Clients are the life blood of any service organization. We make our daily bread by building and nurturing close relationships with our clients (unlike many sales oriented businesses, where one warm body is as good as another). It is through these close relationships that a fuller understanding of our clients’ needs and goals is achieved.
We have an unusually high rate of client retention (90-95%), which is a testament to the quality of our work and the individual attention we strive to provide our clients. While other accounting firms may be focused more on the short term goal of building a large fee for a single project or tax return, it has always been our belief that treating a client fairly will bring many more long term rewards. We believe that the client is deserving of all the attention required to complete the work and any follow-up which may be necessary.
In our office, a client is never shuffled from one partner to another, or even from a partner to an associate. Once the relationship has been forged, that professional remains attached to the client indefinitely. Many larger firms “pass off” even some of their larger clients from the partners to associates. It has always been our belief that this practice is undesirable; clients develop personal ties to individuals, not firms. We never lose sight of that in our practice.
On occasions when we refer our clients to outside professionals for consultation beyond the scope of our services, we do so not for any monetary reward (see our page on ethics). This close circle of professionals consists of practitioners with whom we have had personal experience over a period of time. We do not participate in “reciprocal agreements” to mutually refer clients, nor do we involve ourselves with large financial service organizations (read: brokerage houses), who offer financial incentives for client referrals. We believe that a referral from our office is a direct reflection on us, and as such, we want to be confident that our referred client’s experience will be on par with that to which he has become accustomed in our office.