Online Articles

Grant Thornton LLP describes “distinctive client service” as its calling card. Yet with 4,200 accounting professionals in six service lines supporting diverse industries, delivering consistent client service was challenging. In response, Grant Thornton created the Client Service Cycle (CSC), a well-defined, repeatable, six-step process for developing relationships and delivering value. Here is how the firm put this program together, including the results it generated:

By Kristen Coulter, Director of Communication, JP Horizons Business leaders often attend a professional development seminar, write down some notes in a binder, put it on a shelf when they return to the office, and get back to the daily grind. It’s a situation that costs companies money without producing many results.

By Jill Flynn, Kathryn Heath, and Mary Davis Holt There are plenty of instances in life when proper protocol entails obeying the rules. However, there are many othertimes when you need to give yourself the green light to proceed. Being bold and resolute takes practice. The best way to add assertiveness to your repertoire is by looking for opportunities to flex your muscles. Here are some hints to help you proceed until apprehended:

By Darnell Lattal, Ph.D., CEO and President, Aubrey Daniels International (ADI) Penn State’s story of bad decisions and bad behavior sparked a national debate about personal moral conduct and the school’s perceived institutional failure to do the right thing. There were tremendous failures of judgment, of action, and of inaction. Since none of us are immune from acting unethically, what can we do to ensure our workplaces are not caught in our own failures of judgment, of action, and of inaction?

By Ernest Gundling, Ph.D., Aperian Global

By Randall Hatcher During the early days of temporary staffing in the 1960s and ’70s, most companies turned to this option on a short-term, project, or seasonal basis only. As they started to increase their number of temporary workers, the enormous cost savings caught the attention of the number crunchers. Before long, some “temporary” jobs were lasting two, three, or five years, and others would end only if the business folded.

By Rich Cordivari, Vice President of National Accounts Business Development, AlliedBarton Security Services Violence in the home can lead to violence in the workplace. Employees are at risk for facing workplace violence where they, or their co-workers, are experiencing domestic violence situations. A violent spouse or significant other can come to the workplace to check up on, harass, threaten, or act out against their partner.

By Hank Moore, Corporate Strategist Everyone needs a friend to speak on their behalf. Especially when things get tough, it’s nice to have someone to count on. Companies—like individuals—must bank support. Times to call for endorsements inevitably arise. The time to build bridges is today...not when crisis strikes. In selling goods and services, third-party support may include past and present clients, suppliers, and industries affected by your customers.

By Laura Stack, MBA, CSP Connecting with your listeners can be the hardest part of presenting, especially if they don’t already know you. They might come into your presentation thinking, “Oh, boy, another dull speech.” Or they may feel alone, out of place, or unprepared for the experience. Worse, if your session is mandatory, and they have “better” things to do, they might even feel a little hostility toward you.

By Jeff Kortes, President, Human Asset Management LLC