CLIENT SERVICE BENCHMARKS

By

August Aquila

While client satisfaction surveys are important for firms to conduct, they simply and unfortunately provide you with lagging measures. In other words, they tell you how you did last year.

Pretend you are at a sporting event and there is no scoreboard. You don't know who is winning. You don't know if the game if a blow out or a nail biter. In short, if you don't have a scorecard, you don't know if your team is winning or losing. Don't wait until the end of the year to find out how well you are serving clients. Let me offer to you the following measures that will help determine if the firm is meeting its client objectives for the year.

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MERGERS – Look beneath the surface!

By

August J. Aquila, PhD

First-hand experience has taught me that firms do not spend enough time really getting to know the merger or acquisition candidate and are over confident in their estimation of the planned synergies and integration effort and process. As accountants are often accustomed to do, they focus on and devote their energies to the financial aspects of the merger, sometimes forgetting that there are several phases in a successful merger transaction.

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