Monday Morning Resource: I am my client

I am my client

Ellis Orlan, BA, CPA, SF Partnership LLP, eorlan@sfgroup.ca, Toronto, ON, CYBF Mentor

I have been practicing public accounting for almost 30 years. In that time, I have discovered that this business is about much more than just ‘the numbers’.

My motto has always been to treat my clients as if the client were me.

In my world, it’s all about helping clients succeed by providing them with the best business and tax advice possible, day in and day out. It’s also about doing what I say I’m going to do, following up and through consistently, anticipating client needs and acting on those needs in a timely and cost-effective manner. Managing client expectations is a given, so that I am always in a position to be proactive and provide the best possible service at a reasonable cost. It’s also ok to say, ‘I’m not sure, but I will find out and get back to you’. Sometimes, it’s just about ‘lending an ear’.

The success of my practice also depends on my ability to maintain timely communication and keeping these lines open. Whether communicating face-to-face, over the phone or through email or letter, I always aim to anticipate the reaction my clients will have by asking myself, how I would react if I was in their shoes.

By practicing these habits in an open, honest and consistent way, you can solidify and maintain a satisfied and well-served client base for years to come.