Episode 53: Why use NPS for staff and clients
05/03/23 • 19 min
Episode 53: Why use NPS for staff and clients
What you want is a healthy business. You want the staff to be happy. You want the clients to be happy. And you want all your numbers, your sales profits, and new clients coming through trending upwards.
In this episode of The Wize Guys Podcast, Ed Chan and Jamie Johns together with one of the Wize Mentors, Tim Causbrook discusses why it is important to use NPS for staff and clients and how this affects the clients and how will this help with customer satisfaction and service improvement.
Timestamps:
0:00 - Intro
0:35 - Understanding the concept of having the Net Promoter Score (NPS) in your firm
2:06 - What is an ethical letter?
2:31 - The importance of using NPS for your staff and clients
8:54 - How does NPS affect you and the clients
10:28 - What to do if your clients are not happy?
12:21 - Tips for managing client expectations
13:51 - Some NPS software applications to use
14:32 - What is the ideal time to send NPS
16:58 - How to take action
Quotations:
“We should be embracing continuous improvement because you won’t know what you need to improve unless you ask and get some feedback.” - Ed Chan
“Problems in any business happen, it doesn’t matter what business you are, and research has found it’s how you respond to the problem.” - Jamie Johns
“You talk to the client and you get a 10, you don't talk to the client, you get a 4. I mean that's really all it is.” - Tim Causbrook
USEFUL LINKS:
- Download FREE eBook: The Accountant's 7-Hour Workweek Playbook
GET IN TOUCH!
Website: www.wizementoring.com
Facebook: https://www.facebook.com/wizementoring/
Twitter: https://twitter.com/wizementoring
Linkedin: https://www.linkedin.com/company/wizementoring/
Instagram: https://www.instagram.com/wize.guys/?hl=en
Email: [email protected]
Download the full transcript here.
________________
PS: Whenever you’re ready... here are the fastest 4 ways we can help you fix and grow your accounting firm:
1. Take the Wize Accountants Scale Scorecard – Find out your potential to scale and the next steps you should follow – Start Your Scorecard
2. Download our famous Wize Freedom Strategy Map for FREE - Find out the 96 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here
2. Need to Hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here
4. Book a 1:1 Wize Discovery Session – Spend 30mins with our Wize CEO, Jamie Johns, a $7M firm owner who is ready to give you his entire business plan to build a firm that can run without you – Find out more here
Episode 53: Why use NPS for staff and clients
What you want is a healthy business. You want the staff to be happy. You want the clients to be happy. And you want all your numbers, your sales profits, and new clients coming through trending upwards.
In this episode of The Wize Guys Podcast, Ed Chan and Jamie Johns together with one of the Wize Mentors, Tim Causbrook discusses why it is important to use NPS for staff and clients and how this affects the clients and how will this help with customer satisfaction and service improvement.
Timestamps:
0:00 - Intro
0:35 - Understanding the concept of having the Net Promoter Score (NPS) in your firm
2:06 - What is an ethical letter?
2:31 - The importance of using NPS for your staff and clients
8:54 - How does NPS affect you and the clients
10:28 - What to do if your clients are not happy?
12:21 - Tips for managing client expectations
13:51 - Some NPS software applications to use
14:32 - What is the ideal time to send NPS
16:58 - How to take action
Quotations:
“We should be embracing continuous improvement because you won’t know what you need to improve unless you ask and get some feedback.” - Ed Chan
“Problems in any business happen, it doesn’t matter what business you are, and research has found it’s how you respond to the problem.” - Jamie Johns
“You talk to the client and you get a 10, you don't talk to the client, you get a 4. I mean that's really all it is.” - Tim Causbrook
USEFUL LINKS:
- Download FREE eBook: The Accountant's 7-Hour Workweek Playbook
GET IN TOUCH!
Website: www.wizementoring.com
Facebook: https://www.facebook.com/wizementoring/
Twitter: https://twitter.com/wizementoring
Linkedin: https://www.linkedin.com/company/wizementoring/
Instagram: https://www.instagram.com/wize.guys/?hl=en
Email: [email protected]
Download the full transcript here.
________________
PS: Whenever you’re ready... here are the fastest 4 ways we can help you fix and grow your accounting firm:
1. Take the Wize Accountants Scale Scorecard – Find out your potential to scale and the next steps you should follow – Start Your Scorecard
2. Download our famous Wize Freedom Strategy Map for FREE - Find out the 96 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here
2. Need to Hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here
4. Book a 1:1 Wize Discovery Session – Spend 30mins with our Wize CEO, Jamie Johns, a $7M firm owner who is ready to give you his entire business plan to build a firm that can run without you – Find out more here
Previous Episode
Episode 52: Wize Factor Chat: Jennifer Hickey - TaxStore
Episode 52: Wize Factor Chat: Jennifer Hickey - TaxStore
“Time is so precious... Our time is something that nobody can change. Everybody gets the same amount of time, but it's what we choose to do with that every day.”
In this episode of The Wize Guys Podcast pilots its WizeFactorChat with one of the WizeTribe members, Jennifer Hickey is a successful accountant and the owner of an accounting and bookkeeping firm business, the TaxStore Mackay in Queensland, Australia.
Today, Jennifer talks about her experience with Wize Mentoring programs and how investing in herself personally was a turning point in her life and business. She highlights some of the Wize Philosophies: no-blame culture, deep and narrow teams, tech stack, and leadership training that helped her achieve success and continue to improve her business.
Tune in to this inspiring episode to learn more about Jennifer’s success story, Wize’s impact on her life, and everything she has gone through to have her business run without her!
Timestamps:
0:00 - Intro
0:35 - Jennifer’s Wize journey
11:50 - How Wize Philosophies has helped Jennifer
15:39 - Listen to Jennifer’s Wize words
USEFUL LINKS:
- Get exclusive and early bird access to WizeHub! The ultimate business intelligence software for growing accounting firms of any size: https://www.wizementoring.com/wizehub-offer/
- Join the WizeTribe community: https://www.facebook.com/groups/wizemastermind
GET IN TOUCH!
Website: www.wizementoring.com
Facebook: https://www.facebook.com/wizementoring/
Twitter: https://twitter.com/wizementoring
Linkedin: https://www.linkedin.com/company/wizementoring/
Instagram: https://www.instagram.com/wize.guys/?hl=en
Email: [email protected]
Download the full transcript here.
________________
PS: Whenever you’re ready... here are the fastest 4 ways we can help you fix and grow your accounting firm:
1. Take the Wize Accountants Scale Scorecard – Find out your potential to scale and the next steps you should follow – Start Your Scorecard
2. Download our famous Wize Freedom Strategy Map for FREE - Find out the 96 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here
2. Need to Hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here
4. Book a 1:1 Wize Discovery Session – Spend 30mins with our Wize CEO, Jamie Johns, a $7M firm owner who is ready to give you his entire business plan to build a firm that can run without you – Find out more here
Next Episode
Episode 54: Understanding the Context of ‘No Bypass Policy’ for Your Accounting Team Structure
Episode 54: Understanding the Context of ‘No Bypass Policy’ for Your Accounting Team Structure
In this episode of The Wize Guys Podcast, Brenton Ward, Jamie Johns, and Ed Chan share their insights about the need for a discovery session for every accounting practice.
To find out how to ensure that you are not a prisoner in your own business, Ed and Jamie will give a thorough outline of how you can start to design or redesign your business to achieve the ROI of your end goals.
Timestamps:
0:00 - Intro
0:52 - Understanding the ‘No Bypass Policy’
1:24 - How body-system reporting works
2:03 - Why structure is related to your internal processes
2:24 - The importance of delegation and a hierarchical system.
4:29 - How to empower your team
Quotations:
“One of the most important things in a deeper narrow team structure, particularly with practice firm owners looking to implement it is the No-bypass policy because the deeper narrow team structure doesn't really work without the No-bypass policy.” - Jamie Johns
"If you want them to take more responsibility, stop undermining them." - Ed Chan
USEFUL LINKS:
- Download FREE eBook: The Accountant's 7-Hour Workweek Playbook
GET IN TOUCH!
Website: www.wizementoring.com
Facebook: https://www.facebook.com/wizementoring/
Twitter: https://twitter.com/wizementoring
Linkedin: https://www.linkedin.com/company/wizementoring/
Instagram: https://www.instagram.com/wize.guys/?hl=en
Email: [email protected]
Download the full transcript here.
________________
PS: Whenever you’re ready... here are the fastest 4 ways we can help you fix and grow your accounting firm:
1. Take the Wize Accountants Scale Scorecard – Find out your potential to scale and the next steps you should follow – Start Your Scorecard
2. Download our famous Wize Freedom Strategy Map for FREE - Find out the 96 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here
2. Need to Hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here
4. Book a 1:1 Wize Discovery Session – Spend 30mins with our Wize CEO, Jamie Johns, a $7M firm owner who is ready to give you his entire business plan to build a firm that can run without you – Find out more here
The Wize Way - Episode 53: Why use NPS for staff and clients
Transcript
Tim Causbrook: In all the WizeGrowth firms that I look after, why use NPS for staff and clients? So to give us a bit of an introduction, I'll share a little bit of my own insight into using NPSs, and kind of what got me over the line as so to speak. And then we'll jump in here from the original mentors themselves, Ed Chan and Jamie Johns on the topic.
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