December 11, 2019

Customer Experience Before Upgrade

I’m staring at my cell phone ringing from an unknown number on my way home from our cabin where DIRECTV has missed their second appointment with me. It’s three hours round trip so you can imagine my mindset is not exactly even-tempered. I have been talking with the DIRECTV support team and advanced resolution team all morning. And based on my experience, there’s nothing advanced about their service or capabilities. I did learn a few new excuses which I took the time to point out as they rolled each one out. 

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Topics: Customer Experience, Client Service

December 04, 2019

Some Things Are Concrete

Our front curb is a mess as I begin to pick up large pieces of concrete. We had a company cut two 36 inch slabs out so we can have some additional drainage added to handle excess water in our yard. I’m trying to salvage some of the sod so I can patch a spot in the backyard that I destroyed a few weeks ago which CeCe has not forgotten about. She is fond of a beautiful yard and I have been in the doghouse over this dead grass. 

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Topics: Anticipatory, Client Service

November 26, 2019

Thanksgiving Is Really Cool

Think about the Pilgrims in 1621 who hosted the first Thanksgiving dinner and how little they had to be thankful for compared to the many comforts we enjoy today. Thanksgiving is really a cool celebration as we step away from the fast treadmill of life to pause with family and friends to just be thankful. Giving thanks to God for our blessings and sharing our love with each other.

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Topics: Gratitude, Sense of Belonging

November 20, 2019

Practice Overcomes Fear

“Pull the trigger, Davis!” We chime in at the shooting range with my grandson Davis, who was nine at the time. As you probably know, we’re a hunting family, and the day before this happened, Davis had passed on a nice 8-point buck because he was frozen by the thought of the recoil even though he has successfully shot this gun before. His rifle is loud, but not deafening, and a great youth gun to learn gun safety with because of the size and limited recoil. So his dad, Brandon, and I took him to the shooting range trying to get him comfortable shooting again.

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Topics: Growth, People Development, Leadership

November 13, 2019

Will Our Present Business Model Survive Exponential Change by New Competitors?

For the last few weeks, we have been discussing the technology-fueled disruption headed our way as part of the blog series, 5 Questions that Might Make Us #beEvenBetter. The rapid and radical transformation from this gathering storm inspired me to seek advice from some of the top leaders in our profession and, in the process, develop a routine of considering key questions regarding the future I’m charged with leading.

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Topics: Anticipatory, Forward Thinking

November 06, 2019

Driving Towards the Storm

I literally can only see a few feet in front of us as CeCe and I are driving down to Point Clear, Alabama. We are on the way to The Grand to help host HORNE's L.E.A.D. leadership training program for 43 of our new managers and supervisors. But the rain is coming down so hard it’s like someone is pouring buckets on the windshield. 

I cut the flashers on since I am slowing to about 30 MPH. Several cars are pulling over to the side and they almost cause a pile-up as cars behind them are not seeing them fast enough. These sudden storms are nerve-racking, not unlike some of the disruption and change we are seeing in our profession.

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Topics: Anticipatory

October 30, 2019

I’m an Accountant, Not a…

It’s raining on Saturday afternoon and I’m really in the mood to do nothing. I’m okay with that as we all need these moments to recharge. Flipping through the channels, I pause on a bass tournament for about ten minutes but start scanning again. There’s nothing on that is drawing my interest.

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Topics: People Development, Anticipatory, Growth Mindset

October 23, 2019

Being a Day 1 Firm, Every Day

Jeff Bezos and Amazon have been extremely successful in driving disruption in numerous markets. He has defined the key to that success as being a “Day 1” company — not resting on present or past success but treating each day as Day 1. This is exactly the concept we need as a partner mindset throughout our profession.

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Topics: Forward Thinking, Leadership

October 16, 2019

Does Our Pricing Reflect the Impact or Worth of Our Services and Advice?

A few weeks ago, we kicked off the blog series 5 Questions that Might Make Us #beEvenBetter to address the challenges facing accounting firms today. A supercell of technology-fueled disruption is headed our way, and we must figure out how to plot safe passage through what promises to be rapid and radical transformation. 

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Topics: Anticipatory, Forward Thinking

October 09, 2019

Behaviors Matter for Strong, Inclusive and Diverse Teams

At a recent AICPA Women's Initiatives Executive Committee (WIEC) meeting in Seattle, we had a healthy discussion on our future view and how we can move the needle faster for women and overall diversity in our profession.

Research confirms that diversity is not only one demographic marker. Instead, it is an intersection of our many different lenses and personal experiences.

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Topics: Diversity, Team Building, Leadership

October 02, 2019

Confessions of a Hoarder

CeCe and I are unloading several packages into our closet fresh off one of my two trips a year shopping for new clothes. I hate to shop, but I do like having new things.

Just as I set the packages down, CeCe looks at my side of the closet and says, “You’re going to have to get rid of some things! Some of this is stained, you never wear this, and that doesn’t fit. Do you want me to go through it for you?” “Heck no, I will do it, I promise.” If CeCe went through it, I wouldn’t have a stitch left!

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Topics: Forward Thinking, Leadership

September 25, 2019

What Does Your Badge Say?

It’s about 9:30 p.m. on a cloudy night when blue lights pop on in the median just as my radar detector goes off — I’m toast! I quickly pull over, grab my license, roll down my window and get my hands where the officer can see them as he walks up. Even in this moment, I am always in awe of their courage and commitment to public safety. (Knowing the routine might be a hint that I have been in this situation before, all of which are my fault.)

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Topics: Anticipatory, Growth Mindset

September 18, 2019

Small Gestures, Big Impact

Church service has just ended and I see our good friend, Andre, making his way out of the church. “Andre, can we give you a ride home today?” “Sure, Joey!” Today, we also have our next-door neighbor and family friend Jan attending church with us. Jan doesn’t know Andre, who is blind, and Jan is talkative so I’m thinking it should be an interesting and fun ride home.

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Topics: Relationships, Daily Action, Positive Energy

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