Note

Please note that this seminar will be held in Johannesburg only.

Overview

This half-day seminar is designed to provide a range of innovative ways to improve client service so that it is truly outstanding. In half a day, you will learn tools and techniques that will enlighten, entertain and enrich your capabilities to improve your client service.

Content

• Unleashing the power of your personal interactions
• Developing your skills and developing your role as a business
• adviser
• The true cost of poor service and the true potential of delivering extension services
• Upgrading your personal development and service capabilities
• The key lessons from the iceberg of time and the rear view mirror
• The potential of the rule of fee flexibility
• Realise the most from these essential client meetings
• The outstanding client service revolution and how to upgrade your service
• Your invisible report card and improving your client rating
• Leveraging your client meetings
• Delivering fees from the five essential client plans
• Learning from others – an award winning Lexus car dealer, a crazy New Zealand dentist, Ritz Carlton and Disney.
• The power and value of asking the right questions
• Widening your service portfolio
• Essential KPIs that will drive outstanding client service
• Lessons from the “HEART”
• Managing your moments of truth and moments of magic
• This is a half day programme that will enlighten, entertain and enrich your capabilities to improve client service

Presenter

Mark Lloydbottom, Practice Management Consultant, UK

Mark Lloydbottom is acknowledged as a futurist who specialises in management planning and strategy for accounting firms. His programmes and consulting are based on over 25 years’ experience as a practitioner and consultant. He has worked with professional service firms in fifteen countries and has lectured throughout Europe, North America and Africa, standing on platforms with leading industry thinkers including David Maister and Paul Dunn. Mark was a practitioner for 16 years having started his own practice in Bristol in 1978.

He is the founder of Practice Track and PracticeWEB and has also served on various committees with the Institute of Chartered Accountants, including the 2005 Working Party. Mark was a non-executive director of SWAT for ten years, serving as chairman for the last three. He has worked closely with leading firms in the US including Practice Development Institute based in Chicago, BizActions in Maryland, AccountingWEB in the UK and USA and Faust Management Corporation in San Diego. He lectures throughout Europe, the United States and in South Africa for the South African Institute of Chartered Accountants. He also works with a number of the UK's leading firm associations and accounting institutes.

He is devoted to researching and identifying strategies to enable accounting firms to build the top and bottom lines. He achieves this by delivering high-quality consulting, CD/DVD-based management training programmes and lecturing. Yet he maintains his technical expertise and remains PracticeWEB's principal author for site content used by more than 700 UK accounting firms.

Mark is the co-author of Clients4Life published by the Institute of Chartered Accountants of Scotland, South African Institute of Chartered Accountants and the Institute of Chartered Accountants of Australia and New Zealand. He is also the author of the CD/DVD/Manual Defining Edge, Power UP Your Gross Margin.

Who should attend

Practice owners and all client-facing staff.

CPD

Attendance of one half-day seminar will accrue 4+1 hours’ CPD for members of a relevant professional body such as ACCA, SAICA, AAT, SAIPA, SAIBA, IAC, CSSA, ICBA, LSSA, FPI, and the IBA.

Attendance of both seminars will accrue 8 +2 hours’ CPD.

Complete a free online assessment at the end of each event and receive an additional CPD point per seminar.