Client Manager...

Good morning <name>!

There’s someone I’d like you to meet!

With the increase in accounting work being forced upon us by government, Internal Revenue in particular, we have reached the stage where we must upgrade the degree of personal attention we pay to the matters we handle on your behalf.

It is therefore with much pleasure that we would like to introduce you to one of our highly qualified team members who will have personal responsibility within our office for managing all aspects of the work we do for you on a day-to-day basis.

Your Client Manager who will be your first point of contact and will have their finger on all aspects of your business is Terri Smith, a qualified accountant, with a special interest in the investment property market and in, particular, the minimisation of tax from both a business and investment perspective.

We know that you will appreciate the knowledge and practical advice that Terri will bring to your affairs and we are sure that you will enjoy a great business relationship.

Naturally, rather than call me for any advice you should call Terri in the first instance for immediate attention. Of course, you can rest assured that Terri and I will confer on the appropriate accounting and business strategies for the best results for your situation.

Yours sincerely,

 

Graeme Jones
PRINCIPAL

 

Client Goodbye...

Good morning <name>!

To ensure the best possible service!

With the increase in both the volume and complexity of accounting work being forced upon us by government we have reached the stage where we must review the services we provide for the wide range of clients who have honoured us by choosing us for their accounting and compliance services.

You will understand that in an increasingly complex world it is becoming more and more difficult to provide a suite of services that can meet the demands of every sized client in every type of business in every type of industry. Being conscious of that and, in particular our duty of care, we have for some time now been assessing what the best match is for the needs of the clients we serve and our capabilities to provide the appropriate services.

A recent review of the services we provide for you has led us to the conclusion that we are not equipped to handle your accounting requirements having regard to your specific and special interests.

We therefore have reluctantly taken the decision that it is in our mutual interest to recommend that you seek the services of another accountant who will be able to provide services more closely attuned to your needs.

We are sure that there will be many firms in the area who will be able to provide the services you require and would welcome you as a client. As soon as you let us know you have selected a new firm we will be happy to provide all the information held by us to them.

It is always difficult to come to a parting of the ways but we are confident that this decision is in the best interests of both of us and we do hope that you will appreciate the reasons for it.

Finally, thank you for choosing to deal with us. We have valued your custom and wish you all the best for the future.

Yours sincerely,

 

Graeme Jones
PRINCIPAL

 

Script for Re-directing Calls to Manager...

Jessica:	Good morning and welcome to Bloggs Partners, this is Jessica. (If caller is not recognised) May I have your name please?
Caller:	It’s Fred Bloggs.
Jessica:	G’day Mr. Bloggs and how can I assist you today?
Caller:	I’d like to talk to Graeme please.
Jessica:	Look, Graeme isn’t available right now and I see that Terri Smith is your Client Manager and naturally your first point of contact so I’ll put you thorough to Terri (or I’ll have Terri call you).
Caller:	But I really wanted to speak to Graeme.
Jessica:	Well, I’m sure that Terri will arrange that if necessary, so let me put you through to Terri, Mr. Bloggs.