Building Authentic Client Relationships
By: Amy Vetter, The B 3 Method Institute
August 2024 IN THIS ISSUE:
► Building Authentic Client Relationships
► Preferred Provider Spotlight - Paro
► Leading Partners Retreat & Firm Management Roundtable in Boston
► Member News
► CPAmerica Insights –Michelle Powell
In our client relationships, authenticity is no longer a nice-tohave; it’s a musthave, shaping how accounting professionals engage with their clients. It’s about moving beyond the numbers to build relationships grounded in honesty and mutual respect, ensuring that every interaction adds real value.
The Foundation of Authentic Relationships
At the heart of authentic client relationships lies a triad of honesty, transparency, and mutual respect. These relationships are characterized by open communication, where both parties feel heard and valued.
Authenticity acts as the cornerstone, enhancing client satisfaction and cementing long-term loyalty and trust. In a professional setting, this translates into creating partnerships that thrive on understanding and mutual support. The role of authenticity, therefore, is critical—it’s what transforms a professional relationship into a trusted partnership.
Key Strategies for Building Authenticity with Your Clients
Active Listening and Empathy
• Active Listening: To genuinely understand your clients, engage in active listening. This means fully focusing on the speaker, understanding their message, acknowledging it, and responding thoughtfully. Techniques
include paraphrasing what you’ve heard and asking open-ended questions to dive deeper into their needs and concerns.
• Empathy: Demonstrating empathy involves putting yourself in your clients’ shoes and showing genuine concern for their issues. It’s about understanding their challenges and offering support, which, in turn, strengthens your rapport and trust.
Consistent Communication
• Open Lines of Communication: Establish and maintain open lines of communication with your clients. Regular updates and check-ins keep clients in the loop and demonstrate your commitment to their success. Be accessible and responsive while still having boundaries.
• Leveraging Technology: Use technology to enhance the personal touch in your communications. This could be through personalized emails, video calls, or secure online portals that provide easy access to financial documents and updates. It’s important to ensure technology complements rather than replaces the human connection.
Personalization and Customization
• Tailoring Services: Understand each client’s unique needs and tailor your services accordingly. This might involve customizing your approach to financial planning, tax advice, or business strategy to suit their specific situation.
• Impact on Satisfaction and Retention: Personalization significantly enhances client satisfaction and retention. When clients feel their individual needs are being met, they
are more likely to stay loyal to your firm and recommend your services to others.
Transparency and Honesty
• Upfront Communication: Be transparent and honest about your services, fees, and any potential conflicts of interest from the get-go. Clear, straightforward communication is the quickest way to build trust and credibility.
• Fostering Trust: Transparency fosters trust and strengthens your professional relationships. Clients appreciate openness and are likelier to engage in a long-term partnership when they feel fully informed and respected.
Shared Values and Goals
• Aligning Values: Take the time to understand your clients’ values and ensure they align with your practice’s approach. This alignment deepens the connection and ensures that you work towards common objectives.
• Collaborative Goal Setting: Work collaboratively with your clients to set and achieve mutual goals. This partnership approach to goal setting and achievement reinforces the client’s confidence in your services and solidifies your role as a cherished advisor.
Assessing the Strength of Client Bonds
Maintaining the authenticity of client relationships poses unique challenges in the digital era. The convenience of digital communication tools can sometimes lead to a depersonalized approach, risking the depth and warmth of connections we strive
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Amy Vetter
Preferred Provider Spotlight
Paro
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Continued from Authentic, on page 1
Common pitfalls include over-reliance on automated responses, lack of personal touch in communications, and the potential for misinterpretation without the cues of face-to-face interaction.
It’s essential to use technology thoughtfully to navigate these challenges. Personalized emails, video calls instead of standard phone calls, and secure client portals for collaborative work can help bridge the gap. These solutions maintain and can enhance the personal connection by showing attentiveness to client preferences and adapting to their comfort with technology.
Takeaway
The heart of building and sustaining strong client relationships in the accounting industry lies in authenticity. In a profession where trust is paramount, ensuring each interaction is characterized by genuineness, understanding, and mutual respect is crucial. As we balance leveraging digital tools and maintaining the human touch, let’s remember that authenticity should always be at the core of our client engagement strategy.
Whether through personalized communication, empathetic listening, or transparent dealings, these efforts will not go unnoticed. By committing to authenticity, we enhance our professional relationships and reinforce our invaluable role as advisors in our clients’ success stories.
This commitment to genuine connections, underpinned by strategic use of technology, ensures our bonds with clients remain strong, meaningful, and mutually beneficial, setting the foundation for lasting and fulfilling partnerships.
member of the firm for nearly four years, previously serving as a senior tax associate.
management. Her comprehensive background encompasses in-depth knowledge and practical experience in HR management and compliance for government contractors. “We discovered a great alignment between Alissa’s experience and the HR services we want for our clients,” noted Brandon Smith, Anglin’s managing partner. “This new services line fits perfectly into our comprehensive business advisory solutions for a variety of industries.”
Dean Dorton expands into Texas
Skinner, who has been with the firm for nine years, previously served as audit manager at the Wilmington, Del., office. In his new role as non-equity partner, Skinner will play a crucial role in guiding strategic initiatives and client relations within the firm. Skinner brings a wealth of experience and expertise to his new position, having distinguished himself through his exceptional leadership in audit services and his dedication to client satisfaction. His promotion underscores Stephano Slack’s commitment to recognizing and nurturing talent from within the organization.
AR Business Consulting, LLC, joins forces with Anglin Reichmann Armstrong
anglin Reichmann aRmStRong, p c is pleased to announce that AR Business Consulting is joining forces with our company to launch a new line of human resources consulting and compliance services. Anglin’s new HR Consulting Services line will include strategic human resources consulting and management of employment policies and procedures, the HR and benefits side of payroll and oversight on state and federal employment law compliance. Effective July 1, Alissa Phelps, SHRM-CP, founder of AR Business Consulting, will begin consulting with Anglin clients under the title, Director of HR Consulting Services. She can serve clients in Alabama, Florida and beyond, offering more than 15 years of experience in human resources and business
, a leading accounting and consulting firm, is pleased to announce the acquisition of DeRosa Mangold Consulting, a SaaS solutions provider based in Waco, Texas. This acquisition will expand Dean Dorton’s capabilities in providing specialized accounting software and ERP solutions, particularly in the manufacturing and distribution sectors. “We are excited to welcome the DeRosa Mangold team to Dean Dorton,” said David Bundy, president and CEO at Dean Dorton. “This acquisition aligns with our strategic vision to help turn business challenges into opportunities, through our expertise and service offerings in the manufacturing and distribution sectors along with continued expansion of franchises, and rental software such as Point of Rental. The addition of Sage 100 and SDMO products will enable us to provide even greater value to our clients.”
Bell & Company, PA, announces three new shareholders
Bell & company, pa, a certified public accounting firm with offices in North Little Rock, Conway, and Harrison, Ark., is pleased to announce the advancement of Nadine Grady, CPA, Abby Freeman, CPA, and Pancho Espejo, CPA, CVA, to shareholders in the firm. Grady has been an invaluable member of the Bell & Company team for 17 years, demonstrating exceptional leadership and commitment to client service. Her advancement to shareholder is a testament to her dedication and expertise. Grady specializes in attest and transportation work and is known for her problem-solving skills and dedication to excellence. Freeman has been an integral part of Bell & Company for 10 years, demonstrating exceptional leadership and dedication in managing the Conway location.
Her advancement to shareholder is a testament to her commitment to the firm and her outstanding contributions. Freeman specializes in small business and tax work, bringing a wealth of knowledge and expertise to her new role. Espejo has been a dedicated member of Bell & Company for 26 years, specializing in the Trucking/Attest Department. His advancement to shareholder is a testament to his commitment to client satisfaction and his exceptional service. With more than 40 years of experience in the field, Espejo brings a wealth of knowledge and expertise to his new role as shareholder.
TBC strengthens Capital Region presence with H&M acquisition
teal, BeckeR & chiaRamonte, cpaS, p c (TBC), a leading CPA firm in New York’s Capital Region, announces the acquisition of Harvazinski & Montanye, LLP (H&M), a Latham, N.Y.-based CPA firm. This acquisition marks a significant milestone in TBC’s growth strategy. It represents an opportunity for TBC to broaden its client base and deepen its relationships within the Capital Region. By combining forces, both firms will leverage their strengths and experience to deliver even greater value to clients. “We are known in the Capital Region and beyond as one of the region’s most-trusted CPA firms, so we are excited to welcome H&M’s respected practice,” said TBC Managing Shareholder Robert L. Kind.
Whalen CPAs announces staff promotions
Whalen cpaS is proud to announce a series of internal promotions across several departments, recognizing the exceptional talent and dedication of our staff. These well-deserved advancements will play a key role in driving future growth and optimizing processes to deliver even greater value to our clients. In Tax Services, Ryan Grumman and Josh Martin have stepped up to senior staff positions, while Jeff Pumplun takes on the role of manager. On the Audit Team, Vincent Meszaros earned his promotion to senior staff. In Client Accounting & Advisory Services, Tiffany Hein, Teri Curtin, and Brittany Engell have ascended to the new role of controller. On the administrative team, Molly Malone takes on the expanded role of administrative coordinator, while Karen Griffin steps into the position of executive assistant. Whalen applauds these team members, as their hard work and dedication are instrumental in their continued success!
Nadine Grady
Pancho Espejo
Abby Freeman
Robert Radzinski
Richard Skinner
Shaping the Future of Accounting: How HR Professionals Can Boost Your Firm’s Performance and Growth
from member input, including timely member discussions in your HR community within the CPAmerica Center of Excellence. If you are a dedicated HR professional in your firm or are in a role that includes HR-related functions, we highly encourage you to join your CPAmerica HR community to share ideas, post questions and brainstorm with fellow members on everyday issues in your role as HR professional at the firm.
retention.
As accounting firms compete for top talent, having a dedicated HR professional plays a crucial role in attracting, retaining, and developing skilled professionals. They manage recruitment processes, employee benefits, and career development programs to ensure the firm can retain its best employees. This competition has changed the way HR professionals recruit staff. Besides the traditional college business fairs and oncampus recruiting, some firms are inviting high school students to visit firms for a day to shadow younger staff and see what the
“CPAmerica has opened various opportunities for me. The monthly calls, training, and conferences have provided a wealth of knowledge for me to utilize on a daily basis. Through the conferences that I’ve attended, I’ve been able to bring back ideas and examples of various processes/procedures that will benefit my firm. It has allowed me the opportunity to help my staff grow.” – Shannon Adams, Director, Matthews, Cutrer & Lindsay, P.A.
We’ll be discussing these top-of-mind, HRfocused areas, during CPAmerica’s quarterly HR Practice Improvement Circle (PIC) calls. These calls connect members with a small group of peers from similarly-sized firms by revenue and allow for meaningful conversations on recruiting, retention, and many other
In addition to the HR PIC calls, we also host sharing calls throughout the year that are open to all CPAmerica members. Topics are derived
Leading Partners Retreat & Firm Management Roundtable
Boston, Massachusetts | September 24-27
The Intercontinental Hotel
Join us for the annual Leading Partners Retreat (LPR) and Firm Management Roundtable (FMR), and enjoy an exceptional agenda filled with transformative presentations, designed to inspire and innovate. Engage in interactive member sharing and seize the opportunity to network with leaders from your fellow member firms. Get ready for a collaborative week after which you will feel excited and invigorated. We can’t wait to see you there!
Featuring these influential speakers and more: Barry Melancon, AICPA | Jeremy Clopton, Upstream Academy | Amy Vetter, The B3 Method Institute | Anirban Basu, Sage Policy Group | Scott Klososky, Future Point of View | Charles Hylan, The Growth Partnership
“As our firm continues to grow, it is important to have a dedicated person to manage the HR duties so that the partners’ primary focus is on client matters. I can dedicate time to keeping up with the ever-changing employment laws. I can also advocate for additional employee benefits to stay competitive in the marketplace. CPAmerica has been a great resource to see what other firms are offering their employees.” –Jennifer Grealish Banks, Firm Administrator, Mathieson, Moyski, Austin & Co.
In essence, the HR role in accounting firms has evolved from traditional personnel management to a critical function that drives talent acquisition, employee engagement, training and development, and diversity and inclusion. CPAmerica recognizes that more firms are investing in HR expertise with the addition of internal recruiters and other HR roles that focus on these areas at the firm. As this role becomes more critical, the association is working on additional resources, including a dedicated HR meeting in 2025 to help your HR professionals continue to build your firm’s workforce and maintain a competitive edge. Stay tuned!
at: 7555 W. University Ave. Gainesville, FL 32607 (352) 727-4070 www.cpamerica.org
to: advantage@cpamerica.org