Positioning Your Lobby for a Great First Impression

The client experience starts long before a client sits down in your office for their first appointment. One piece of the client experience, and possibly the first impression of your firm, is your office lobby.  What message does it convey? … Continued

All About Fees

Clients expect their professionals to be able to discuss their fees but are usually just as scared to ask about them as you are to bring them up. As their accounting professional, it’s your duty to articulate your fees to … Continued

Spotlight on LBMC and Client Experience

Client experience is something that many accounting firms and marketing professionals are talking about, but very few can explain. In a 2010 Huffington Post article[1], CEO and founder of Zappos, Tony Hsieh wrote about how the new and (somewhat) improved … Continued

Take the Fear Out of Client Transitions with These Tips

While client relationships shouldn’t be transitioned too often, occasionally it makes sense to realign clients with key people in an organization. Practical client transitions are often triggered by retiring partners, a re-alignment to specialty niche teams, and the need to … Continued

Five Ways to Digitalize Your Proposal

Proposals are a big part of doing business for any CPA firm. While a proposal won’t win you business, it can certainly lose you business. Proposals today must be digitally friendly. Here are five ideas to make your proposal more … Continued

Foundations of Client Service

Client service is something every firm claims to do well, but not something every person can execute well on. Sadly, it’s this disconnect that often makes or breaks a client’s experience with your firm. So, what do your clients really … Continued

The Right Way to Fire a Client

  Part of growing your professional service firm means you will have to occasionally evaluate your clients and make the decision to let go of the ones that just aren’t profitable or a right fit for your firm. This isn’t … Continued