Mike Sylvester, Ryan Pulice: The Joys of Firing Bad Clients | Gear Up For Growth

Gear Up for Growth
With Jean Caragher
For CPA Trendlines

Demand for tax services emboldens CPAs to fire clients and deliberate about the clients they choose to work with. 

Two practitioners share their strategies for accepting new clients through structured intake forms and firing clients who are not a good fit for their firms in this episode of Gear Up for Growth, with Jean Caragher, president of Capstone Marketing, and powered by CPA Trendlines Research. 

“It just took firing 7 percent of our client base,” says Mike Sylvester, managing partner, SBS CPAs, “and realizing that our revenue went up, our staff was happier, our profit went up, and realizing that in this environment, you can easily replace them.”

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“I think 10% of your clients give you 90 percent of your problems,” says Sylvester, “when you come to the conclusion that you can replace them and that it's more profitable, it's easier and easier to do. And I'm excited.”

“It’s important to become more selective in onboarding the new clients and being particular and specific about the type of client you'd like to work with and bring into your firm,” says Ryan Pulice, managing member of the Pulice Group. 

“When the processes move as designed, and everyone deals with nice and professional clients, it creates a better atmosphere,” Pulice says. “The staff are happier, which leads to improved results overall, and less inefficiencies in the office.”

Five more takeaways: 

1. Building a client base that aligns with firm values. 
2. The breaking point for firing a client. 
3. The new client intake form helps filter client acceptance. 
4. Key criteria used to evaluate clients. 
5. Involving staff in the process.