Cleanliness

The bathroom facilities at Disney Parks are clean. It’s not a profit center. They don’t make them clean because they’re going to charge you to use them. They make them clean because if they didn’t, you’d have a reason not to come.

Take this thought process inside a CPA firm. Your clients judge you on little things. That is why the work is reviewed, reviewed again and again. The content of the tax return, financial statement, or other report being delivered to the client must be absolutely accurate.

The client assumes you are accurate in your work. That is why they hired a CPA in the first place. You know how to do things they do not know how to do. They assume you know accounting and tax if you offer those services.

The client will judge you on:
  • A smudge on a page of their financial statement.
  • A crooked label affixed to an envelope.
  • Mis-spelling their name!
  • Sending something to the wrong mailing address.
  • Misspellings in emails.
  • The sound of the voice of your Director of First Impressions.
  • Not offering to hang up their coat.
  • Not offering them beverages.
  • Not having tissues available in the lobby.
  • Not returning their emails and phone messages quickly.
Why do you want to pay special attention to all these little things? If you don’t it might give them a reason not to come back.

"It's the little details that are vital. Little things make big things happen."
John Wooden





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Rita Keller is a nationally known CPA firm management consultant, speaker, author, mentor and blogger. She is a former shareholder and administrative partner in a successful, regional CPA firm and has over 30 years hands-on experience in CPA firm management, marketing, technology and administrative operations. She works with firms across the country focusing on people, partners and internal management issues.

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