1. The document discusses giving clients what they want by understanding their motivations and priorities. It suggests clients value a firm based on the perceived payoff and experience, which are shaped by daily interactions. 2. Providing excellent client service quickly builds value and loyalty for an accounting firm. The best approach is practicing client conversations with feedback from a coach. 3. Understanding what motivates business owners allows a firm to help clients feel successful, secure, and achieve their goals through accounting services. The four most influential emotions on clients are discussed as fear, anger, happiness, and sadness.

1. Giving Clients What They Want
1© 2017 Remarkable Practice
QuickBooks Connect London 2017
Giving Clients What They Want
QuickBooks Connect London
6–7March 2017
Paul Shrimpling
Founder, Remarkable Practice

2. Giving Clients What They Want
2 © 2017 Remarkable Practice
QuickBooks Connect London 2017
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© 2017 Remarkable Practice
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3. Giving Clients What They Want
3© 2017 Remarkable Practice
QuickBooks Connect London 2017
About Your Presenter
Paul Shrimpling
Founder
Remarkable Practice
www.remarkablepractice.com
paul@remarkablepractice.com
https://www.linkedin.com/in/paulshrimpling
@shrimpers
Paul works exclusively with accountancy firms helping them achieve remarkable
results through Remarkable Practice. Helping firms overcome the difficulties of
running an accountancy business and making the most of the opportunities they face
is his single focus.
Paul has an active LinkedIn group dedicated to marketing for accountants — Marketing for
UK accountants in Practice — more leads more often. He is also the creator of Marketing
Services for Accountants and Business Bitesize.

4. Giving Clients What They Want
4 © 2017 Remarkable Practice
QuickBooks Connect London 2017
1. Your clients decide on the value of working with your firm in their
and .
The payoff and the payoff you deliver must exceed the
price your clients pay.
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2. Yours and your people’s daily and weekly determine your clients’
perception of value from your firm.
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3. When your clients see and feel greater value from your firm, you get 4 BIG WINS:
1. 2.
3. 4.
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5. Giving Clients What They Want
5© 2017 Remarkable Practice
QuickBooks Connect London 2017
4. Your attitude and your people’s attitude to determines the speed you
and hence your level of .
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5. Your best friend is practice at with
the close help of a .
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6. Giving Clients What They Want
6 © 2017 Remarkable Practice
QuickBooks Connect London 2017
Business owners are inspired by a
desire to:
Your firm can leverage this motivator by helping your clients:
1 Stand out from the crowd Project a unique identity; be seen as special
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2 Have confidence in the future
Perceive the future as better than the past; have a positive mental
picture of what’s to come
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3 Enjoy a sense of well-being
Feel that life measures up to expectations and that balance has
been achieved; seek a stress-free state without conflicts or threats
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4 Feel a sense of freedom Act independently, without obligations or restrictions
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5 Feel a sense of thrill!
Experience visceral, overwhelming pleasure and excitement;
participate in exciting, fun events
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6 Feel a sense of belonging
Have an affiliation with people they relate to or aspire to be like;
feel part of a group
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7 Protect the environment
Sustain the belief that the environment is sacred; take action
to improve their surroundings
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8 Be the person I want to be
Fulfill a desire for ongoing self-improvement; live up to their ideal
self-image
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9 Feel secure
Believe that what they have today will be there tomorrow; pursue
goals and dreams without worry
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10 Succeed in life
Feel that they lead meaningful lives; find worth that goes beyond
financial or socioeconomic measures
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7. Giving Clients What They Want
7© 2017 Remarkable Practice
QuickBooks Connect London 2017
6. Which 4 emotions do you believe have the biggest influence and impact on your
business clients?
1. 2.
3. 4.
7. The habit loop has 4 components:
What gets gets managed. What gets managed gets .
8. KPI means .
The best KPIs are KPIS.
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8. Giving Clients What They Want
8 © 2017 Remarkable Practice
QuickBooks Connect London 2017
9. The ultimate KPI that predicts your firm’s success is the
.
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