Archive for April, 2010
No matter how many years they have flown, every pilot knows that the most critical time for any flight is during takeoff and landing. Procedures must be followed and checklists fully completed, including flight plan, weather review, and weight load and fuel level checks, to name a few. While much of the actual flight can be put on autopilot, it would be foolish and dangerous to take anything for granted at the beginning and end of a flight.
Have you ever thought how much like a pilot you are? Instead of flying a plane, you are in charge of something even more valuable than a $100 million piece of equipment -– your thoughts and actions.
What do you do before you takeoff for the day? Do you know where you are going? Do you know how you are going to get there? Do you have the tools you need to accomplish your tasks?
Here are some things to consider:
- Is your fuel level sufficient for what you need to accomplish? A good healthy breakfast will do wonders for your energy level after takeoff.
- Your fuel will not last forever, so plan to replenish with small snacks throughout the day.
- Do you know where you are going and the conditions at takeoff? What is the first action you take when you arrive at work? Is it something easy or difficult? Time management experts agree that getting a difficult item out of the way will give you a sense of accomplishment and enable you to focus on other tasks throughout the day.
- What if something unexpected comes up? Pilots are trained to deal with the unexpected. However, when the things go awry in our daily lives, we usually complain, panic or go with the flow. Consider developing a checklist to consult when things go wrong. Your co-workers might think it’s a bit strange, but I bet you’ll be a heck of a lot more productive and calm when it counts.
- Do you end your day in structured manner or do you just crash and burn when you run out of gas? Remember, landing is just as important as takeoff. Why not spend the last 30 minutes of your day in a structured manner? Review your accomplishments for the day and plan for tomorrow. This will make your takeoff the next day a lot smoother.
While we can never plan for everything, investing in a takeoff and landing plan can return excellent results for both you and your firm. I’d love to hear some of your ideas as well. What has worked for you?
CPA firms have been looking for ways to improve their professional’s productivity since the days of the abacus. Technological advancements have certainly helped firms perform engagements in less time. However, no matter what technology is developed or professional standards are issued, the core concern in any professional services firm boils down to the fact that the client frequently throws a wrench in the best laid plans. I recently heard a CPA jokingly say, “If I did not have to deal with clients, I would have plenty of time to get my work done!”
We were all taught at the associate level to inform clients of the documents needed and the deadline for submission well in advance. But this is just the beginning of the process. The key question is what do you do when the client does not complete the items on your list as instructed. If you only had one client and did not have to worry about profitability or deadlines, the answer would be simple. Complete the work when they are ready. But since you’d go out of business with that philosophy, there has to be a better way.
Some call it client management; I like to call it client collaboration. Making your clients feel as if they are an integral part of the process is fundamental to success.
Client collaboration is a lot easier if you connect with the person you are working with at the client site. I have news for you, if you do not enjoy working with your client, they can tell. It shows in your body language, your facial expressions, your voice and your actions. If you appear to be bothered by them, they will respond in kind.
But all is not lost. You can do a variety of things to connect with your client and ensure a smoother process.
Client collaboration starts by building relationships. Oftentimes, clients view their auditor just like any other vendor. Your job is to change their opinion of you and your role so they recognize the value you bring to their company and see you as an important resource. Following are some simple things you can do to strengthen your client relationships.
- Look for ways to help them out – on both a professional and personal level.
- Go out of your way to help them.
- No matter how busy you are – allocate some time every week to building and improving these relationships.
In his famous book How to Win Friends and Influence People, Dale Carnegie said that you cannot make someone do anything they do not want, and everyone wants to feel a degree of self-worth in whatever profession they work in.
Letting the client know they are important to you and your firm is critical. Here are a few simple tips.
- Tell them you really enjoy working with them.
- Send them a short handwritten thank you note after the engagement is completed.
- A box of chocolates or similar item works wonders.
Be flexible in what you ask from your clients. This does not mean that they can ignore your requests, but asking them how “we can solve the problem together” works wonders. Let them know you share in their pain and are willing and able to help them.
Resiliency is also an important part of collaboration. If you have a setback – and you most likely will – regroup and plan how to get back on track. Don’t hesitate to approach a more experienced partner or manager to get advice on the best way to handle the situation.
When you successfully collaborate with your clients, share these successes with the other professionals in your firm. If your tact works, repeat it. If an idea does not work, don’t necessarily quit. It may be a great idea that just needs to be tweaked a bit, or it may work beautifully with another client.
Negotiate with the client by working through the situation step by step:
- Ask a lot of open-ended questions. Find out why the information they promised has not yet been provided. Listen, listen and listen some more. Is there a hidden message in what they are sharing with you?
- Show empathy towards their situation.
- Tactfully share your knowledge with them. Perhaps you experienced a similar situation with another client. How was the obstacle overcome? Is there a technological solution that can help them prepare the information easier?
- Be patient and show your concern for their situation, and collectively create an action plan that will work for both of you. Perhaps, they promised to prepare X. You then offer to do Y.
I recently read a great article entitled “Changing your Tune.” It was about a person who served on a company’s board of directors that simply didn’t get along with anyone. As the author said, “The only redemptive trait was how lovingly he spoke to, and about, his grandchildren. To hear him tell it, they actually loved him.”
See, everyone has a redeeming value – your challenge is to find it.