This on-demand session is available to watch instantly after purchase at the time of your choosing and will expire within 12 Months of purchase.
Date recorded: April 2023
Great (deep and tight) client relationships are one of the real competitive advantages that small to medium accounting firms can have. In this webinar Rob Pillans shares his thoughts on the importance of client relationships and the client experience and how to build and maintain relationships that result in very happy, loyal, long term clients. He shares his 11 foundations for great client service and relationships and explains why believing you can consistently exceed client expectations is a “mug’s game” (and why you don’t need to)
Topics Covered:
- Why client service and relationships matter
- Benefits for your team and your firm & Benefits for your clients
- Characteristics of a great client relationship
- Foundations of great client service and relationships
- Select & understand the right clients and exceed client expectations
- Set expectations up front
- Self confidence and knowing your value
- Firm culture led from the top
- Understand the client experience
- Systems and training
- Build trust
- Collect and act on feedback
Benefits & Learning Outcomes:
Participants will come away with a sound understanding of the importance of great client relationships and the foundations they can put in place to make great client relationships one of the keys to their success.
Recommended for:
Owners, managers and senior accountants and others involved in client relationships within an accounting firm.
Meet Your Speaker: Rob Pillans
For 30 + years Rob has been working in and with accounting firms. He is the founder of Planet Consulting and coaches, mentors, trains and consults to the owners of small to medium accounting firms across Australia to help them run better firms and achieve their goals. Few if any can match the depth and breadth of his experience in the management of accounting firms. He has worked in five firms – 1 as GM, 2 as CEO and 2 as Finance and Admin Manager and spent 10 years doing client work in both audit and business services.
Rob is a Fellow of Chartered Accountants Australia New Zealand and holds a Masters degree in Business Coaching in addition to his accounting degree.
