Summer season is upon us. From a consumer service standpoint, the tax planning load is lighter, so that is when enterprise planning season begins. Now’s the time to consider massive image targets or course of enhancements you can also make. For example, it could possibly be bettering your consumer onboarding or hiring practices. It could possibly be upping your consumer service, workflow or branding.
The tendency is to assemble everybody within the convention room, begin with a clear slate and brainstorm concepts. Whereas I’m all for considering massive, you’re higher off what different profitable corporations are doing and determining how one can emulate them. Stated one other approach, interact in my favourite type of R&D (Rip off & Duplicate).
I do know that sounds crass, however as an alternative of killing your self making an attempt to give you new concepts, why not take one of the best of what different corporations are doing after which do it even higher? It’s not being lazy or devious; it’s being sensible along with your time and assets.
As Oscar Wilde famously mentioned, “Imitation is the sincerest type of flattery.”
Getting began
On the subject of discovering corporations to emulate, search for these which are about three years forward of you of their considering. What do you suppose is having the most important impression on their enterprise? Begin taking steps to copy these enterprise practices and processes.
The rationale I like this method is as a result of quite a lot of very sensible folks have already put effort and time into tackling the identical downside you are making an attempt to resolve. Plus, the answer has already been adopted by their agency and purchasers. Even higher, they most likely haven’t perfected the answer, in order that leaves loads of room so that you can enhance upon it.
CPAs at all times ask me the place they will go to search out good examples of corporations doing what they’d prefer to duplicate. It inform them it depends upon the scale of your agency:
- Should you’re a big nationwide agency, go to an business publication or web site and seek for “fastest-growing accounting corporations.” Have a look at the listing and test what your friends are doing. What do you admire most about what they’re doing? May you implement that at your agency?
- Should you’re a small or regional agency, you possibly can Google “CPAs close to me.” This gives you lists of what your high-performing friends are doing.
I like to recommend friends somewhat than very giant corporations since you need to be life like. If the hole is simply too vital, then everybody in your workforce will rapidly get discouraged.
For concepts, you may also search by particular capabilities akin to “Finest CPA Expertise Companies.” What applied sciences and techniques are one of the best corporations utilizing for which they’re profitable awards? Which may offer you options. Higher but, look exterior CPA corporations. The most important accounting corporations aren’t even tax corporations anymore. They’re doing consulting, know-how, administration — all high-margin expansions of being the consumer’s most trusted advisor. Get the image?
Ask your workforce: “What are examples of nice companies that we have now? How can we replicate these all through our agency?” (For different examples of nice buyer/consumer service, see my article “Discover your consumer’s key lime pie.”) Make this sort of “strategic imitation” a part of your month-to-month employees conferences. Ask your workforce to share examples of actually good issues they’ve seen at different corporations (emulate these) in addition to actually unhealthy issues they’ve seen at different corporations (keep away from these).
What to not imitate
One other method I discover useful known as “inversion.” As a substitute of different organizations for issues you possibly can imitate, do the reverse. Be sure to’re not imitating dangerous, wasteful or unproductive practices which are inflicting different corporations to create a nasty expertise for his or her purchasers. It could possibly be not responding promptly to purchasers. It could possibly be unhealthy pricing fashions, inefficient onboarding processes, and many others. (For extra on behaviors to not imitate, see my latest article, “Eradicating friction from the shopping for course of.”)
Attain out to these you admire
Don’t be afraid to choose up the telephone and ask a companion at one of many corporations you admire in the event that they’d be keen to have a quick name with you to share how they did it. Inform them: “You’ve performed an excellent job with X, Y and Z.” Be particular about what you admire about what they’re doing. Folks love having their onerous work acknowledged — more often than not they’ll take the decision and be completely happy to share.
Relatively than making an attempt to reinvent the wheel, generally it pays to be a sponge. What’s your tackle making a consumer expertise? I’d love to listen to from you.