Feb 28, 2018 11:00:00 AM

Legacy Pull of Relationships Even Affects My Hair

For some reason, hair has been a central theme for me lately. Maybe because I’m quickly losing mine. I have a lot more forehead today than five years ago. Thank goodness I still have the perfect face for radio! 

Most of us are extremely picky about who cuts our hair. I certainly am. I have a “cowlick” and when it’s cut too short, it sticks up everywhere. For most of us, changing hair stylists is like changing your tax advisor, wealth advisor or auditor—it only happens when we feel like we must make a move. 

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Topics: Relationships, Anticipatory, Client Service

Nov 8, 2017 10:00:00 AM

Client Service Is Dated

I admit that I have been known to keep a shirt, coat, pants or tie that according to CeCe look “dated.” Our conversation usually goes something like this:

CeCe: You can’t wear that, it’s completely out of style!

Me: Well you liked it just fine when we bought it, it’s in great shape and it’s comfortable.

CeCe: I don’t care, you are not wearing that!

And that’s usually the end of our discussion. I then proceed to change clothes because, you know, I really wanted to wear something else anyway. 

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Topics: Client Service, Forward Thinking

Nov 1, 2017 12:00:00 PM

Inward Mindset Dominating Client Experiences

Over the last 50 years, CPAs have been riding a wave of success, high trust and flowing demand that is frankly quite impressive by any measurement. This high level of relevance and success has been the result of excellent service, extreme competence, unparalleled work ethic and the integrity of a profession that has put the public interest first.

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Topics: Client Service

Mar 29, 2017 11:00:00 AM

I Only Golf at Sage Valley

“I only golf at Sage Valley,” I responded to one of my colleague's inquiry about my golfing at our annual Sage Valley outing. We all laughed as I shared they had seen me hit my last golf ball on last year’s trip. Another colleague chimed in, “That’s a great line…‘I only golf at Sage Valley.’”

If it didn’t sound so snobby, I might actually use it, but no one would understand the humor in it. Nonetheless, it is true. I gave golf up many years ago and until last year at this special invite, I had not so much as hit a single golf ball in many years. “Rusty” would be a compliment for the condition of my golf game.

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Topics: Client Service, Leadership

Oct 12, 2016 11:00:00 AM

Is Our Greatest Potential for Growth Sitting out on the Curb?

Shortly after we moved to Jackson, Mississippi, and still early in our marriage, CeCe and I were making our way back to our house through our new neighborhood. It was a beautiful fall Saturday morning and we were enjoying the day as we had no big plans. Our neighborhood was one where most of the neighbors knew each other and every yard was very clean and neat. As we rounded the curve about three houses from ours, we came to a large pile of household goods sitting by the curb. It was obvious that we had a neighbor who was moving and they were cleaning out.  As we slowly rolled by, I came to an abrupt halt when I saw a grill sitting out on the edge of the pile.  Now I will be the first to admit, I have never seen a grill I didn’t like—it’s my favorite way to cook and I love to cook. As I started to get out of the SUV, it appeared that this grill was in really good shape—in fact I was pretty sure it was in better shape than mine.    

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Topics: Anticipatory, Client Service, Leadership

Jul 13, 2016 11:00:00 AM

Anticipatory Is a Big Word

Anticipatory is a big word—I wish I had been more anticipatory on what to blog about this week. I had a relevant fishing story I was really excited to share, but that was shelved (next week, I promise!).  Instead, I felt compelled to share why I was participating in next week’s webcast Will Your Firm Thrive or Just Survive? The Critical Competency for Today’s Practitioner hosted by CPA.com. 

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Topics: Anticipatory, Client Service, Leadership

Jan 20, 2016 10:30:00 AM

The Desire to Serve: Are You Delivering an Unrivaled Experience?

My wife, Cathy, and I had the unique experience of dining with friends at the MiniBar in Washington D.C. I have a serious weakness for food of all kinds. I love to eat. When I get sick, Cathy always laughs at me because I tell her I’m going to eat my way back to feeling good. Just try it, it works!  

To say this dining experience was a culinary extravaganza would be an understatement. The matching of the flavors, temperatures and textures was exquisite. I certainly tasted dishes that I will never experience again and the overall culinary experience was incredible. But this blog is not about food, believe it or not, it’s about service. 

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Topics: Servant Leadership, Client Service