Posted on November 1, 2010

Things I’ve learned… (and am still learning)

By Bob Coughlin, CEO Paycor

Quick Tip: How is your business at Hospitality?

I was recently talking to one of my friends who owns a restaurant and we got in a discussion about hospitality. He quoted Danny Meyer, who owns a bunch of restaurants in New York and wrote the book Setting the Table. He says that great service is delivering well on what’s expected, and hospitality is making people feel good while delivering great service. I started thinking about how hospitality can be a differentiator at Paycor, and let our associates know that we want to go the extra mile to deliver hospitality to our clients, each other (our associates), our community, and our CPA partners. This month, we started the Paycor hospitality challenge, an internal program to recognize each other for going the extra mile to deliver hospitality. The experience of delivering great hospitality can be as rewarding as receiving it.

If you want to strengthen your relationship with clients, one idea is to pick up the phone every once in a while and make an unexpected call to ask them how they are doing, and ask what might be on the horizon where you could help. Don’t think an hour of that non-billable time is worth it to call a few clients each week? The next time another accountant calls them, they will remember that touch. Just food for thought. There are lots of ways to deliver hospitality and strengthen relationships. How can you deliver hospitality to strengthen your client and associate relationships? I welcome your ideas on how we can do a better job.

Our CPA Care program is all about getting you what you need, when you need it. I believe our CPA Care Program is raising the bar on service. Hospitality is making sure that you feel that we went the extra mile to make it easy and help you look good to your client. We are going to keep working on improving to deliver great hospitality. Send me an email and I will send you a copy of Danny Meyer’s book, Setting the Table. Or just send me a comment at bcoughlin@paycor.com.