The Case of KFC’s iTwist or How an Accounting Professional, a CPA, Lost a 6-Figure Client!

A colleague of mine has just lost a 6-figure client!

Yep…that’s 6-figures she makes from one client in one year. Therefore if she does nothing else but serve this client, she would be okay by any standards.

So how did she mess this up?

Here are my thoughts….

1-She got too complacent.

My colleague is doing well. She is well-known in the town and she attracts alot of clients through simple word-of-mouth advertising.

Clients call her.

Unfortunately this may have added to her complacency and it comes out in how she handles her business.

2-She ASSUMED that she would have that client for life.

Well, I can only assume that she has assumed this…

3-She became too ‘friendly’ and too comfortable with the employees.

This one is huge!

Stop what you’re doing and then read this one!

We had a conference call meeting with the Director of Operations at the client’s premises.

When I walked in, my colleague was…. wait for it!

Eating KFC!!!

Yes!

KFC!

At THE CLIENT!!!

While we were on the call!!

I kid you not. I was there.

I was MOST mortified!

I actually had to call the accountant back and apologize.

4-She stopped delivering high value service.

When the client retained my colleague, in the first instance it was to audit 2 years. With that initial contract, my colleague outsourced, hired, retained everyone she could to do an excellent job for that client.

The client’s statements were delivered on time.

The following year, she refused to do the same. She wanted to make more money, she said.

The staff on the job were not as experienced in that type of industry and 13 months past, the client is still awaiting their statements.
5-She became the BOSS of the client.

The roles became somewhat intangled as my colleague started barking orders at the accountant (of the client).

Of course, the accountant, and her boss, did not take this too well.

Hence the breakdown in the relationship.
Well…that’s it.

A very true story of how one person lost a 6-figure client.

What’s your thoughts?

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 [photo www.kfc.com]

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Tags: featured, kfc, unprofessional

Category: All Issues >>>, Business