Practice Excellence took centre stage on Day 2 at Accountex, with a video interview in which two previous winners shared the secrets of their success.
Sharon Pocock from 2015 Growth Firm of the Year winner Kinder Pocock and Yasser Kahn, representing last year’s Small Firm of the Year SRK Accounting, joined AccountingWEB global editor John Stokdyk to talk about Practice Excellence.
What became clear from the discussion is that Practice Excellence is as much an attitude as a set of specific initiatives. Both firms are constantly looking at how they can improve their processes, and spend a lot of time reviewing the latest technology to see where it can make a positive impact on their plans.
Even more important, both Sharon and Yasser talked about how they involve their teams in client service improvements, holding weekly meetings to share new ideas, or as Sharon put it, “What have we done that’s extraordinary for clients this week?”
Turning to specifics, both firms devote a lot of attention to on-boarding new clients, which has evolved at Kinder Pocock into a three-month “honeymoon period… where clients are really getting the love from us”.
From SRK’s point of view, Yasser explained, “After we spend so much time prospecting and winning that client, the onboarding experience has to be really slick so that they see the value of our offering straight away.”
The onboarding solution that has evolve at SRK relies on “constant touchpoints”, from when the accountants sit down with clients at the start of an enagement. “We understand their real priorities and objectives and what they want to achieve in the immediate time frame, and put time frames and deadlines in place to achieve them,” he said.
“The key is communication - as long as they have that information, then they’re good.” There's a lot more where that came from in the video below:
John Stokdyk also presented a talk at Accountex on The Secrets of Practice Excellence. A more detailed summary of his findings and an update on trends from the latest 2017 Practice Exellence Awards entries will be published in the near future.
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Contributions from the AccountingWEB.co.uk editorial team.