1. When and How to Fire a Client Presented by: Bill Parrish (oneplusone) 3

2. Those Pesky Disclaimers This Information is copyright protected by (oneplusone) 3 and may not be reproduced or otherwise distributed without the written consent of (oneplusone) 3 This presentation is for informational purposes only and should only be implemented by a practitioner after appropriate due diligence has been performed Not all of the concepts and strategies proposed in this presentation may be appropriate for all practices. Careful study must be undertaken by anyone considering the implementation of these concepts and special attention should be given to individual state laws governing the practice of professionals.

3. Why Talk About Firing a Client? Our Reputation Our Ethics & Rules of Professional Conduct Profitability Compatibility Timeliness Accuracy

4. Why Talk About Firing a Client? Completeness Continued Compliance Problems Honesty Slow Pay Peace of Mind

5. Evaluating Clients At least Annually All like clients at the same time May want to do tax and accounting clients separately November for accounting May for tax By every staff member Common Criteria

6. Client Ranking A Clients -Best Clients B Clients -Above Average Clients C Clients -Average Clients D Clients -Below Average Clients E Clients -Worst Clients These are the ones to fire!

7. Common Criteria Honesty Timeliness in Getting Work to us Tax Compliance Completeness of Work Accuracy of Records

8. Common Criteria Frequency of Emergencies Constant Unusual Requests Profitability Paying Habits Compatibility Peace of Mind

9. Spread Sheet Time Left Hand Column – Clients Rows – 11 Previous Common Criteria In each Field, rank 1 to 5 1 lowest ranking (E Client) 2 highest ranking (A Client) Final Column – Total of 11 Columns for each row (client)

10. Spread Sheet Results You will have a ranking of your clients based upon scores Highest total points are best clients Lowest total points are worst clients Results may be surprising You are now in an educated position to examine your relationship with each client One of the most powerful practice management tools available

11. Ok, What do I do Now? Equally divide column 12 by 5 Clients will then be ranked A through E based upon their total score. Highest 1/5 deserve special attention These are your most profitable and easiest clients to work with Middle 3 levels need to be examined to see how to improve to A level Lowest level – E Clients need to be fired

12. The Hardest Part Fire those E Clients Your time will be freed up Your profitability will increase You will have the time and resources to add new clients You will sleep better at night

13. Doing the Dirty Deed Options: Double the fees (if client is worthy of keeping) Client may leave on their own Less stressful Write Letter to Client Be Firm Provide a Reason Set a date for termination of services Agree to assist with orderly transition

14. Stick to Your Guns Sometimes, clients are as anxious to change as you are to see them change Others will resist Do not give in You made your decision based upon common criteria The ranking is sound You owe it to your practice and to other clients

15. Mark Your Calendar Repeat Next Year Your Practice will have improved dramatically Your D Clients will become your E Clients if you have not worked to improve the relationship More difficult to fire the second round More important to continue

16. Results You will have better clients You will be more profitable You will be continually upgrading your practice You image will be improving You will be attaining the practice you want

17. Do Not Close Your Browser Continue on so that you can participate in the exit survey and qualify for CPE

18. For Information About ConnectEd: Jodi Goldberg, Director of Member Services National Society of Accountants 800-966-6679 Ext 1304 jgoldberg@nsacct.org About the Presentation Bill Parrish, Founder & CEO (oneplusone) 3 800-867-0065 Ext 1013 billparrish@oneplusone3.com