22nd Oct 2010 14:46

Dont be bullied by stupid clients

Everyone tries to respond to emails the same day ....

Posted by Jason Dormer on Fri, 22/10/2010 - 14:29

 

No they dont :)

As far as I'm concerned I will respond to clients in my own time when I'm ready to. Certainly I would NEVER give any guarantees or promises.

My response to a client moaning would simply be "do you want a right answer, or a fast answer?".  

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FT
By FirstTab
22nd Oct 2010 16:58

Thanks

Thank you all for a really good and a helpful response.

Is there somewhere or someone from whom I can buy, beg, borrow or steal a welcome pack/letter outline the way we work, of course I would adapt it. So much easier when there is something already there to work with.

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By Bob Harper
22nd Oct 2010 18:59

Create your own

@FirstTab - I would urge you to invest the time creating your own because you need to emotionally own it.

Look at this as the most important element of your marketing function but here is a link that may help you click here.

Bob Harper

Portfolio Marketing

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By Jason Dormer
22nd Oct 2010 19:40

Reverse it

Of course the other thing to look at is how quickly the client responds to your messages / emails.  Very often the one's that complain if you don't get back them immediately are the ones who are slow in getting information from and never return calls and emails.  They leave everything until the last minute and then everything becomes urgent urgent urgent.  Thid is disrespectful for your time.  Don't know whether its applicable in this case but would be interested to know?

Take Stewie's example above, if the client was stupid enough to overlook getting in touch with his adviser about the tax implications right up until the point when he is sat outside the car dealership then it's an urgency of his own making.

The majority of clients are good, honest, reasonable and a pleasure to deal with - I really have no time for the minority who think that the world revolves around them.  All the welcome packs in the world won't stop them from being a general pain and never missing an opportunity to irritate.  As Sir Alan (sorry, Lord Alan) said on the apprentice this week - try to please everyone all of the time and you will soon be out of business.

 

 

 

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By happy
23rd Oct 2010 12:08

This is 2010 not 1980

I am actually going to disagree with most of the responses - I do think 24 hours is late.

If I send an email I want, and expect, a reply on the same working day, and I actually see no reason why you cant do so. If you have an effiecient and organised set up utilising systems and technology it's not rocket science.

I'm not saying you have to reply in full, but I believe a response is essential - really their is no reason why all emails cant be responded to within a few hours. An autoresponse is also fine but no response within 24 hours is I think unacceptable in 2010.

I think some of us need to remember ultimately we are providing a service, and if we dont provide excellent levels of service someone else will. It's all about choice.

 

 

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By Jason Dormer
23rd Oct 2010 13:27

Disagree

Yes excellent service should be provided but as c_d points out, a fast response isn't any substitute for the correct one.  A reasonable client would appreciate a detailed, thorough and concise response the next day than a quickly, ill thought out response on the same day.

It is irrelevent whether we are in 2010 or 1980, the client has to excercise common sense - if it was imperative that a same day response was given then he should have telephoned to convey that.  Email problems occur, the accountant may not have been in receipt of the email, or may have been off sick or may have been unavailable for any number of reasons.

My lawyer sometimes takes two days to respond to my emails - would I like a quicker response? Sometimes yes, but I am realistic - take onto account the whole service, his other client commitments, our relationship, and the quality of advice then I am happy.  That is why I think OP should question the client to see if her is happy with overall service.

If some clients deem the excellence of the service by the response times of the emails then if they choose to choose another agent then so be it - most accountants look at quality of clients as well as numbers. Some accountancy franchises guarantee a two hour response to emails but you have to look at the quality of these responses.

 

 

 

 

 

 

 

 

 

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By cymraeg_draig
23rd Oct 2010 13:52

Tail wagging the dog

 I send an email I want, and expect, a reply on the same working day, and I actually see no reason why you cant do so. If you have an effiecient and organised set up utilising systems and technology it's not rocket science.

 

Posted by happy on Sat, 23/10/2010 - 12:08

 

You're in danger of letting the tail wag the dog. What if you're off ill, on holiday, out of the office, or just too dam busy?  Once you allow clients to expect instant replies you will soon have them demanding their accounts back the next day, ringing you at all hours of the day and night, and not paying you a penny extra for being their lapdog. 

 

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By happy
23rd Oct 2010 16:42

Responding to emails

I dont expect a fully detailed reply - I said I expect a response (that's very different)

Again in 2010 I truly see no reason why any email cant be responded to on the day of receipt.

In my book thats service.

If you cant spend a few seconds sending a personal acknowledgement why not set an autoresponse, much better in my opinion that the client perceiving they arent important enough for you to respond to.

I suspect we'll have to agree to disagree, but in my book it equals good service and again I think some of us forget the importance of that.

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By cymraeg_draig
23rd Oct 2010 17:58

Making a rod for your own back .

 

I suspect we'll have to agree to disagree, but in my book it equals good service and again I think some of us forget the importance of that.

 

Posted by happy on Sat, 23/10/2010 - 16:42

 

After 40 years, and with in excess of 6,000 clients on our books I think I know a bit about customer service, particularly as most of our clients have been with us for 20-30 years and some are 2nd and even 3rd generation clients.

What i also know about is the danger of encouraging unrealistic client expectations. Quite simply clients need to be firmly told that emails, letters, phone calls, etcetera will be responded to IF they require a response, and if they do, it will be done depending upon the urgency AND that we will not reply without first ensuring that their quiery can be answered properly, correctly, and accurately.

 

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By dbowleracca
24th Oct 2010 07:45

Agree with happy
I have to agree with happy, in that it is important to acknowledge the email has been received and will be dealt with.

A quick email to say "thanks for your email. We will look into this and get back to you as soon as we can. If your enquiry is urgent, please call us on xxxx so we can discuss your enquiry in more detail and give you a more speedy response."

the client then knows at least that your emails are working and that they need to phone if they want urgent help.

I say all this because, one of the things that annoys me is bot knowing if someone has received or read an email I have sent - one of the drawbacks of communicating this way - and if I know they have received it I can then wait for them to get back to me.

@firsttab you didn't mention if the client had asked for a response the same day or said it was urgent. Did they? Also, as Jason has said, most clients won't actually complain about something this trivial unless they have been disappointed with service previously. Is this the case with this client? Do they regularly chase you for work you are doing? Of course, they could just be a PITA!

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By happy
24th Oct 2010 10:17

Whats really stopping you replying to emails promptly?

First Tab my advice to you - consider what it is that stops you from responding to emails on the day you receive them, as you say yourself - ''in the world of eletronic communications clients expectations have really risen'' you arent wrong.

What stops you sending a quick response - ''Many thanks for your email I will reply in full to the points raised on xxxx'' - it takes seconds, it shows the client you have received the email, and that the client is important to you. In my book that's also basic courtesy. It shows they are getting good service.

CD sometimes you do make me smile  - you remind me of Mrs Maher of Mary Queen of Shops fame.

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By cymraeg_draig
24th Oct 2010 11:55

Who ?

CD sometimes you do make me smile  - you remind me of Mrs Maher of Mary Queen of Shops fame.

Posted by happy on Sun, 24/10/2010 - 10:17

 

 

Who ??????????????????????????????????????????

 

OK I have now googled that (I dont tend to watch such pointless programmes) - and you couldnt be further from the truth. I simply offer advice from someone who has "been there and done that" and, without blowing my own trumpet, continues to be extremely succesful.

I would suspect that our practice is in fact light years ahead of 99% of practices in the UK. We were one of the first to fully computerise, we introduced total flexi working in the mid 70's before other companies had even heard of it, we have a continuing programme of sponsoring trainees through their studies, we have had an equal pay policy since day one, we have paid substantial annual bonuses to ALL staff (even the office cleaner) every single year we have been in business, and we very, very rarely lose clients and even more rarely lose staff.

Indeed I recently read an article about Google's offices and their allegedly revolutionary staff policies, and can only say - what took them so long to copy us?

My comment regarding not instantly answering emails is quite simple. 

An automated reply is meaningless and indeed potentially misleading as the recipient could well be out of the office ill, or on holiday, so an automated response raises false expectations of an immediate full reply. It is pointless and a waste of time to attempt to reply with personal "holding" emails. This again shows only that it has been received, not when it will be answered.  If an email is sent and not received by the recipient (wrong email address) the client should receive an undelivered message anyway.  

So apart from wasting time and raising unrealistic expectations in clients there is no practical purpose served by same day responses.

Indeed I would suggest that if clients feel the need for such reassurance then they clearly have little trust in their accountant - which seems to be a problem that the accountant should be very concerned about.

 

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By happy
24th Oct 2010 17:10

To CD

I simply offer advice from someone who has "been there and done that" and, without blowing my own trumpet, continues to be extremely succesful - so do I.

Shame you didnt watch the 'pointless' programme it was very amusing.

Again in 2010 I see no reason why an accountant cant respond to an email with 24 hours.

My view - I think more and more clients will expect it as the norm, and those that cant be bothered, or cant organise themselves to do so, will loose clients to those that can, and will - I see it happening already.

CD old chap we'll agree to disagree.

 

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By Bob Harper
24th Oct 2010 18:36

Old chaps

@CD – I am always looking for slogans and explicit service standards firms can use in their marketing. You know, on their Websites, Welcome Books, service level agreements, back of business cards and even on voice mail.

Yours is a classic:

"I will respond when I'm ready to”

Do you broadcast this service standard? 

The reality is that email is just another for of communication and not too dissimilar to the phone.  More and more people expect faster and fast response times - same day is not exceptional.

Personally, if I do not get the level of responsiveness from service providers I expect, no problem but I do not regard them as premium providers so they do not get the right to charge a premium prices. If they try I give the price pressure. So, timeliness of service is about protecting prices as much as anything else.

As regards automated and holding emails, these let the sender know their email was received and can set expectations with a specific time for a full reply. And, if the person is off sick or at a course, it can tell them to call and ask for a specific colleague. Client expectations are being set by all service businesses, not just yours.

Having said that FirstTab should be addressing standards during the engagement and ensuring this type of clients is identified as high priority/price.

Bob Harper

Marketing for Accountants

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By cymraeg_draig
24th Oct 2010 19:17

Seems some people really do let the tail wag the dog

@happy

Shame you didnt watch the 'pointless' programme it was very amusing.

Again in 2010 I see no reason why an accountant cant respond to an email with 24 hours.

My view - I think more and more clients will expect it as the norm, and those that cant be bothered, or cant organise themselves to do so, will loose clients to those that can, and will - I see it happening already.

CD old chap we'll agree to disagree.

Posted by happy on Sun, 24/10/2010 - 17:10

 

Firstly, I am not your or anyone elses "old chap" and I find the term condescending and offensive.

Secondly, there are numerous TV programmes where so called self appointed "experts" pontificate and lecture other businesses. Nine times out of ten these so called "experts" talk utter drivel. It would be very interesting to assess the success rate of businesses who follow their "advice" - I suspect it would be very low.

No two businesses are the same - I dont care if they are both manufacturing left handed tea pots, and selling them for the same price to the same supermarket.  The fact is that a business is NOT about what it does, it's about the people who ARE that company. 

I would happily let you promise everyone of our clients "same day replies to emails" - you wopuldnt pick up a single client. 

Clients require thought out, accurate, and complete responses to their enquiries.  They very rarely expect or want a same day answer.  Indeed if it is that urgent they will pick up the 'phone and ring, not email.  Of course, you are probably not available to take their calls as you're too busy answering meaningless emails. 

Tell me, can you guarantee to answer urgent 'phone calls from 6am to 10pm 7 days a week?  We can & do.  Email is merely a letter that bypasses the snail mail - it is not a medium used by those actually in need of an immediate response - that is what the telephone is for.

 

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@Bob

CD – I am always looking for slogans and explicit service standards firms can use in their marketing. You know, on their Websites, Welcome Books, service level agreements, back of business cards and even on voice mail.

Yours is a classic:

"I will respond when I'm ready to”

Do you broadcast this service standard? 

Posted by Bob Harper on Sun, 24/10/2010 - 18:36

 

Our clients know exactly what to expect - the best service money can buy from a firm that looks after its clients and doesnt try to con them into parting with their hard earned cash for "services" they dont need.

Our clients are also intelligent people with sufficient common sense to pick up the phone or come to the door if they have an urgent problem.  They also have the common sense to email quiries that they want an answer to at some time in the next few days.

Tell me Bob, if you had been arrested and were being held at a police station and required urgent assistance - would you email your solicitor?  Or would you phone him?    If the tax man was at your premises threatening to seize your goods would you email your accountant? Or would you ring him?

People use the telephone for truly urgent problems - they use email to bypass the snail mail for things that are not that urgent.  At least, thats what intelligent people do.

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Personally, if I do not get the level of responsiveness from service providers I expect, no problem but I do not regard them as premium providers so they do not get the right to charge a premium prices.

 

Posted by Bob Harper on Sun, 24/10/2010 - 18:36

 

What do you want Bob?  The fasted accountant - or the best - you're not going to get both together.

I have no idea whether we are the cheapest or the dearest - and I really couldnt care less.  We charge what I believe our services are worth, we have no complaints, clients stay with us for life (20-30 years is not unusual), and we make are succesful.

We have been succesful for 40 years and continue to grow, and, have staff who (like our clients) stay with us for life.

And the point is, that in all that time we have never once resorted to americanised business gobbledy gook and theories propogated by so called "gurus" who are, without exception, merely self opinonated fools with no idea of operating in the real world.

 

 

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By Bob Harper
24th Oct 2010 22:16

Lucky to have you services, right?

@CD – the point is your attitude to clients, not how good or bad you are. You want me to tell you - I wouldn’t telephone, email or tweet someone who shared your attitude for help because there is always someone else who will show a little more respect and a lot less arrogance.

Bob Harper

Portfolio Marketing

 

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By cymraeg_draig
24th Oct 2010 22:42

I'm not playing your silly games Bob, so stop wasting your time.

@CD – the point is your attitude to clients, not how good or bad you are. You want me to tell you - I wouldn’t telephone, email or tweet someone who shared your attitude for help because there is always someone else who will show a little more respect and a lot less arrogance.

Bob Harper

Portfolio Marketing

 Posted by on Sun, 24/10/2010 - 22:16Bob Harper

 

 

The point of a forum is to put ones views and experiences so that others might learn from them.  You however seem to use it to sell your business and to bore us with your salesman's patter.  You show no respect for those older, wiser, and more succesful than you, and yet again seek to use a thread to pursue some petty personal vendetta you seem to have against me.

Now remind us again Bob - which of us has built a succesful practice - and which had their business fold?

I suggest you stop forming opinions based upon one comment that you have seized upon to try to "score points" in your silly little game of oneupmanship.  By doing so you simply confirm your dogmatic approach and lack of real understanding of the dynamics of a succesful practice.

I have great respect for our clients - and they respect us - including not expecting us to be and their beck and call 24/7.  We are a PROFESSIONAL practice - but if you want to work like an oncall plumber - good luck - you will need it and so will your clients.

 

 

 

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By Bob Harper
25th Oct 2010 08:56

Who are your trying to impress?

@CD – yes, the point of the forum is to share views and I do that but what has age got to do with respect? I show respect to young and old alike - the issue here is that my opinion is not the same as yours.

My comments are not personal. I do not have a vendetta against you; I have no idea who you. You on the other hand do know who I am.  All I am doing is highlighting what I consider to be an outdated old-school attitude, you just put yourself forward as an example.

I will have respect for you when you stop dragging up a liquidated company. First, you do not know the circumstances and second even if it was my entire fault scoffing as someone else’s misfortune is one the lowest forms of behaviour. This is not something a well rounded, successful entrepreneur does and the only time I see this is with people who try and push others down to make themselves look bigger than they are.

I agree being professional is vital, the only question is what professional means. The services provider returning calls when they are ready and decide what they will and won't respond to or understanding clients expectations and working to exceed them at every opportunity?

Bob Harper

Marketing for Accountants

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By cymraeg_draig
25th Oct 2010 09:50

Respect - look it up Bob

 

I will have respect for you when you stop dragging up a liquidated company.

Posted by Bob Harper on Mon, 25/10/2010 - 08:56

 

I have NEVER made any reference to it before - not once.  So I suggest you ask yourself why I was finally so annoyed that I did mention it.  I also suggest you now eaplain your above comment in light of the fact that as I have never referred to it before that demonstrably is not the reason for your attitude.  

 

 

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First, you do not know the circumstances and second even if it was my entire fault scoffing as someone else’s misfortune is one the lowest forms of behaviour.

Posted by Bob Harper on Mon, 25/10/2010 - 08:56

 

I see - but making offensive ageist comments such as "old chap" and accusing others of being arrogant ( QUOTE - I wouldn’t telephone, email or tweet someone who shared your attitude for help because there is always someone else who will show a little more respect and a lot less arrogance) apparently IS something you happily stoop too.  How low is THAT form of behaviour exhibited by you Bob ?

Hypocrisy is a common trait amongst salesmen it seems.

 

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I agree being professional is vital, the only question is what professional means. The services provider returning calls when they are ready and decide what they will and won't respond to or understanding clients expectations and working to exceed them at every opportunity?

 

Posted by Bob Harper on Mon, 25/10/2010 - 08:56

 

Again your theoretical clap trap nbears no resemblance to day to day practicalities.  So you are claiming that if I was your customer and emailed you, you would immediately reply and you say that this indicates an efficient organisation "understanding clients expectations" ? 

No it doesnt. 

It indicates professional" so short of work that he has nothing better to do than sit waiting for someone to email him - hardly inspiring. 

  

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By Becky Midgley
25th Oct 2010 10:15

Bob and the Dragon

Here we are again, folks.

You've both made your point, and you've both crossed a line. Leave it there now please.

I shouldn't need to go into details of who did what to whom, it is perfectly obvious above, but if either of you should like to sound off then please do it to me via private message and not here. You have hijacked yet another thread in which to continue your dispute and it is unfair on the OP and the other members who have taken part in this discussion - they do not deserve to be bombarded with email alerts of updates from you two taking shots at each other.

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By cymraeg_draig
25th Oct 2010 10:30

Becky
 

I apologise Becky - but when I am subjected to scurrilous comments in public then I will respond as is my right.

I did not subject anyone to a personal attack - I merely responded to a personal attack upon me by someone who has repeatedly subjected me to personal abuse.

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By Bob Harper
25th Oct 2010 10:53

Unprofessonal

 @CD – are you sure you have not mentioned this before? One thing that springs to mind is a post you made and then deleted but not before I got a notification from AW. I kept this as a souvenier amongst the many negative exchanges we have had here. 

You were referred to as “Old Chap” by happy. I simply used it as a reference in a heading and I did this before you explained you find the term condescending and offensive. It was probably used because you keep going on about your 40 years of experience.

As regards my behaviour, you asked me to tell you what I would in a situation do and I did. How is this hypocritical?

Everything I suggest/recommended is used in the real world, it is just not your experience. I appreciate that your map of the world does not allow you to see or accept new ideas. I understand, new and different ways of working and thinking are challenging; some prefer to die rather than change their mind.

The need for the familiar can be stronger than the will to survive. This is the threat accountants need to come to terms with because technology and new competition are eating away at the accountants traditional grazing patch.

By the way, ion my book professional does not mean too busy to check and respond to emails the same day. If anything, being too busy is unprofessional but the issue is attitude. And having the mindset that you respond when YOU are ready is the high of arrogance is a service sector. Your are there to serve clients, not the other way around.

Finally, I do not understand why this is such as issue, your respond here quickly and suspect another one within the hour, let alone 24.

Bob Harper

Marketing for Accountants

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By Bob Harper
25th Oct 2010 11:01

Becky

I responded before your comment but put aside the detail of the exchange, the question of responsiveness and attitude/culture is a key issue. This is a clash with the old and the new - we are humans so there is going to be some emotion.

Bob Harper

Portfolio Marketing

 

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By Steve Holloway
25th Oct 2010 11:15

Problem with the new ....

is that next year it is outdated. Not saying we should never change but just maybe a bit of caution to see what actually takes off is no bad thing. Nobody wants a loft full of Betamax video players do they!

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By Becky Midgley
25th Oct 2010 11:14

I disagree Bob

This is just another excuse for you and the Dragon to goad each other. I also do not agree that your comment was posted before you had a warning from me, the comments are date and time stamped.

You have both completely disregarded my request to complain about this in private, thus proving my point that you two take any opportunity for a public debate/dispute - so enough now please gentlemen.

Any subsequent comments not relevant to the OP and which contain deliberately inflammatory material will be deleted. If it continues unabated then the thread will simply be locked.

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By Bob Harper
25th Oct 2010 11:57

Betamax

@Steve – timing is everything and I agree about proceeding with caution; that is one of the shared fundamental principles behind good accounting and marketing.

The ability to change and adapt is a key driver of success and there is value in the old. I just checked out ebay and Betamax recorders are going for £295 but I would rather be selling iPads.

Bob Harper

Marketing for Accountants

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