Episode 18

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Published on:

9th Dec 2023

How Accountants Handle Complaints & 1 Star Reviews

This is the Accounting Answers Podcast, hosted by Rob Brown. Formerly known as the Best Practice in Accounting Podcast, this show asks and answers critical questions of the experts, leaders and influencers who shape the decision-making of accountants, CPAs and finance professionals.

In today's episode 18, "How Accountants Handle Complaints & 1 Star Reviews" with special guest Lucy Cohen, founder of innovative UK accounting firm Mazuma.

You can also watch this on youtube here: https://youtu.be/uwk1959IvFc

Key takeaways from this episode include:

◆ the polarization of reviews and why it's usually only ever 1 star or 5 star feedback for accounting firms

◆ how it's unrealistic for any accounting practice or fintech company to expect zero complaints

◆ regardless of who you are and what you do, there will always be haters and saboteurs because we all have different tastes

◆ the choices accountants and practices have when a bad review or complaint is posted publicly

◆ the steps accountants and accounting firm professionals can take to right wrongs and make things better with complaints

◆ the difference between legitimate and personal complaints for accountancy and fintech professionals

◆ what accounting practices should do with complaints and poor reviews if they are valid and things need fixing

◆ the importance of showing grace and patience when service isn't up to a certain standard

◆ what to do when online or public complaints 'blow up' and gather social media momentum

◆ the need to look at reviews on their merits, particularly if the person complaining is influential and high profile

◆ the power of apologising and being contrite when people complain about your product or service

◆ the part integrity and authenticity plays in engaging PR companies to 'cancel' bad reviews and why nobody can avoid bad opinions

◆ shout out to the upcoming launch of ProNation, a new mentoring and coaching community for accountants

Tune into more on this daily show for short, sharp episodes that keep you informed of what's happening in the accounting world and the whole ecosystem of consultants, organizations, vendors and advisors who serve them.

To participate in our international virtual speed networking events for the accounting community, book your place at the next gathering. Great for building your personal brand and making valuable industry connections in return for a small donation to charity: https://accountinginfluencers.com/events

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If you'd like to sponsor the show and elevate your brand with our audience, reach out to show host Rob Brown on LinkedIn and his team will reach out to fix up a chat to explore.

https://www.linkedin.com/in/therobbrown

You can also check out other Accounting Influencers Shows on YouTube:

https://bit.ly/AI-youtube

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About the Podcast

Accounting Answers Podcast
Asking critical questions of the experts, leaders and influencers who shape the decision-making of accountants, CPAs and finance professionals
The ACCOUNTING ANSWERS PODCAST is hosted by Rob Brown, co-founder of the Accounting Influencers Roundtable (AIR). Join hundreds of others on our next virtual speed networking event for influential leaders and professionals in the accounting, finance and tech world:
https://accountinginfluencers.com/events

On this daily show with short, sharp episodes, Rob asks a range of experts and influencers the critical questions shaping the accounting profession. It keeps you informed of what's happening in the accounting world and the whole ecosystem of consultants, organizations, vendors and advisors who serve them.

Host Rob Brown is a renowned presenter, facilitator and chair of high-level conferences, panels and events globally for the accounting and fintech profession. He is retained by many professional networks, alliances, associations, practices and vendors to chair their events and provide high-level interview content for their communities. He is a dynamic speaker and accomplished expert on trust, reputation, employer brand, talent, career development, succession, gen z/generations, employee advocacy and executive presence. https://www.linkedin.com/in/therobbrown/

Rob is author of the bestselling book Build Your Reputation (Wiley) and his TEDx talk ‘The Personal Brand of You’ has been viewed over 300,000 times on YouTube. He is a stroke survivor, has epilepsy, is a committed Christian and has a black belt in kickboxing. He is based in Nottingham UK, home of Robin Hood, plays chess and backgammon, loves orange chocolate and is allergic to grapefruit.

https://www.linkedin.com/company/accountinginfluencers
https://bit.ly/AI-youtube
https://twitter.com/accinfluencers

About your host

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Rob Brown

Rob Brown hosts the multiple accounting podcast and chair conferences, panels and events globally for the accounting and fintech profession. He is co-founder of Accounting Influencers Roundtable (AIR) which helps vendors, experts and influencers serve the accounting and finance world. He is a dynamic speaker and accomplished expert on trust, reputation, employer brand, talent, career development, succession, gen z/generations, employee advocacy and executive presence. Rob is author of the bestselling book Build Your Reputation (Wiley) and his TEDx talk ‘The Personal Brand of You’ has been viewed 400,000 times on YouTube. He is a stroke survivor, has epilepsy, is a committed Christian and has a black belt in kickboxing. He is based in Nottingham UK, home of Robin Hood, plays chess and backgammon, loves orange chocolate and is allergic to grapefruit.