Improve Your Practice Profits With Awesome Client Service

Welcome Back.

On this page we reveal much more detail about the system, prices and the benefits you will enjoy as a subscriber...

If you've read the first page and you're still with me, then welcome. Let me tell you more about the system.

First up, let me get the negatives out of the way... the things I do not believe in, and therefore what this system is not.

It's not about selling you a system that you don't get to implement. TACS comes with its own coaching by email to keep you on track.

It's not about giving you a system that works, but not giving you the support you need to make a success of the program. We back our [product 100% and really want you to succeed. As such, support you every step of the way during the 12 month learning period, and we are always here for additional help after that time.

It's not full of gimmicks or fancy tricks that work in theory but not in practice. TACS is the result of 25 years in and around the public accounting profession, with many firms who have implemented and benefited from the system.

What it's all about is simply this... going the extra mile for the client and CLEARLY DEMONSTRATING THIS TO THEM - that leaves the client thinking "Wow, what a great firm of Accountants, I'll have no hesitation in recommending them to everyone I know".

It's a truly innovative program exclusive to professional accounting firms, aimed at generating more business by giving your existing clients something they secretly crave... awesome client service, and reaping the rewards. The benefits are enormous.

Now, that might sound simple, but ask a million accountants how one might achieve this and you'll probably get a million different answers.

Like anything in life, you only reap what you sow - but you must sow first.

How many minutes would it take, in a meeting with your partners, to fill a dozen pages of a flip chart with concrete benefits that would accrue to your firm if you were known for providing awesome client service?

What do you think the results of providing awesome client service should be?

Would you get more or fewer referrals from existing clients?
Would clients be more or less likely to pay your bills on time?
Would clients be more likely or less likely to complain about the amount of your fees?
Would clients be more likely or less likely to truly appreciate you?
Would you be more likely or less likely to keep clients for longer?
Would your clients be more or less susceptible to approaches from your competitors?

Well, then … if the benefits are so obvious, why is awesome client service among accounting firms so rare?

I believe that it is because the accounting profession is fraught with barriers and obstacles that discourage us from providing what we all know would be beneficial.

It's inbred from our first day as a trainee in the office. We're told: "Here is your time sheet, each day MUST add up to at LEAST 8 chargeable hours a day".

Ask your clients how many times they've been approached by your competitors, and pursued aggressively. And then ask yourself if you can continue to be complacent about keeping your clients happy, on a day-by-day basis.

Even though there are notable exceptions to each of the challenges described below, most of us fall prey to a good number of them, it seems that we just can't help ourselves.

Almost everything about the practice of an accounting firm prevents awesome client service:

Accountants are trained to be accountants - not client relation experts. Sorry, but that means too many of us focus on 'getting the numbers right' (which the client doesn't see - or care about) and not enough on developing the relationship with the client and truly getting to understand their business (which is what they really want from us).
The billable hour is so sacred that non-billable activities are denigrated. We starve the client relationship in favour of getting another hour billed.
Accountants believe that clients are focused only on solutions. We therefore get to the challenge at hand without worrying about optics.
Clients are really focused on effort. We conceal most of ours. This gives them nothing by which to judge the value of what we do for them.
Most Accountants bill in unimaginative ways (hourly-based). We frequently either under-bill or over-bill when compared to the VALUE the client has received for the service provided.
Clients will happily pay fees commensurate with the value of services offered. That would allow us to "afford" some client relations time. If we are good at what we do, it also offers an opportunity to increase our fees for some of the work we do, yet still offer exceptional value for these services.
We are starved of client contact from our first days in the office, only when we attain our designation are we suddenly expected to be able to develop existing clients and acquire new ones. Without the skills to do so we are set loose on an unsuspecting client base and expected to generate additional fee income. This 'sink or swim' practice development approach is simply an accident looking for a place to happen.

TACS is the result of 22 years in the accounting profession, as either a staff member or partner (the first 12 years of my career) or as an independent marketing consultant to accounting firms (the last 10 years).

During these years I have accumulated a massive amount of data and information on what works and what does not. I have studied these methods, refined some and created others and put the whole thing into a massive manual.

Next, I decided to break this down into 4 modules, each one of a more manageable size, and added a wealth of new forms and checklists to help the practitioner implement these systems and ideas, and published them as Adobe © Acrobat © Reader © files.

	If you need to get the software, it's free. You can go to the site to download it by clicking the image (left) but please come back!

Then, I devised a series of e-mail coaching messages to help you keep on track over the course of reading, evaluating and implementing each module.

Finally, I created a members-only web page on this site (you get the web page address in your first coaching e-mail) where you can download the forms in 'Word' format to use in your own practice. You can even personalize them for your practice and drop in your own logo etc. if you so desire.

By the way, if ever you have a question regarding TACS, members and those thinking of joining up can always call me at my office, at 905-569-2174 for help.

Welcome to TACS.

As a user of the TACS system you are about to embark on an amazing journey, a journey full of pleasant surprises, a better quality of future clients, a better attitude amongst your staff, more referrals than you ever thought possible and better profits from your practice.

Part one was released in October 2002, and you can benefit from our early sign-up special price of just $999.80 for the whole program, instead of the regular price of $1,995.95, saving $996.15.

As we deliver the program in quarterly modules, we feel it is only right that you do not pay for it all up front, but, instead, by quarterly payments of just $249.95 each, in line with our delivery schedule.

Our Guarantee

For your complete peace of mind, TACS comes with our Total Satisfaction Or Your Money Back Guarantee. In fact, we go further than that. We know TACS works. So we'll put our money where our mouth is, for want of a better phrase. If you do not generate a minimum of $30,000 in new fees the year after implementing TACS, we'll give you a 100% refund, no questions, no quibbles.

To see the guarantee in full, click here.

Our Program is broken down into the four key modules:

Module One

Introduction
Client Preference Criteria
How Can We Provide Awesome Client Service?
An Interaction With A Client Is Rarely Neutral
The Client Relationship Time Line
Once A Client, Always A Client
The Client Welcome Pack
Project Planning Report
Project Review Form
The Client Attraction and Retention Pyramid
TACS Principle Number 1
TACS Principle Number 2
Where To Start
What Makes A Client Change Adviser?
Why Being Good Isn't Good Enough
Turning Your CPE/CPD Into A Client Service Benefit
Why Client Service Is A Contact Sport
What Do Clients REALLY Want From You?
Challenging the Status Quo
Going The Extra Mile (In Ten Minutes Flat)
TACS Principle Number 3
Jump The Hurdles To Win New Business
Self-Assessment - What Do I Need To Change?
Client Feedback, Pre-TACS
A Letter To Clients Introducing TACS
Self-Assessment - Why Do I Need To Change?
Client Focus Tool
Self-Assessment - What's In It For Me?
Generating More Referrals From Your Clients
Introducing TACS To Your Staff
First Impressions
TACS Contact Management Form 1 - Client Classification
TACS Contact Management Form 2 & Conversation Guidelines
'A' Class Client Contact Form
'B' Class Client Contact Form
'C' Class Client Contact Form
Client Focus Tool Score Card
Interpreting The Results
The TACS Continuum

Module One is 125 Pages in total, plus it comes with regular e-mail guidance and advice from your very own TACS e-coach.

Seen enough and ready to order? Then welcome aboard, just click here to go to our order page.

PLUS:

Plus a members-only download page (shown below) on this web site for access to all the forms and documentation within the module. Separate members-only download pages are added as modules 2, 3 and 4 are released.

Module Two

Communicating Your Message To Clients
TACS Principle Number 4
Actions Speak Louder Than Words - 5 Key Actions to take NOW
Active Listening Skills For Better Profits
Active Listening Skills For Better Clients
The Difference Is Details, And More
Opportunities to REALLY Help Your Clients
The Coffee Track
Business Plans The TACS Way
Annual Financial Statements The TACS Way
Management Accounting
Financial Planning Services
Tax Audit Fee Protection
The Net Assets Schedule
The A to Z Of Cash Collection - A Freebie To Give To Your Clients
The Client Contact Spreadsheet
Getting Buy-In From Your People
TACS Principle Number 5
A New Approach To Presenting Your Client's Financial Statements
TACS Principle Number 6
Lessons From the 'Net
A Case Study In Differentiation
Demonstrating Benefits To Clients.
Evaluating Client Performance
Time to Choose
Starting To Keep Score
The Ranimes
Getting A Vision
Adding Value to client meetings
15 Steps to 'WOW!'
The Value of Sincerity
Creating The Time To Provide Awesome Client Service
$62,500 in additional chargeable time - yours for the taking
Round Pegs and Square Holes
The Car Wash Conundrum
Staff Project Feedback Form
Module Two Closing Thoughts

Module Two is 121 Pages in total, plus it comes with regular e-mail guidance and advice from your very own TACS e-coach.

Seen enough and ready to order? Then welcome aboard, just click here to go to our order page.

PLUS:

Plus a members-only download page (shown below) on this web site for access to all the forms and documentation within the module.

AND:

With module two, you gain access to our logo download page, where you can get free access to our "Towards Awesome Client Service" logos to include on your web site and in your future marketing materials, letterheads business cards etc... to display your dedication to providing awesome client service.

Module Three

What Clients REALLY Want From Their Accountant
How To Demonstrate That You Can Provide This, And More
The Ten Demandments of Client Service:
Demandment 1 - Show me that I can trust you
Demandment 2 - Inspire me to do better
Demandment 3 - Let me lead the way
Demandment 4 - Give me guidance when I need it
Demandment 5 - Make it easy for me to do business with you
Demandment 6 - Be there when I need you
Demandment 7 - Know my business as well as I do (or better)
Demandment 8 - Exceed my expectations (and be consistent)
Demandment 9 - Reward me for my referrals and loyalty
Demandment 10 - Stay by my side every step of the way
Becoming The 'Business Matchmaker' For Your Clients
Arranging Joint Ventures With Clients
A Question Of Style
Keeping Your Team Connected
The Client Awareness Spreadsheet
The Tacit Knowledge Client File
Being The Specialist In Your Clients' Eyes
TACS Principle Number 7
The Office Book Club
How To Introduce TACS To Your Clients
Getting Feedback From Clients And Staff - With Zoomerang
What Can They Expect That's Really Different?
How You Can Deliver Truly Awesome Client Service
TACS Principle Number 8
Lessons From Good To Great
TACS Principle Number 9
Getting Buy-In From Your Team
First Who, Then What Also Applies To Your Clients
How Do You Select And Train Future Partners?
Work Flow Planning To Wow Your Clients
FFSAs
What Happens To FFSAs When There Is A Problem?
The Supplemental Service Agreement
What Is Specifically Covered By The Supplemental Service Agreement?
How The FFSA Boosts Your Cashflow
The Power Of The Project Progress Report
Can Public Accounting Firms Create A Brand?
Preparation For The Final Onslaught
Bye Bye, I'll Miss You (Not)
A Shift To The Right
It's All About The Right People

Module Three is 117 Pages in total, plus it comes with regular e-mail guidance and advice from your very own TACS e-coach and more'members-only' download pages.

Seen enough and ready to order? Then welcome aboard, just click here to go to our order page.

Module Four

The Power Of Y5
TACS Principle Number 10
Using The Power of '26' To Astound Your Clients
The Benjamin Franklin Decision making Process
Networking The TACS Way
Then And Now - How Things Are Different
TACS Principle Number 11
One Degree More, Exponential Results
Lessons From Geese
Building A Brand For Your Firm
Awesome Client Service As A Marketing Tool
The "Walking, Talking Billboard" Approach
Truly Differentiating Yourself With TACS
TACS Principle Number 12
Your Clients' Secret Scorecard
Measuring Your Results
The Real Difference
Might I Make A Suggestion?
Connecting The Dots
Generating Extra Referrals - From Clients And Staff
Staff Reviews, The TACS Way
Staff Compensation Packages - Keeping TACS On Target
The Balanced Scorecard
A Different View, Robin Williams Style (Oh Captain, My Captain)
Lessons Learned - From New Clients
Lessons Learned - From Lost Clients
Lessons Learned - From Competitors
Lessons Learned - From Prospective Clients (The Ones That Got Away)
Lessons Learned - From American Express (How To Say Thank You)
Lessons From CANEI - Continuous And Never Ending Improvement
...But If You Did Know, What Would It Be?
The TACS Continuum Revisited
Analyzing The Results
What Goes Around, Comes Around
Meet Your Guide
Conclusion

And More...

PLUS



	The final members-only download page, giving you access to all the forms included in Module Four.

PLUS, FREE WITH MODULE 4, you receive our special report:

'Your Guide To Implementing TACS', giving you some important lessons from the field, a checklist to success, hints and tips for getting the most out of the process and a workbook & personal progress journal to help you keep track.

Produced as a direct result of our work with public accounting firms in helping them implement the program in the UK, Canada, Australia, New Zealand, South Africa and the USA, this guide is an essential part of the program and is a direct result of input from users just like you.

Seen enough and ready to order? Then welcome aboard, just click here to go to our order page.

Essentially it is about turning each and every contact a client has with your firm into a very positive experience for the client, and providing superb service - and demonstrating that clearly to the client - that leaves the client thinking "Wow, what a great firm of Accountants, I'll have no hesitation in recommending them to everyone I know".

This is now available world wide to accounting firms who truly want to provide awesome client service that turns clients into walking talking billboards - a limitless source of new referrals.

This could be one of the best investments your firm ever makes in providing a top quality service to your clients.

Module One was released in October 2002, to critical acclaim from the public accounting profession
It will make a significant contribution to your bottom line
It is a fully documented client service program
It includes templates for letters, e-mails, telephone calls and any other form of contact you have with your clients - all downloadable from our members-only site
It comes with our full money back guarantee
It's full price is $1,995.95 - but the first 500 firms to sign up will save $996.15 off the regular price and pay just $999.80, due in four quarterly payments of $249.95 each
It even comes with your own TACS coach, with regular e-mail guidance and motivation
It is delivered via Adobe® Acrobat® Reader® "pdf" files
Module Four comes with a free 32-page 'Guide To Implementing TACS'

The basic principle is the Japanese system of Kaizen, a continuous, never ending improvement cycle, but we have re-engineered the whole process to suit the particular needs of a public accounting firm, and it's special, very special.

Seen enough and ready to order? Then welcome aboard, just click here to go to our order page.

To learn more about the man behind the system, Steve McIntyre-Smith, click here.

Any questions? e-mail Steve McIntyre-Smith at: steve@awesomeclientservice.com.

Seriously, any questions at all, please call me at 905-842-2284. I'll be right here, waiting for your call.