Jason On Firms Podcast 546 Is Your Accounting Firm Selling the Wrong Thing?
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Nov 28, 2025 Clients often demand top-tier service while opting for low-cost packages. Learn how better scoping of work can help set clear expectations around access and response times. Discover the benefit of providing tiered service deliveries that don’t compromise quality. Jason emphasizes the profitability of selling higher levels of service rather than just more work, enabling firms to serve fewer clients more effectively. This approach helps balance workloads and reclaim valuable time.
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Delivery Is A Scopable Dimension
- Many firms scope the work but not how that work is delivered, causing mismatched expectations.
- Scoping delivery (availability, response times, communication channels) aligns expectations and prevents client entitlement.
Keep Scope Same, Vary Delivery
- Make all tiers share identical scope of work and vary only delivery and access levels.
- Define availability, communication channels, and who they actually interact with on each tier.
Zoomer Clients Demand Near-Real-Time Support
- A firm serving Zoomers had to build faster support because clients expected 2–4 hour responses.
- Those expectations forced the firm to create a traditional support infrastructure with quicker turnarounds.