Cumbrian accountancy practice Lamont Pridmore walked away with the best medium-sized firm gong at the Practice Excellence Awards earlier this year. Managing partner Graham Lamont caught up with AccountingWEB to explain how customer satisfaction has been key to his firm's success.
Lamont said the firm was doing at least two or three unique things, in particular, providing a comprehensive customer care programme.
The plan consists of four meetings or telephone calls, depending on the size of the client, each year.
The meetings include: