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Client Etiquette

We encourage our clients to observe best practice client etiquette rules when interacting with our firm and its personnel as this fosters a positive and productive working relationship. It ensures effective communication, timely service delivery, and mutual respect between the firm and its clients. Some of these are detailed below;

  1. Respectful Communication: Clients should maintain a professional and respectful tone when communicating with our team members. This includes using appropriate language and treating the team with courtesy and respect.

  2. Timely Information Sharing: Clients should provide all necessary information and documentation in a timely manner to ensure efficient handling of their accounting, tax or other professional matters. This helps prevent delays and ensures accurate and timely service delivery.

  3. Compliance with Deadlines: Clients should adhere to agreed-upon deadlines for providing requested information or reviewing and approving documents. Meeting deadlines allows us to meet client obligations and complete work promptly.

  4. Timely Fee Payments: Clients should make timely payments for services rendered, adhering to the agreed-upon payment terms. This helps maintain a healthy financial relationship and ensures the continuity of services.

  5. Honesty and Accuracy: Clients should provide accurate and honest information to the firm. This includes disclosing all relevant financial details and being transparent about any potential issues or concerns.

  6. Respect for Confidentiality: Clients should respect the confidentiality of their own financial information as well as the confidentiality policies of the firm. This includes refraining from sharing sensitive data with unauthorized parties and adhering to any confidentiality agreements in place.

  7. Clear Communication: Clients should clearly communicate their needs, goals, and expectations to the firm. Providing comprehensive instructions and relevant details helps the team understand and meet the client's specific requirements.

  8. Professional Boundaries: Clients should respect the professional boundaries of the firm’s partners and staff. This includes refraining from making unreasonable demands, respecting office hours, and communicating through designated channels.

  9. Appropriate Use of Resources: Clients should make reasonable requests and use the firm’s resources responsibly. This includes avoiding excessive or unnecessary requests and respecting the firm's policies on resource allocation.

  10. Appreciation and Feedback: Clients should express appreciation for the services received and provide constructive feedback when necessary. Showing gratitude and sharing feedback helps the firm improve its services and maintain client satisfaction.

Firm Etiquette

Conversely, the firm is committed to the following;

 

  1. Respectful Communication: Maintaining professional and respectful tone when communicating with clients, whether it's through phone calls, emails, or in-person meetings. We aim to use clear and concise language to ensure effective understanding.

  2. Prompt Response: We strive to respond to client inquiries and requests in a timely manner. We aim to acknowledge receipt of their communication within 24 hours and provide a comprehensive response within a reasonable timeframe.

  3. Active Listening: We practice active listening to fully understand our clients' needs and concerns. We take the time to comprehend their questions or issues before providing appropriate solutions or guidance.

  4. Clear Expectations: We set clear expectations regarding the scope of your services, timelines, and any associated fees. We make sure clients are aware of what they can expect from our firm and any limitations or conditions that may apply.

  5. Transparency: We maintain transparency in all our interactions with clients. We keep them informed about the progress of their accounting, tax or other professional matters, any relevant updates, and potential challenges that may arise. We value Honesty and transparency and aim to build trust.

  6. Confidentiality: We safeguard our client’s confidentiality by maintaining strict data protection measures. We ensure that all client information and sensitive data are securely stored and accessed only by authorized personnel.

  7. Proactive Reporting: We provide regular updates and reports to clients, summarizing the progress made on their accounting, tax or other professional matters. This keeps them informed and helps them make well-informed decisions.

  8. Professionalism in Conflict Resolution: We aim to handle any conflicts or disagreements with clients professionally and tactfully.  We listen to their concerns, strive to find a mutually beneficial solution, and maintain a respectful demeanour throughout the process.

  9. Continuing Education: We stay updated on the latest accounting regulations, industry trends, and best practices. We engage in continuous professional development to enable us to provide informed advice and better serve our client’s evolving needs.

  10. Feedback Mechanism: We establish a feedback mechanism to solicit feedback from clients regarding their experience with our firm. This feedback can help identify areas for improvement and enhance client satisfaction.

  11. Personalized Service: We treat each client as an individual with unique needs and circumstances (regardless of size or fee level). We tailor our services to meet their specific requirements, providing customized solutions and advice.

  12. Relationship Building: We foster long-term relationships with clients by showing genuine interest in their success and growth. We aim to regularly engage with them, offer relevant insights, and provide proactive advice to support their financial objectives

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