In light of MTD requirements affecting the profession, it was necessary during this period to monitor and evaluate my clients, as well as the practices' products and services with a view to implement changes. 

I decided to introduce Xero to the majority of my clients, and we did as practice, to (1) comply with MTD requirements (2) improve the efficiency of our services i.e., through bookkeeping and year-end accounts. 

I reached out to several of our clients after this for feedback on our existing bookkeeping service. They were very happy with our service, but unaware of improvements in technology. I discussed changes to our existing service, and it was decided to introduce this new automated approach to bookkeeping, which they were very happy with.

Element SI2 - Monitor and maintain the quality of service to clients. Implement and monitor client service standards and policies.

Further to my SI1 point, it was necessary to provide staff training on Xero to ensure that our levels of service to our clients were maintained. It was explained to our team the nature and purpose of the client service standards clearly, so we were all aware of the expectations that we needed to fulfil. This was an approach to ensure we provided the best possible service to retain our clients.

Element SI3 - Promote continuous quality improvements in products, services and processes

During this period, I discussed with one of the partners the need to seek feedback from clients on the quality of service provided by us. We discussed what feedback had already been gathered and agreed that this was a good approach moving forward. We regularly asked our clients for a Google review to provide us with feedback on the quality of our service and this has resulted in a lot of positive feedback. 

When appointed accountants of new clients that have left a previous accounting firm, I always ask for feedback to compare against the level of service we provide, and I/we have always been complimented. This gives us reassurance that our levels of service are of a high standard.

Principal's confirmation for SI1, SI2 and SI3

In this period, Thomas has helped extensively on the drive towards MTD, both within the firm and with clients. In particular, developing and promoting the use of online accounting software. Thomas has shown skill in managing this process with the internal team and clients. 

Thomas has driven the firm’s policy for encouraging feedback from clients, particularly relating to our use of this within the marketing of the firm and its services. 

On a personal level, Thomas has generated positive feedback to myself from my client portfolio and is gaining trust and respect in this role.