Client relations

Art Kuesel on the importance of taking stock following tax season.

Accounting firms in North America are taking the risk of losing business by making their customers wait on hold for more than 25 seconds, according to new research.

What you know isn’t as important as who you know – your clients

Firms operate based on myths while enduring realities such as slow growth, low profitability, client losses and employee losses.

Capability, courage, commitment and confidence will help you move up the value chain.

What would really change the way the partners at your firm interact with clients?

Like many business owners, accountants can get so wrapped up in their work that they lose track of important administrative tasks.

I am asked frequently how I get ideas, and each time I give a different response.

As a CPA, I deal with many types of clients’ personalities. If I choose only one type, I would not have had much of a practice. And I doubt I would have found that one perfect type too many times. I have been very fortunate to have really nice and very smart people as clients.

Special Report

I have never been the lowest-priced accountant, but neither was I the highest.

Early on my boss took me to a client that I was to work on. He started to explain what needed to be done and what the client did, but then he said, “I hate this client—everything is always messed up and nothing ever makes sense.”

Many of my stories occurred many years ago—some are from a half century ago—so the question is, are they still relevant and why am I telling them now?