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


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.






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


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

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


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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