How did it feel to win Client Service Firm of the Year 2018?

Fantastic and overwhelming! We were up against some great firms and it was very much an unexpected surprise to say the least! It took some time to sink in, it just didn’t seem real for a couple of days. It was a real privilege to gain such recognition from the accountancy profession. Unfortunately, I wasn’t able to attend the awards evening due to family illness so I’m delighted to be able to attend this year as a Judge.

How has winning the Accounting Excellence Award for Client Service Firm of the Year impacted your firm?

It’s certainly reinforced our standing as a professional firm who prioritises customer care, which is key to the firm’s success. Not only that, it’s helped to ensure that we remain committed to our service levels going forward. To be honest, we’ve been so busy that I haven’t had chance to shout about it and a lot of marketing tasks have been put to one side since the end of last year. I’m hoping with new staff coming on board that we’ll be in a much better position to embrace the marketing plan and growth opportunities very soon! The award has recognised my firm as being a leader of excellent customer care in the accountancy industry, that’s something I’m very proud of!

What advice would you give to anyone entering the awards? Or thinking of entering the awards?

Go for it! I learnt a lot from the experience, it was a great opportunity to really focus on what we did well and most importantly to listen to how our clients felt we were doing. We were already doing some great things but just didn’t realise how great! Focusing on the metrics, such as our NPS score, was a real eye opener! The process also gave us an opportunity for feedback and to think about how we could improve processes further going forward, that’s hugely important for every service led businesses!