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Client relations matter, and this week we’re making it easier with stories on when to update engagement documents as scope expands and how to say goodbye with a grab-and-go termination letter template. You’ll also find tips for creating a small firm-friendly marketing routine that actually sticks and the best skills to look for in a new hire.
Before jumping in, some bear-y interesting news out of California involving fraud, a bear suit and luxury vehicles. 🐻
Bookkeepers Binge
Strategic influence: How to turn payroll into a high-value service
People first: One firm administrator says people and client experience are two of the four biggest investments happening in thriving CPA firms
Breakup letter: Ready to let go of a client? Grab this termination letter template to keep it simple and professional
Leaderboard: Become a more effective leader with a collective understanding of expectations and assurance that changes will benefit your staff
Time for an upgrade: Sales tax is getting harder. Your engagement scope should reflect that
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Upward Trajectory
Authority flex for small firms
You don’t need to have a huge marketing budget to build your firm’s authority in the tax and accounting space. Instead, Becky Livingston recommends a narrow focus so you can have a clear message that resonates with your ideal client. Anchor pieces to invest in include testimonials, case studies and real-life examples.
Consistency helps. Instead of creating an overly ambitious marketing schedule, create a realistic outreach strategy, such as one blog, one email and a few LinkedIn posts each month. Streamline the process even more by leveraging AI to help with your firm’s voice.
Why this matters: Many small firms waste time trying to market to everyone or maintain an unrealistic schedule. A narrower message paired with consistent, repeatable outreach helps build credibility faster, keeps your firm visible and creates attainable marketing momentum. (CPA Practice Advisor)
Industry Shares
Your new hire checklist
Making a new hire is a huge decision. The time and resources it takes to onboard and train a new employee are a major investment, especially for smaller firms. Bennett Thrasher published a list of five essential skills for any growth-oriented firm. For starters, even employees should have an entrepreneurial mindset so they can actively help build your business.
Accountability leads to a better chance of autonomy over time, while a client-first mindset will help them develop long-term relationships. Finally, they also need flexibility to adapt to a changing industry and strong project management skills to contribute to that overall sense of ownership over their work.
Why this matters: A bad hire at a small firm doesn't just affect one role; it slows down every client it touches. Screening for entrepreneurial mindset and accountability up front reduces the chance you're managing someone who needs managing rather than someone who moves the work forward. (Bennett Thrasher)
Poll
The News
The Bottom Line
To scale or not to scale advisory
As you grow your firm and make new hires, you may find that the advisory side of the business remains at the owner level. As demand grows, you probably still carry most of the burden of client guidance and execution. To really grow, you must have multiple team members who can deliver the same quality of service. Start by assessing your team’s teachability, then develop an in-depth playbook that covers goals, escalation triggers and outcomes.
Why this matters: Building a team that can confidently handle higher-level decision-making creates more capacity and reduces the risk of your firm’s growth being tied entirely to one person’s availability. (Wolters Kluwer)
Thanks for reading this week's edition! You can reach the newsletter team at [email protected]. We enjoy hearing from you.
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The Net Gains is written and curated by Lauren Ward and edited by Bianca Prieto.
