What will differentiate your accountancy firm when we’re all pushing the same buttons?

Richard Brewin • December 5, 2017

Back in June this year, at one of our energising Mastermind group sessions, I put up the following statement:

“The more we embrace the digital revolution (and we must), the greater the danger that we end up looking even more like each other. We will all be pushing the same buttons”

It prompted a terrific discussion and highlighted two key points for firms to consider as they move forwards:

  1. On an imaginary line with an ‘online based relationship’ at one end and a ‘people based relationship’ at the other, are you clear and comfortable with where you want your firm to sit on that line? The effective development of your growth and management strategies depends on it.
  2. Does your firm, in every respect, reflect your personality? This matters because it is how you attract and retain the ‘right’ sort of client as well as have fun in your working day.

Point 1 is important because, by understanding where you want to sit on the line you will make better decisions about the digital systems that you bring into your firm. To some, the catalogue of apps coming into our profession is a little like entering a sweet shop. Don’t just buy all the pretty ones!

Point 2 is essential. Clients value two things ahead of everything else; the quality of the relationship and your ability to deliver. These are easy for a client to measure and are fundamental to build trust. Clients therefore judge you primarily on non-technical factors and the more they judge something that is true to you, the more likely that the relationship will work for both you and them.

So, if you happen to be a fan of art, sport, Star Trek or The Stone Roses, don’t hide it away in your garage, reflect it in your office and website. The ‘right’ clients will love it.

The Art of Saying No Without Losing Clients

By Richard Brewin • December 5, 2025
In the Accountant/client relationship, “yes” often feels like the default. Yes to urgent requests. Yes to timeline shifts. Yes to “just one more thing” added to the scope. We want to say yes to our clients. We want to support them, be helpful and build more work, but every unqualified additional yes becomes an invisible cost; on your time, your margins, and your wellbeing.  Bold accountants think differently. They know that “no” isn’t rejection. It’s honest and professional. It’s a strategic decision that protects quality, strengthens relationships, and reinforces your value.

From compliance filer to trusted coach: The role waiting for accountants willing to start the client conversation

By Richard Brewin • November 28, 2025
Let’s be honest, most business owners have a perception of an accountant that probably falls far short of our ambitions. They want someone who helps them make sense of the chaos, plan for growth, and sleep better at night knowing someone’s got their back, but their accountant doesn’t usually spring to mind as this person. What they dream of is a coach, not an accountant, but, weirdly, they often don’t trust coaches but do trust their accountant. Their accountant can be both, so the client gets the trust and the coaching

AI in Accounting Firms: Key Considerations for Leaders Today

By Richard Brewin • November 17, 2025
Artificial Intelligence isn’t the future of accounting — it’s here now. From automating repetitive tasks to delivering deeper insights, AI is transforming the way we work, serve clients, and lead teams. But for firm leaders, success isn’t just about implementing technology; it’s about doing it strategically, responsibly, and humanely .  Before diving into the ‘how’ and making piecemeal decisions, accounting firm leaders need to consider the ‘why’…and its not as simple as “because everyone else is”.