What if SME's used large company technology like FedEX and Amazon to provide better customer service? I got thinking about this after reading a post at AccMan Pro.
Recently I bought a great table from a SME. It's a fantastic bit of furniture and one of my favourite parts of the week is sitting at it at the weekend and eating "cakies" with the twins. The only problem was when we ordered it we only had a vague idea when it would arrive. With my book from Amazon I can track it on the internet and watch its progress. I'm not too bothered about the book, but I really wanted to know when the table would arrive.
So my thought was SME's should provide large company customer service using the inexpensive second generation internet technology (see phenomenon ). Add this to the small company personal touch and that looks like a winning formula to me.
It then struck me that as an SME we could do something similar at my firm. Accountants are often getting criticised by clients for not knowing when the accounts they prepare will be delivered. If we had a secure web based system then you could look to see what status the accounts were at and when they were expected to be due. We could also have an area where you leave messages or answer queries.
Anyone out there think that's it's a good idea for Chartered Accountants to use Amazon like technology? Or would you prefer the more formal walnut walls in boardrooms type traditional approach? As far as I'm concerned you can have whatever you like.
P.S. Dennis, if you are having a break from AccMan Pro and reading this then give me a break and stop coming up with great ideas. Even my other non-techie partners now want a Wiki and they want it the same time as the new website and online accounting. Damn-it Dennis, you are too good for my own good.