The room got quiet. More than 100 accountants and bookkeepers watched as one brave volunteer sat across from me. He put...

As I’m writing this, today is August 31, and tomorrow, September 1, I know one appointment that is always kept. Hal...

Most firms feel good about their client experience because unhappy clients don’t always speak up. Frustrating moments...

When firms talk about growing Client Advisory Services (CAS), the conversation almost always starts with technology,...

Most accounting professionals did not start their businesses because they wanted to become salespeople. They started...

Every leader has been there, standing in front of a team, trying to rally them around an initiative, a goal, a change,...

For years, I told myself the work spoke for itself. The numbers were right. The deadlines were met, and the files were...

For many bookkeeping, accounting, and tax firms, client relationships are governed by a predictable, seasonal...

Years ago, I walked into my financial advisor’s office with what felt like a simple request. Not a new prospect. Not a...

A client leans back in his chair and shrugs. “I don’t even know why I pay you. I could just do this myself. It’s just...