Accounting firm profitability is often discussed through the lens of pricing, productivity and technology. Those areas matter, but they are only part of the picture.
A sustainable firm also needs a team that understands what it is working towards and a client experience that creates trust, loyalty and referrals.
These are the two areas FuseWorks and FuseSign Co-Founder Melissa Voss (pictured) explores in The Accounting Profit Blueprint, a new book featuring practical insights from leaders across the accounting industry.
In her chapter, “Culture That Creates Champions”, Melissa argues that culture is not a soft or abstract business concept. It is a practical system shaped by leadership, shared goals, visible accountability and the behaviours a business reinforces.
That perspective has been informed by FuseWorks’ own growth, including doubling its team size over two years. As businesses grow, relying on informal communication and individual effort becomes increasingly difficult. Teams need clear expectations, consistent operating rhythms and a shared understanding of what success looks like.
Melissa’s second chapter, “The Client Experience Multiplier”, examines the other side of a strong accounting business: how clients experience the firm.
Clients do not judge an accounting firm solely by the accuracy of its final work. Their experience is shaped by every interaction, from the first meeting and onboarding process to the clarity of communication and visibility of progress.
Technology has an important role in reducing friction across that journey. Simple processes, clear expectations and better visibility can make the firm easier to work with. They can also give accountants more time for the human conversations that strengthen long-term relationships.
Culture and client experience may appear to be separate priorities, but they are closely connected. When employees understand the purpose of their work, take ownership and communicate consistently, clients notice.
For accounting technology providers, the lesson is equally relevant. Technology should not only complete an isolated task. It should support the team delivering the service and improve the experience received by the client.
As Melissa explains, the future of the profession depends on firms that are profitable, enjoyable places to work and valued by their clients.
Learn more about Melissa’s unexpected journey from accountant to author.