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Is your firm’s SOS process in need of rescue? Tips for improvement

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We haven’t hit extension season yet, so now is a great time to look at three important operations within your firm: sales, onboarding and service. Your “SOS” process refers to how you attract new clients to your firm, what you do to get them on board, and what you’re doing to keep them onboard.

Chances are, at least one of your three SOS areas could use some improvement. Let’s take them one at a time:

1. Sales: This is where a prospective client hears about your firm via a referral or online research. This is where you first make promises to the prospect and move them to the point at which they say: “Yes, let’s start working together,” and they sign an agreement. If you’re not getting the right clients at your firm, your sales process might be an area to revisit. More on that in a minute.
2. Onboarding: This is the most time-intensive stage for your staff and for your clients. It’s where you walk new clients through the initiation process and get them familiar with your systems, your portal and other technology you use to make the client experience great. Onboarding is where expectations get set for your working relationship, including how long it will take you to respond to calls and how clients should deliver relevant information to your firm.
3. Service: Once a new client is onboard, you must deliver all the things you promised during the sales process.

Most CPAs have plenty of business these days, but don’t feel they have enough of the right kinds of clients and they’re getting too many of the wrong kinds of inquiries from prospects. If that sounds like you, maybe it’s time to rethink how you’re defining your target client and how you’re going about reaching them.

On the other hand, you might be bringing in the right types of clients, but your onboarding process is a mess, and you have too many people going in too many different directions trying to put out fires. Perhaps you’re spending way too much time trying to set and reset expectations. That’s not sustainable in the long term. If those issues are not addressed ASAP, your team will get burned out and clients will defect.

My own SOS experience

When we went through the SOS exercise at our firm, we found it useful to start with the end in mind and work backward from there. First, we asked ourselves: “Who is the ideal client for us to serve and what does the service model look like for the ideal client?” Once we clarified the ideal client and service model, we asked ourselves: “What do we need to be delivering? What resources do we need to bring to bear and how should our staff be allocated?”

In order for the ideal service model to take place, we knew we had to take a closer look at our onboarding process to make sure clients were aware of the tools we use to make their experience great and how best to use those tools. We asked ourselves: “How can we get the clients connected to the right team members so they can go to the right people at the right time?”

Then we went to the sales process. We asked ourselves: “How do we target those people? What are they benefiting from? How do we position it and how do we price it?”

After going through the SOS exercise, our firm realized we not only needed a minimum annual fee for each client, but also an account maximum. Everyone is familiar with minimums. This is a fee level you need to justify working with a new client. But what’s a fee maximum? At a certain point, a client can get too large to handle as their needs start stretching your resources to the breaking point and pulling your firm in too many directions. Sound familiar? For us, the idea of having too few clients accounting for too large a large portion of our revenue was risky. So, we decided to diversify.

As the old saying goes, when one huge client does a cannonball in the pool, everyone gets wet — including the people outside the pool. What’s more profitable: servicing a single huge client or 10 of your ideal clients? You may find that serving 10 of your ideal clients is better, because you can run through the same processes and run through the same team. 

Again, start with the end in mind and work backward from there: service/onboarding/sales.

Your service model is about answering important questions such as: 

  • “What do we want our team staff structure to look like?” 
  • “What kind of relationships do we want them to have with clients?” 
  • “How often should we be contacting them?”
  •  “What should we be delivering on an ongoing basis?”

Again, your onboarding is about determining which tools you need to have in place, and how you can get clients to understand those tools and use them better. How can you communicate with clients and set expectations? Make sure they’re clear about how they should get certain information to your team or get important information back from your team.
Sales is about identifying the right kind of clients to work with and pricing your services correctly so they’re profitable for the firm and valuable to the client.

Firms need to understand that they have three distinct segments to their business, and it can get overwhelming if you lump them all together. But by breaking them down into distinct units and improving your processes and client experience in each, you can really streamline the process of making new clients aware of your firm, getting them on board, and keeping them on board.

How are you attracting, onboarding and serving clients? I’d love to hear from you. 

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Accounting

GASB issues guidance on capital asset disclosures

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The Governmental Accounting Standards Board issued guidance today that will require separate disclosures for certain types of capital assets for the purposes of note disclosures.

GASB Statement No. 104, Disclosure of Certain Capital Assets, also establishes requirements and additional disclosures for capital assets held for sale. 

The statement requires certain types of assets to be disclosed separately in the note disclosures about capital assets. The intent is to allow users to make better informed decisions and to evaluate accountability. The requirements are effective for fiscal years beginning after June 15, 2025, and all reporting periods thereafter, though earlier application is encouraged.

The guidance requires separate disclosures for four types of capital assets:

  1. Lease assets reported under Statement 87, by major class of underlying asset;
  2. Intangible right-to-use assets recognized by an operator under Statement 94, by major class of underlying asset;
  3. Subscription assets reported under Statement 96; and,
  4. Intangible assets other than those listed in items 1-3, by major class of asset.

Under the guidance, a capital asset is a capital asset held for sale if the government has decided to pursue the sale of the asset, and it is probable the sale will be finalized within a year of the financial statement date. A government should disclose the historical cost and accumulated depreciation of capital assets held for sale, by major class of asset.

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Accounting

On the move: RRBB hires tax partner

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Suha Uddin

BRIAN BOUMAN MEMORY CREATIO

Suha Uddin was hired as a tax partner at RRBB Advisors, Somerset. 

Sax, Paterson, announced that its annual run/walk event SAX 4 Miler, supporting the Child Life Department at St. Joseph’s Children’s Hospital in Paterson, has achieved $1 million in total funds raised since its inception in 2012.    

Withum, Princeton, rolled out a new outsourcing service offering as part of its sustainability and ESG practice designed to help companies comply with the European Corporate Sustainability Reporting Directive, the mandate requires reporting of detailed sustainability performance as it pertains to the European Sustainability Reporting Standards , effective January 2023.

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Accounting

Armanino takes on minority investment from Further Global

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Top 25 Firm Armanino LLP has taken on a strategic minority investment from private equity firm Further Global Capital Management.

The deal, which closed today, is the latest in the series of investments by private equity in large accounting firms that began in 2021 — but with a key difference, Armanino CEO Matt Armanino told Accounting Today.

“What’s maybe the punchline here — what’s really unique, I think — is that we wanted to focus on a minority investment that allowed us to retain not just operational control of the business, but ownership control of the business,” he said. “Those are some of the guiding principles that we’ve been thinking about over the last number of years, and we felt like if we could accomplish those things strategically with the right partner, it would really be just a home run, and that’s where we think we’ve landed.”

As is common with CPA firms taking on private equity investment, Armanino LLP will restructure to an alternative practice structure, splitting into two independently owned and governed professional-services entities: Armanino LLP, a licensed CPA firm wholly owned by individual CPAs, will provide attest services to clients, and Armanino Advisory LLC, a consulting and advisory firm, will perform non-attest services.

Inside the deal

As have many large firms, Armanino LLP had been looking at private equity for some time.

“We’ve been analyzing the PE trend over the last few years and our discussions with Further Global actually began several years ago, and along the way we confirmed our initial inclination that Further Global would be a great partner for us,” CEO Armanino said.

“We had the opportunity to meet with dozens of leading private equity firms,” he explained. “Ultimately we concluded that Further Global would be the best partner for us based on their expertise in partnering with professional service businesses in particular, and our desire for a minority deal structure.”

Matt Armanino
Matt Armanino

Robert Mooring

While citing Further Global’s “deep domain expertise” in financial services and business services firms, Armanino noted that this would be the PE firm’s first foray into the accounting profession: “This is their first accounting firm deal, and I think they’re only focused on this one at this time.”

An employee-owned PE firm, Further Global invests in companies in the business services and financial services industries, and has raised over $2.2 billion of capital.

Guggenheim Securities LLC served as the financial advisor and sole private placement agent to Armanino LLP, while Hunton Andrews Kurth LLP acted as its legal counsel. Further Global was advised by Pointe Advisory, with Kirkland & Ellis as legal counsel.

“Armanino ranks as high as any CPA firm in the country with the private equity community,” commented Allan Koltin, CEO of Koltin Consulting Group, who has advised Armanino for over two decades. “Their deal with Further Global fit just like a glove. They will keep control and now have the capital structure to compete on the biggest of stages.”

Internally, the Armanino partner group was unanimous in its support for the deal — and in its insistence on only selling a minority stake.

“We’ve had transparent discussions at the leadership level around not only adding an outside investor, but we knew very early on that a minority investment was the best path forward for us, and we were very excited that there was unanimous support from the entire partnership group around that decision,” Armanino said. “This structure is also going to allow the long-term owners and partners of Armanino to maintain full control over our day-to-day operations, and the proud culture that we’ve built.”

“No other firm in the Top 25 has a structure like this, and I think that’s pretty significant,” he added.

Capital plans

The goal of the deal is to give Armanino the capital it needs to take itself to a new level of growth while also addressing some of the most pressing challenges in accounting: investing in technology, pursuing inorganic growth through M&A, and attracting and retaining talent.

The firm has always been tech-forward, and recently has been a major pioneer in artificial intelligence.

“The capital will enable us to fast-track our investments in advanced technology solutions, particularly AI,” said Matt Armanino. “We’ve seen growing desire from our clients to deploy real applications for AI solutions. And while we’ve been at the forefront of automation and AI since the early days, with the development of our AI Lab a few years ago, innovative AI-driven solutions that address our clients’ most urgent challenges remain a top priority for us.”

Beyond technology investments, the firm plans to continue its aggressive M&A strategy, which has brought on 19 acquisitions since 2019.

“Those transactions have allowed us to expand our capabilities and enter into new markets and drive greater value to our clients,” said Armanino. “And we think we can accelerate that now with this capital structure that we have.”

All that M&A has brought the firm a lot of fresh talent, but no firm these days has enough, and that’s a third purpose for the new capital.

“We think there remains a lot of ripe talent across the country out there,” he said. “I think the capital will support our efforts to attract, retain, develop and reward top talent by investing in people who drive our entrepreneurial spirit here at the firm.”

The deal will allow the firm to reward top talent, for instance through equity plans that allow them to extend the firm’s ownership culture beyond the partner group that it has traditionally been restricted to.

“In many cases, for our most senior employees today, there’s not a natural mechanism to align their effort to the success of the firm to the growth of our enterprise value and how that ultimately rewards them,” explained Armanino. “And we are very excited that we have new mechanisms, and plans in place, that are going to allow us to do that very well, and effectively push down the benefits of ownership and that ownership culture to our most senior employees.”

“Finally,” he added, “speaking to our innovative culture — and that’s a big part of our brand — the capital will empower us to say ‘Yes’ more frequently to great ideas, to entrepreneurial ideas and initiatives that truly make a difference for our clients and set us apart as a leader in this industry.”

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