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Fair value delivery case study
“Our clients value our service more highly than we do”

 

A mid-sized accounting firm’s profitability was well below its Board’s expectations—and industry standards—despite enjoying very good client relationships.

  Our clients value

FACT

Their [Fair Value Report] showed that, compared to its competitor benchmark, the firm was rated consistently above average on client service performance, and below average on fees.

 

 BEA22775_Beaton_Chart_5_Performance_pink

 

 

INSIGHT

The firm’s high levels of client service were not matched by its fees.

ACTION

The firm implemented an “expensive and worth it” campaign, involving:

  • internal communications about clients’ views of its service versus fees
  • progressive rate increases.
 
 
 
 
 

OUTCOME

In less than a year, the firm had cut its average discount on standard rates from more than 15% to below 8%, without the loss of a single client.

   

 

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