We asked every new customer that approached us, Why they were looking to change accountants? We did not want to fail them, so we used this valuable information to build MPA.
Most of the reasons were:
- disappointed with the lack of customer service.
- never felt valued
- received little or no support
- lack of communication.
- no advance warning of their tax deadlines and payment of tax commitments.
- charged for every question or request for help
- approachableness
Understanding this meant we could endeavour to offer a service that would make sure our customers never felt that way. We try hard to address the concerns that our customers gave us to provide a reliable, trustworthy, and friendly service. We continue to work towards improve our service all these years later recognising just how important this is to our customers.
We also wanted to do a great job behind the scenes, to make sure that quality was throughout the business. We focused on our duty to provide both quality advice and service to our customers. We decided to work as an accredited AAT (Association of Accounting Technicians) firm. This meant we could match our efforts for excellent customer service to the AAT high standards of advice and practice. Samantha, a partner in the business, holds MAAT qualification.