A Different Kind of Experience...by Joey Brannon

When I started Axiom Professional Group the idea was to establish a niche firm with a very focused practice. We direct most of our attention to closely held business and their owners. We also work with individuals who have more complex tax and financial scenarios. While we may, on occasion, stray from this base we tend not to go very far. Most of all, we do what is best for our clients. Sometimes that means we turn business away or request the assistance of a colleague we perceive to be ‘best in class’ in a particular specialty.

Our clients come to us because they expect more in the way of service and they stay with us because we deliver. From our fee structure to our use of technology, everything we do focuses on delivering tangible value with uncommon service.

Our clients are bright, intelligent individuals and successful businesses. By nature they are focused on results. We make those objectives the basis of our relationship and work together to realize their success. Not surprisingly these relationships often grow into friendships and we take no higher compliment than to be regarded as partners with our clients rather than their outside professionals.

In the course of servicing our customers and developing great relationships there seem to be a few key principles responsible for our success. These “Eight Rules of Client Service” may give you a good idea of how we go about our daily business.

1. Every client is unique. We do not spend a lot of time developing standard processes, form letters, templates or cookie cutter strategies. Every few days a client or potential client comes in or calls with a situation we could not have possibly dreamed up ourselves. We would rather spend our time listening and learning from your experiences. It may be a complex fact pattern or an uncommon business goal. To us a tailored solution makes more sense than massaging your facts into someone else’s scenario.

2. Relationships develop deliberately. We do not believe in a passive approach to client development. Relationships always change. They can improve or deteriorate, but they do not remain static. We believe it is better to proactively pursue an improving relationship rather than waiting for one to go stale.

3. Client communication should always address a present or future need. By their nature accounting and tax compliance are based on the past. Tax planning and business consulting are focused on the future, while problem solving lives in the present. By spending time talking to clients about the present and focusing on the future we find the past is usually already taken care of.

4. Responsiveness without preparation is careless. Our clients expect great service. They also expect us to come to the table prepared. If we ask lots and lots of questions we learn which issues are key to success and which are peripheral. This gives us a more focused agenda when taking up a client’s valuable time.

5. Avoid surprises. Our fee structure has been very effective at fostering communication with our clients. And communication is the best way we have found to avoid surprises.

6. Genuine interest cannot be faked. We care about our clients and their success. If we did not we would not be in business.

7. Face time is a valuable opportunity. Because what we do is so dependent on our client’s goals and aspirations there is no substitute for face to face communication. We make it a point not to pass up such opportunities.

8. Work with people you enjoy. This is the absolute key. Life is too short to do it any other way. If we connect with our clients we have a great time helping them achieve their goals. If for some reason we cannot find that connection we graciously attempt to find someone else who can better meet their needs.

Our goal at Axiom is to become the gold standard of professional service delivery on Florida's Gulf Coast, and we hope our firm is the one you have been looking for. If you are ready for a different kind of experience give us call.