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Published byOpal Sherman Modified over 8 years ago
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Creating A Level 5 Culture CART Chicago May 2016 Presented by: Craig A. Underhill, CPA, CSPM Shannon B. Hunter, CPA, CGMA
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Adoption vs. Implementation ■ Waiting until the water is warm ■ Not now we’re too busy ■ L5 is for that group over there
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Modifying Existing Culture ■ We do tax, accounting, business services… ■ How do we put the client at the center of everything we do?
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Staff Empowerment ■ We need staff to take the initiative to understand the clients they work with (not on) ■ Need to develop relationships with client – Owner, management, frontline employees – If you don’t know them, it’s difficult to care ■ Provide them with opportunities to create and then deepen relationships
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Story Building What if you thought about your client’s like a great novel? How would the table of contents read? What chapters of the story have yet to be written? How would the client like the story to end
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Story Building ■ At client’s business location: – Purpose: to document their table of contents ■ Partner/manager/somebody/ poses questions to begin creating the table of contents – Staff captures client’s thoughts in a TOC ■ Close meeting with a question – Was this process helpful? – Can we continue this conversation next month? ■ Tour the facility and look for opportunities to discover more about their business (i.e. questions for the owner) Staff are in meeting with partner and client
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Small Group Activity Multiple Groups ■ What questions will inspire your clients to share their story? Different Groups ■ Design an inspiring Table of Contents deliverable ■ Break the stereotype of a CPA deliverable
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Let’s Try it Out ■Volunteers needed for the following roles: 1.CPA Firm Role ■To ask client questions ■A listener to hear what the client is saying ■Be able to summarize to the client what they heard 2.Client Role ■Answer the questions as they pertain to your firm 3.Everyone Else ■To create the table of contents ■Debrief process - all
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Break time? ■Do we need a break?
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Recap ■Build relationships at all levels within the client’s business ■Questions, listen, respond, capture, deliver Client’s Novel TOC ■Let’s focus next on our team in training
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Continuous Improvement ■ L5 culture requires training – Soft skills – Analytical skills – Implementing processes ■ Build personal pathway ■ Build dashboard
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Training Takes a New Shape ■ Soft skill development – Communications: DISC – Motivators: TTI Assessment – Stress awareness: TTI Assessment – Art of a focused conversation – Brainstorming process
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Training Takes a New Shape ■ Analytical skill development – Profit Planner to see what drives profitability – Building what if cash flow models – Building dashboards – Create a business simulator ■ Participant would learn what an owner struggles with
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Training Takes a New Shape ■ Process skill development – Follow MBA process of how to organize and document an engagement – Staff team competitions ■ Run their own planning sessions (internal) ■ Learn how to hold ideas discovered today to be used months from now ■ Creating accountability
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Training Takes a New Shape ■ Build personal pathway – Staff $COPE Scorecard – Create strategies for improving weak areas – Create implementation timeline – Facilitated by L5 leaders ■ Dashboard – Monthly goals they are striving towards – Accountability – Share accomplishments and challenges – Work together to grow the individual
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Group Exercise Small groups will work on the following: 1.What 3 things are you going to do when you go back to your firm? – How can you be a catalyst for change? 2.Discuss your ideas with your group – Group spokesperson will summarize and share ideas they heard 3.Each of us will email our ideas to Steve – NOW! 4.Report your successes in October
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In a Nutshell ■Culture shift is needed to create a firm wide mindset ■Staff building relationships with client’s team ■Drafting the client’s novel ■Continuous improvement with a twist ■Leadership needed to create an environment where L5 culture can thrive
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