The 1, 2, 3 Practice Management Series
from Added Value Corporation Pty Ltd
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Introduction
Are Accountants good communicators? Of course, though some are better than others. At times accountants can appear to be very task focused, not people orientated at all.
Luckily these days, most Accountants operating in management roles have been taught communication skills at training courses. Here are some statements and questions which may be useful to improve communication with team members.
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- “I’ve reviewed this job, you have done well”.
I often think Accountants are taught to “spot the errors” and as a consequence will often start by commenting on mistakes made and points missed, when they discuss a job. It has taken me years to train myself to make positive comments. - “If I ask the client about the level of satisfaction with our firm, how do you think they would respond?”
I recall being impressed with the firm who sent out project satisfaction questionnaires to clients. Prior to reviewing the answers (a level of satisfaction out of seven) they first asked their manager on the job to note what ranking he or she considered the client would give. This was very useful in determining to what extent the accountant had built a rapport and understood how the client felt about the firm and service. - “What clients do you least like working on?”
I recall a small firm where at every Christmas lunch team members were able to vote on the client they would like to “fire”. The Sole Practitioner retained a right of veto, but if there was a significant push to fire a client, for sound reasons, then the client was fired. - “What can the firm do to help you work more efficiently?”
Sometimes this answer is quite simple, an additional screen, a printer close by, fast internet, though it can also be complex, for example, “remove a named underperforming employee”. - “Where you previously worked, tell me one clever thing they did”.
Given people often move across from other firms, and may have very sound reasons for doing so, it can still be useful to find out any clever processes or software used by other firms. - “How do you feel about the firm and your performance here?”
Hopefully this will lead to a considered response. Maybe the response would be improved, if you advised it as a question with notice, and suggested you wanted the team member to think about it, then talk with you the next day? - “Good Morning”.
I recall the Managing Partner of a firm explaining each day, when he arrived, he walked through the office saying good morning to each person there. The Managing Partner was concerned he said “my fellow partners don’t do this – so I fear when I retire, it will stop”. He went on to explain he felt saying good morning, built an important daily connection with people in the firm.
- “I’ve reviewed this job, you have done well”.
Conclusion
How could you improve your communication with the people in your office? If you don’t already have favourite statements and questions, some of the above will be a guide for you.
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(c) Thea Foster – Added Value Corporation.
Thea has been providing professional practice management and marketing facilitating, presentations, and consulting for over 20 years. Thea’s clients are mainly accounting firms or suppliers of products and services to accounting firms. Please visit www.addedvalue.com.au for further information.
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