Category: social

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Client Experience and Perceived Value: It’s Looking Cloudy for Accountants Working with Small Business

Client Experience and Perceived Value: It’s Looking Cloudy for Accountants Working with Small Business

Every day it seems there is another professional accounting or bookkeeping firm asking questions about how to get new clients for their new “online accounting” business.  Most of these professionals are likely missing the point that their current clients are probably already looking at online accounting solutions and services. Just like in the days when QuickBooks was beginning to take the lead in the market; today’s increasingly popular online accounting solutions are gaining popularity with the direct users, and are bringing those solutions to the professional community (not the other way around).  Professionals who wish to build their businesses on what the market demands would do well to recognize that the push to the cloud coming from their clients is a reflection of past activities, and firms riding the wave are much more likely to see success than those fighting it.

In reflection, remember that QuickBooks, unlike the other business accounting and financial products at the time, was a retail product marketed to and sold via retail and direct-to-customer outlets rather than via a channel or reseller approach.  At that time, State of the Art Software (which became Peachtree and then Sage 50) was the solution preferred by most accounting professionals, yet more and more small business owners would come to the professionals with the QuickBooks product already in hand, so accountants threw up their hands and adopted (if not embraced) the software.  Over the years, QuickBooks became the “go to” software for small business accounting, and many professional firms didn’t just gear up to work with it, but went as far as developing standards and practices based on the product.

With the introduction of high-speed broadband access, business Internet connectivity and affordable remote/mobile service, businesses are now finding that their options for shopping for, purchasing and implementing various solutions to business problems is possible at any time and from anywhere.  Even more, social computing and the blurring of the lines between personal and business use has made it all but assured that new business owners will seek online solutions where they can access business information and perform business-related activities regardless of location or mode of access.  This is what they have come to expect as consumers of information and services, and the expectation extends no less into their small businesses.

Professional firms must recognize that these evolving paradigms represent opportunity, taking advantage of cloud-based, real-time collaboration models to provide more timely value to their clients.  Where the more traditional on-premises and paper-based models have flourished, the online working models representing lean process and sustainability become the focus.

The movement to the cloud for small business accounting started with the consumer, who ultimately became the small business, and who may eventually become the big business. The professionals who recognize the value of and wisely adopt cloud technologies and online application services in their businesses – specifically in terms of how they work with clients and deliver value – are the firms which recognize that the client experience and perception of value delivered are the most important elements of all.

jmbunnyfeetMake Sense?

J

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Happy Holidays from CooperMann

Ninjabread cookies in the kitchen, an appearance by the Christmas Elk, and Minty Fresh (fresh cat, not canned) looking for Frangos all clearly indicate that the holiday season is here.  2013 has been an eventful year – some would say it was “fraught with peril” while others see opportunity in change. It’s all a matter of perspective – pursuing goals and taking action rather than resting on ones’ laurels and trying to wait it out.  This cloud stuff isn’t going away.

With technology and social computing adoption increasing at almost alarming rates, I can’t wait to see how 2014 goes!  This certainly isn’t a time for the tech-timid, as it appears as though the nerds and geeks do rule the world (aren’t we all a little nerdly, really?).

I hope you and yours have a wonderful season.

jmbunnyfeetCheers

J

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Read the Best of CooperMann.com from 2013

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Accounting, Technology and Small Business – The Best of 2013 from CooperMann

Accounting, Technology and Small Business – The Best of 2013 from CooperMann

cooper-mann-top-20It has been an eventful year, hasn’t it?  With the NSA lurking about collecting data, innovative new approaches to information and identity theft emerging almost daily, and complete turmoil in the IT services industry challenging trusted sales and distribution models, most of us have simply become numb to the noise.  Information technology is evolving at an increasingly rapid pace and the way people and businesses interact with and use technology is being forced to change along with it.  It’s starting to become almost, weirdly, natural.

Much of this change can be attributed to “The Cloud”, which is not a thing or a place.  Cloud has become the term which applies to just about anything having anything to do with the Internet.  For technology “purists”, cloud means something fairly specific, but for normal people (no offense to the nerds and geeks, but you know what I mean), cloud applies to pretty much anything accessible via the Internet.  Photos back up to “the cloud”; music gets stored in “the cloud”, websites are hosted in “the cloud”; businesses run their applications in “the cloud”, and you can do darned near anything you need (or want) to with a phone.  The cloud could be some guy’s server in his basement, or it could be a sophisticated network of systems housed in secure facilities around the globe.  They both qualify, sort of.  The point is that mobility, Internet services, subscription access to technology, and social computing are changing how people view technology – resulting with changes not simply in how IT is purchased, but in how IT is used and applied to daily life.

There are, however, some things that do not change even if the working environment does.  The accounting profession, for example, is undergoing a great deal of change, and much of it fueled by the advancements in technology and social computing.  But accounting fundamentals – the “truth of debits and credits” and the good old accounting equation – remain.  The basics of running a business are also unchanged, even as methods of doing business evolve and globalization of markets continues.  Business fundamentals – fiscal responsibility, cash and growth management, and focus on value and sustainability – are as necessary now as every before.

With all this change and IT “advancement”, there have certainly been impacts to how and where we work.  But the more things change, the more they remain the same.  Good business generates goodwill and more business – that doesn’t change – and bad news still tends to spread faster than good news (much faster, given social platforms that are designed to spread the word far and wide).  And when it comes down to the fundamentals – the basic and essential foundations supporting building, operating, and accounting for business – we generally find that they remain constant even as the environment in which they exist experiences change.

jmbunnyfeetMake Sense?

J

Here are the top 20 ranked posts for 2013 from CooperMann.com

  1. The 2 Most Popular Models for Working with QuickBooks Desktop Editions and the Cloud
  2. Accounting Professionals, You’re right – your clients don’t care about the numbers.
  3. Remote access to client bookkeeping comes in many forms because clients come in many forms
  4. What Small Businesses Need To Know about QuickBooks and the Cloud
  5. Intuit Introduces Changes to Authorized Commercial Host for QuickBooks Program, Introduces QuickBooks Enterprise Rental Licensing
  6. Managed Applications, Cloudpaging, and a New Flavor of Hosted QuickBooks
  7. The Language of Accounting: Disconnect between Accountants and Bookkeepers
  8. Why Accountants and Bookkeepers Use the Cloud
  9. Small Business Owner to Accountant: Make Accounting Valuable to ME
  10. Changing How We See Software: QuickBooks 2013 interface frustrates power users
  11. Bookkeeping and Benchmarks – Getting the Numbers Right
  12. In Bookkeeping, Accounting, and Information Technology: The Value of Outsourcing
  13. Hosting All My Applications in the Cloud
  14. 4 Rules of Thumb for Business Success
  15. Intuit Hosting Program for QuickBooks Website Goes Live
  16. Re-defining the role of the accountant, or going back to the good old days?
  17. Cloud Computing for Small Business: It’s All About 3 Apps
  18. The Collaborative Online Model for Small Business Accounting Professionals
  19. QuickBooks Hosting: New Program Tier Announced for QuickBooks Hosting Providers
  20. 4 Rules for Building Service Customer Loyalty
Posts by category – with Accounting Professionals, QuickBooks Hosting, QuickBooks Software, and Small Business being the top categories with ranking articles.
ACCOUNTING PROFESSIONALS
Small Business Owner to Accountant: Make Accounting Valuable to ME
Accounting Professionals, You’re right – your clients don’t care about the numbers.
The Language of Accounting: Disconnect between Accountants and Bookkeepers
Why Accountants and Bookkeepers Use the Cloud
Bookkeeping and Benchmarks – Getting the Numbers Right
In Bookkeeping, Accounting, and Information Technology: The Value of Outsourcing
Re-defining the role of the accountant, or going back to the good old days?
The Collaborative Online Model for Small Business Accounting Professionals
Remote access to client bookkeeping comes in many forms because clients come in many forms
QUICKBOOKS AND BUSINESS APPLICATION HOSTING
The 2 Most Popular Models for Working with QuickBooks Desktop Editions and the Cloud
What Small Businesses Need To Know about QuickBooks and the Cloud
Intuit Introduces Changes to Authorized Commercial Host for QuickBooks Program, Introduces QuickBooks Enterprise Rental Licensing
Hosting All My Applications in the Cloud
Intuit Hosting Program for QuickBooks Website Goes Live
Cloud Computing for Small Business: It’s All About 3 Apps
QuickBooks Hosting: New Program Tier Announced for QuickBooks Hosting Providers
Managed Applications, Cloudpaging, and a New Flavor of Hosted QuickBooks
QUICKBOOKS SOFTWARE
Changing How We See Software: QuickBooks 2013 interface frustrates power users
SMALL BUSINESS
4 Rules of Thumb for Business Success
4 Rules for Building Service Customer Loyalty
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Lawyer Immunity from Delivering Customer Value is No More

Lawyer Immunity from Delivering Customer Value is No More

All indications are that business and revenue growth for law firms is no longer a function of head count.  As with other professional service providers, lawyers are experiencing increased competition from a variety of new sources, and client demands and needs are changing as society adopts and embraces technology, social computing, and self-service solutions.  The problem is that many partners and firm leaders don’t really know what do to about it, and are attempting to fuel continued growth of revenues and profitability while essentially maintaining status quo.

Looking to reduce costs and pushing for more billable hours is standard fare among firm managers, yet the results to be gained from these efforts have pretty much reached their maximum potential.  You can only cut so much, and you can only work your people so hard.  Unfortunately, many partners and managers simply look away from the problem and continue along the path that has been successful in the past.  But growth has slowed, revenues have not grown as expected, and firms are literally being forced to adjust to market forces or go out of business.  It’s just too competitive and the pace of change is too rapid.  There is no immunity for lawyers in this changing market – service quality and value must improve.

Instead of taking the legacy approach of hiring more people so they can bill for more hours, successful firms are taking a few queues from other professional service providers and are recognizing that individualized client service, consistently high-quality and timely service, and service priced commensurate with the value delivered are at least parts of the solution.

There is quite a lot that law firms and accounting firms have in common, particularly when it comes to the fact that most of these entities are viewed – perhaps rightly so – as being “old school”, with a managing partner or board with intractable views and grey hair.  Lawyers, like accountants, are inherently wary of new-fangled concepts and wild ideas.  They’re a cautious bunch, and tend to be resistant to change.  Yet accounting professionals are beginning to embrace new tools and new ideas when it comes to delivering service and value, and forward-thinking law firms are following suit.

For successful firms, the focus is on the client and the value delivered – on internal process improvements and a better value proposition for the customer – not on the billable hour.  Yes, there are investments required.  The firm must invest time most of all.  It takes time to get everyone educated about issues the firm is facing in the changing marketplace.  Unless everyone knows what they’re up against, there will be continued resistance to new ideas and concepts.  It also takes time with clients to understand their needs, which is the essential element to delivering service valuable to them.  And it takes time to develop and nurture a long-term vision, recognizing that the vision may change as conditions change, and that regular monitoring and adjustment may be necessary.

Investing time and consideration in these areas is the key to delivering customer (and shareholder) value.  The result is satisfied and loyal clients, repeat business and increased growth and profitability.  Rather than viewing this brave new world as a challenge to the firm’s traditional model, it should be viewed as the opportunity to deliver new and greater value to the firm’s customers.

Make Sense?

J

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New York or Las Vegas? It doesn’t matter if you can work online.

New York or Las Vegas?  It doesn’t matter if you can work online.

Skyline
Skyline

The 10th annual Accounting Solutions Conference, held by The Sleeter Group, is being held in Las Vegas on November 3-6.  By all accounts, it’s looking like the conference will again bring together some of the best and brightest in accounting and business technologies.

The annual “Sleeter Conference” event is among the best opportunities accounting and bookkeeping professionals have to explore and learn about the technologies, service models, client management tools and other elements involved in delivering accounting, bookkeeping and consulting services to small business clients.  With the introduction of so many new ideas and solutions designed for small businesses and their accountants, it is no wonder that professionals look to this conference to help make sense of it all.

With the right strategy and through the innovative and efficient use of technology, people and processes, even the smallest of organizations can compete with the big boys.  Accounting professionals, pro bookkeepers, and small business consultants and advisors are not simply participants in the financial processes of these small organizations – they are the influencers and implementors of the solutions and methodologies which will generate the positive impact in the client business.  Information technology -mobile access solutions and innovative tools for working together – makes it possible to deliver these benefits to clients, whether they’re in Vegas or the Big Apple.  Come to the conference and hear all about it.

While you’re there, stop by the Uni-Data Skyline Cloud Services booth and check out some of the new stuff that’s going on in the QuickBooks and general application hosting world.  It’s pretty cool!  I give it 5 bunnies.

J

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4 Rules of Thumb for Business Success

4-rules-of-thumbThe business environment is becoming increasingly competitive, with global opinions influencing customers of even the smallest local businesses.  The best method of competing in a world where customer perception is reality – at least when it comes to the impact of social and other media – is to create a company that people simply want to do business with.

Here are a few things which every business can do in order to create the best possible environment for engaging new customers and providing quality service. Regardless of industry or business orientation, these 4 simple considerations will go a long way towards creating a sustainable, high quality operation which recognizes the value of a customer relationship – whether it’s an internal or external customer.

Teach everyone in the company that they’re part of sales and customer service.

Each and every member of the organization should be in a position to help customers get what they need, and to help guide the customer towards the various products, services or solutions the company offers.  This means that internal training is essential, and all employees should be fully informed in the offerings of the company.  Business owners will find that one of the best ways to reach and retain the best workers is to provide ongoing skills development and training programs.  The result is a more confident and productive workforce and workers who feel more satisfied with their jobs.  It’s also important to recognize that employees are another form of ‘customer’ of the company, and surveying them to understand how satisfied they are with the work is a really good idea.  When employees lack satisfaction in their jobs or with the company they work for, it will be revealed in their interactions with customers and other workers, which is not good for business.

Remember that first impressions count – a lot.

You only have one chance at the first impression, and it takes a lot more work to overcome a bad impression than it does to leave a good one in the first place.  This means that the company should promote a quality, clean and professional image.  When speaking to customers on the phone, speak clearly, professionally and politely.  Make sure that all workers arrive at their jobs in clean uniforms and in clean, branded trucks.  Customers should not only know who’s parked outside, but a good-looking branded vehicle is a mobile advertisement for the company and can deliver a lot of good impressions.  On the other hand, not maintaining or caring properly for vehicles and equipment can deliver the opposite type of impression you want to leave.

Do company business with the company voice.

Communication is essential in building a successful business, and it is important that the messages be what the company wants the customers and market to hear.  When communicating on company business, always use the company email address and contact information rather than personal email addresses or generic domains.  Just like with uniforms and trucks, communications from the company should be branded and professional so that the right type of impression is created.  The business website (which should support mobile devices!) is available to help communicate your values, brand and services, and should serve to present your business as someone a customer would want to do business with.  Posting case studies and testimonials can be very useful in this regard as they help to build credibility in your company and convey the trust others have in your services.  Apply social media and listing services, too, so that customers and prospects can find information on your company and read good things others have said.  It’s important, however, to remember that social media can go both ways.  While being a great way to reach new customers as well as reminding current customers of the other products and services you offer, it could also turn negative.  If there is negative feedback, be honest and reasonable, but address it quickly.

Work beyond corporate walls.

The business exists in a community, and workers in the company live in neighborhoods and have lives beyond the business they work for.  Community service is a way to develop a more cohesive and productive team while developing closer community relations and enhancing the image of the company and ownership. Volunteering and creating an environment where service to others is promoted helps build a team atmosphere in the company, and expresses the understanding that businesses will thrive when the communities around them thrive.  

Joanie Mann Bunny FeetMake Sense?

J