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.
Technorati Tags: small business medium sized business sme smb blogging accountants
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.
Ahem - no can do Phillip - but I can always (cough, splutter) make myself available (at a fee - more coughs and splutters) to help out with the technologies and people implementatinon bit.
Posted by: Dennis Howlett | 31 March 2006 at 12:51
Funny enough, I have that very much in mind for the future. That and meeting up for a pint of Landlord.
Posted by: Philip Woodgate | 31 March 2006 at 13:09
Good question Philip and I don't want to interfere with the answers but I would like to ask one question "Do SME owners know what they want (can expect from an accountant) or would they prefer us (the accountants) to tell them what they could have and then let them choose?
Posted by: Stuart Jones | 02 April 2006 at 09:25
Hi Stuart. The easy answer to your question is that I think some do and some don't (if just because the SME coverage from micro to medium-sized businesses is so wide.)
To me your question goes much deeper than that and deals with how we (and all SME's) communicate and deal with our customers/clients expectations. Using technology may be an aid in this area, which is why I was interested in using Amazon like technology. Do you think any of your clients would like that type of technology?
Posted by: Philip Woodgate | 03 April 2006 at 14:19
Hi Philip, Stuart,
I think there are 3 key ingredients here - communication, choice, and new technology. The average SME owner tends to think of the accountant as the necessary bean counter to help him do all that legal stuff. They need to be offered the choice of better, value added services that are going to help the bottom line rather than just add up the bottom line. Philip's using online accounting and blog technology to address some of that (as is Stuart). The idea of taking it a step further so the SME can check on the progress of the latest deliverable due has got to be a benefit (and a differentiator over the next accountant down the road). The beauty of current web, wiki, blog and extranet technology is that this kind of service becomes sensibly affordable for the practice (and for the SME).
Posted by: David Terrar | 04 April 2006 at 12:07
Hi Philip & David,
A few would I am certain and a larger number would once they had seen what was possible. I would love to have a "feature" where clients logged-in on a regular (weekly basis? or is that too frequent) to see what we needed from them and more importantly to let them see what we had been doing for them. The time limit will be variable. When we are doing their annual accounts/tax returns then weekly would seem the best but at other times the interval would probably be longer. Although having said that if we are reviewing monthly accounts then weekly/fortnightly does not seem too frequent.
Posted by: Stuart Jones | 05 April 2006 at 21:34
Stuart - there is a solution to that - online calendar accessed from inside your webpresence. All these things require cooperation from/with the client.
Better still (sorry Philip - iodea warning) get a list of 'I want these features (solve these problems) in my web presence' together and let's see if between us all, we can't work it out? How's that sound?
There will be answers - promise you about that.
Posted by: Dennis Howlett | 08 April 2006 at 01:41
What great ideas. They are on the list for the second wave after the first wave of online accounting, new website, training videos and wikis.
Times have changed. And to think I remember when I was just a wee lad when we had pencils and extended TB's, a bike and a large hill to climb with a loaf of bread.
P.S. Dennis - the team have rebuilt my brain to withstand new ideas. Only bugs to report are I keep hearing a well known 70's theme tune from a show staring Lee Majors. It can be quite irritating when I'm trying to watch Neighbours.
Posted by: Philip Woodgate | 08 April 2006 at 06:00