NORTHAMPTONSHIRE-based chartered accountants Moore Stephens has more than 90 years’ experience working with businesses across the East Midlands and, despite enormous changes and technological advancements completely altering the way businesses operate, one thing remains constant – good customer service is essential to long-term success.
Moore Stephens Partner Andy Page said: “Satisfied customers are vital to business success, no matter what industry you’re in. We tell clients ‘listen to what your customers want and adapt your approach accordingly’.”
Fellow Partner Pete Simons added: “As trusted business advisers, it’s really important that Moore Stephens practices what we preach, so we’ve made looking after clients our top priority. Our success stems from doing the right thing for our clients – whether that’s saving them money through innovative tax solutions, advising them on the best structure for their business or simply making sure their tax return is filed correctly, meeting their needs is as the heart of everything we do.”
Unlike many smaller accounting firms, Moore Stephens offers a complete solution for both businesses and individuals. Alongside accounts, tax advice and audits they also offer a complete payroll service, bookkeeping, wealth management and much more.
The breadth of services means that as a client’s circumstances change, Moore Stephens is able to provide all the support and guidance needed to deal with new risks and opportunities.
It’s not just the range of services that sets Moore Stephens apart. The way clients are looked after is just as important as the quality of the advice.
Pete said: “All clients have a dedicated relationship manager, and easy access to the right people whenever they need them, so decisions can be made quickly and confidently.
Ensuring your customers see a consistent team means things get done more effectively and means your customers have more trust in the people they work with.”
Having a motivated team is also important as disgruntled employees can damage your business. Andy added: “Build a team of committed people who pull together and trust each other. Ensure your employees are suitably rewarded and incentivised – you want to keep them!”
If you’re not able to employ additional staff, Moore Stephens recommends outsourcing tasks such as bookkeeping, preparing management accounts and running the payroll to outside specialists. You can then use your extra time to focus on your customers.
Getting support from outside experts has worked for Moore Stephens.
“For us, being part of a larger network is a huge positive,” said Andy. “In the UK, Moore Stephens has more than 30 offices across the country and operates in more than 100 countries worldwide. Being able to tap into this vast network of experience means that as our clients’ business and personal interests expand, we’re able to help them to make changes happen.”
It won’t necessarily always be plain sailing though. “Make sure you learn from your mistakes,” said Pete. “There’s bound to be a few mis-steps along the way, but these don’t need to define you.
“A few years ago, we closed our Northampton office as we consolidated to our headquarters in Corby. Although this was the right thing for our business, it meant our Northampton-based clients had to travel further.”
To give clients a better experience, the firm has recently opened a serviced office in Moulton Park, Northampton. Andy said: “Having a new office on the doorstep means we can provide a better service.”
“Feedback from clients has been very positive, but we’re not resting on our laurels,” added Pete. “Like all businesses, we must continually look for ways to improve our service in future; this will always be our top priority.”