In my role at XCM and Xpitax, I have the pleasure of traveling all over the Western U.S. visiting accounting firms. It’s always fun to see all the different shapes and sized in which firms come. One firm I visited had adorned their office with their extensive antique abacus collection. Another recent visit led me to the 24th floor of a Honolulu high-rise with a breathtaking view of the coast of O’ahu. On one of my last journeys to Northern California, I found myself dashing from one meeting in bustling downtown San Jose to an appointment in the quiet and quant little town of San Rafael (where they told us a story of the time they had a cow wander into their parking lot). I love seeing all these different personalities that show through the various organizations – all tied together by the fact that each of them serves as their clients’ CPA.
One morning, during one of my multi-city road trips, I got an email from a woman at a firm…her name was Kelda. Kelda’s email began with a brief introduction of herself and her firm, and explained that she had recently spoken with one of my colleagues who had referred her my way. Her concise but detailed email efficiently communicated that her partners were interested in meeting with me, and that she was aware I was in their area that week. In closing, she suggested a few days & times that week, and promised a follow up via telephone as well. Shortly thereafter, I got a voicemail from Kelda.
With my crazy schedule that day, we traded a few voicemails and emails before actually connecting live. When we finally did speak, I was pretty blown away by both her professionalism and her organization. She explained that the two Partners were going to be on a tight schedule, so she would be ordering in lunch during our meeting. She also gave me detailed instructions on where I would find parking, and how long she anticipated it would take to travel from my current location to their office.
When I arrived at their office (and found a spot right out front as she promised), I was greeted at the top of their stairs by Kelda, who was holding not only her business card, but the cards of the two Partners with whom I was meeting. She then had me escorted into their conference room, where I was again further impressed. Lunch was not only delivered, but everyone’s assigned places were set – with silverware rolled up into a tidy napkin as if we were dining in a little sidewalk café.
Upon the end of our scheduled time, we heard a quiet knock on the door – it was Kelda, there to remind the Managing Partner that his next appointment was approaching and he’d need to wrap up. As he walked out of the room, I stood up to say goodbye and added “I’ll make you a deal – I’ll take Kelda and you can have XCM”. Both Partners smiled and even chuckled a bit as they replied “Over our dead bodies”.
In reality, there weren’t any real mind-boggling acts performed that day. I mean, even I can order lunch and walk someone to a conference room. And yet I left that small firm in Palo Alto, California thinking to myself, “Wow, if they went to all that trouble for a software vendor – imagine what type of impression that makes on their clients”. I’ve told the story of Kelda to several people since then, which proves my point even more. Sometimes it’s the littlest details that make the biggest impression on people.