Your instinctive reply to the question posed in the title of this piece is probably “of course not”, says Mark Lee.


‘Relationology’ recognises the importance of relationships in a client’s buying decision, says Matt Bird.


Before we get into the ‘classic mistake’ let me start by asking you a related question, says Mark Lee.


Isn’t it amazing how often we experience really bad customer service. And, when we do, doesn’t it really annoy you?

Mark Lee considers the steps start-up practices can take to ensure they maximise the chance of new contacts becoming clients.


In his latest video blog ICPA Chairman Tony Margaritelli reveals his top 5 tips to gain referral business.

Mark Lee follows up his recent piece about threatening clients with a look at how such situations might be avoided.


I have just had a private discussion with a dear friend on here about a nitwit client, and realised that I need to review how I work out who the plonker prospects are upfront so I can quote them mi


We've undertaken a survey over recent months and asked accountants "Do you feel undervalued by clients ?" .