here’s what you’re looking for: jean marie caragher

outlook & analysis

what partners don’t tell staffers about clients

by jean caragher

since strong client relationships contribute to client satisfaction, longevity and lead generation, partners often encourage their managers and staff to build relationships with their clients. but these managers and staff look at the relationships their firm’s partners have built over time and think it’s impossible to replicate their results.

however, building relationships with clients can be done using the same behaviors that we use when building friendships and courting our spouse or significant other.

consider these 12 tips to build client relationships: read more →

client service opportunities

the three big how-to’s for client satisfaction surveys

what you need to know to get started today.

a record number of accounting firm professionals joined last week’s webinar on client service, satisfaction and retention, produced by the seven keys to successful cpa firm management.

co-presenter jean caragher of capstone marketing summed it up at one point, saying, “the bottom line: every cpa firm claims to deliver excellent client service.”

but, she added, “how does your firm support that claim?  do you have a formal client satisfaction and retention program?”

if not, today is the day to start.

here’s how: read more →

outlook & analysis

jean caragher asks: is the accounting profession setting the bar too low?

she finds an interesting detail in business week’s “best place to launch a career”

at her blog, “what i’ve learned so far,” jean writes:

the big 4 firms hold the top four spots: deloitte (1), e&y (2), pwc (3) and kpmg (4). grant thornton (51) and rsm mcgladrey (66) also make the list. kudos to the accounting profession! however, when asked to identify the most desirable trait in new employees the responses were either “college gpa” or “college major.” are we setting the bar too low? companies like general mills, nestle, johnson & johnson, marriott, and cigna are looking for leadership; booz allen hamilton, merck, and walt disney are looking for communication; and, wells fargo, progressive, amazon.com, and prudential are looking for analytical skills. think of the competitive advantage you could create by expecting more from your recruits than a college degree!

jean reminds us, “it’s not all about the benefits. it’s about the people.”