Exceptional customer service is an ongoing challenge for accounting firms as well as your client's businesses. This session will focus on the hugely successful Disney management model of "on stage and off stage" service delivery and "over managing" through attention to detail that drives performance success. Experiences will be shared from a recent US trip to Disney University in Anaheim to undertake the Exceptional Leaders, Recruitment, Selection and Training, and Exceptional Customer Service programs that can be articulated to an accounting firm. Presented by: Mark Holton, Smithink

If you want to re-engineer your processes you need a goal. Perhaps that goal is to now eliminate the paper in your firm. It is possible - an increasing number of firms have been doing it. It needs a commitment to process change and a variety of technology solutions. Hear how firms have achieved the goal. PRESENTED BY: David Smith, Smithink

I've often insulted millennials that they can't read and to engage them multimedia is king. While this is not entirely true it is true that video engages audiences in a different way and enables you to provide insight into personality as well as the content. Every firm needs a plan to develop video content to engage with clients and potential clients. What's your plan? Presenter: David Smith, Smithink

Let's explore the opportunities for firms to achieve growth from their existing clients and how they can be unlocked. PRESENTED BY: David Smith, Smithink

Key to building strong client relationships and growing your firm is how you engage with your clients. This session will discuss the 7 key discussions you should be having with your firm on a regular basis and how you can embed these discussions into your compliance activities. Presented by: David Smith, Smithink

Marketing professional services is not rocket science. External marketing advisers have their place for creative elements and specific knowledge such as online advertising. However, the vast majority of a firm's marketing can be handled internally with the right administrative support, attitude and time commitment from practice leaders. This session will discuss the 7 key marketing initiatives that get results. PRESENTED BY: David Smith, Smithink

One of the best ways to get clients engaged and on deck with ongoing advisory services is using strategic planning and an engagement service. This webinar will demonstrate online how to engage clients and get them thinking about future business visions, goals and directions and your firm offering more recurrent advisory services. PRESENTED BY: Mark Holton, Smithink

Many firms focus on productivity measures to performance manage their team. Yet these measures often encourage the wrong performance. This session will examine 7 performance measures that will send the right message to your team and achieve desired outcomes for your firm. PRESENTED BY: David Smith, Smithink

Creating the right structure, infrastructure, engagement model and delivery system is critical to long term advisory success in your firm. From your Client Relationship Management system to preparing for a needs analysis meeting to strategic questioning to dynamic proposals that really sell benefits, this webinar will paint the picture of best practice in a simple 7 step flow that will achieve real results. PRESENTED BY: Mark Holton, Smithink

There is a countless number of business advisory solutions in the market today. All of them are dynamic often cloud-based applications. Understanding what they can do and select the most appropriate solution for your practice is often a challenge. This session will focus on the mainstream offerings and help you understand which solution suits each stage of the business advisory cycle and the processes and people in your firm. PRESENTED BY: Mark Holton, Smithink