An accountant's role has a place in keeping a business fluid and on track. However, if you allow the culture and daily thinking to be focused solely on saving costs, chasing cash, and trying to maximise what you can squeeze out of your customers pockets......then - Im sorry you are on a losing to ticket to nowhere.

For one thing, this is exactly what every one else is doing, so you end up getting the same results as your competitors. Far better to lead the way in creating an outstanding service culture, one which attracts new customers and leaves your competitors wondering where they went wrong whilst all the customers choose you as their favourite providor.
When that happens your accountants role becomes one of showing how steep the business growth is instead of shaving costs everywhere.

Try it - I know it works. Ive seen it in so many businesses to stake my life on it!


Understanding a customers viewpoint - is all very well for the theory books and classroom meetings.

Just as important though is actually stepping out and looking at your business with a customers eyes. If you own a store then come out from behind the sales desk and see what the customers see, not once in a while but every hour.
I guarantee you will see a dusty shelf which needs wiping, a stray bit of litter in a corner, or a light fitting which needs fixing. Get out and about more often and spot things which let you down before everyone sees it.


Quality in a service or product is not what you put into it. It's what the client or customer gets out of it.
- Peter Drucker