staff turnover and response time

[7of9]

Thank you all for your response. I would not mind how often they change my account manager as long as they are professional. But unfortunately the response time get longer and longer each time. Hopefully this new account manager wont be as bad as the previous one who would not response to my email unless I called to chase it up. Otherwise I will have to find another firm.

[Maslins]

Response times of a month are obviously crap...staff turnover shouldn't directly relate to response times though.

It's a fact of life that people don't stay at the same job forever. A typical accountant training contract is 3 years (depending upon level). It's probably realistic to say that in year 1 they wouldn't have too much client contact (certainly not answering tax questions), year 2 they'll start to have some contact, year 3 they'll maybe get a portfolio of clients, then year 4 they'll be qualified and be lured off elsewhere with promotion/salary promises. So from a client's perspective, a year or two before a main contact leaves is probably normal.

People simply don't stay in jobs for 40+ years anymore, it doesn't mean the employer sucks or there are other nasties which should scare clients off.

Smaller accountancy firms probably do better on this, as the owners will be more hands on, and they themselves are less likely to move on.

[psychocandy]

We have already discussed this via PM (although you are not a Nixon Williams client), but for the benefit of other forum viewers that might have a similar query:

We usually respond to emails on the same working day, 2 days at the latest in busy periods.

Our staff turnover is very low, it is rare that we lose a member of staff but we do sometimes need to change account managers sometimes in order to maintain a certain ratio of clients per staff member. We try to avoid this but due to growth, promotions, maternity leave etc. it is unavoidable in some instances.

Craig

Im with NW and I'd agree with Craig. I'd say 99% of emails are answered same day. The response is so good that in the last 3 years I've never had to meet or even speak to my account manager!

Also, I've had the same account manager all this time and he really is excellent. In fact, I'd be a bit gutted if NW gave me someone else (although I'm sure they're all as good).

And no I don't work for NW!

[Scruff]

I spent 7 years in the Profession and 3.5 years in each of two practices. Clients were replied to the same day, but they all got charged more than £100 per month. This was pre email and mobile phone days, too. Instead we had secretaries and tea ladies...

[TykeMerc]

We have already discussed this via PM (although you are not a Nixon Williams client), but for the benefit of other forum viewers that might have a similar query:

We usually respond to emails on the same working day, 2 days at the latest in busy periods.

Our staff turnover is very low, it is rare that we lose a member of staff but we do sometimes need to change account managers sometimes in order to maintain a certain ratio of clients per staff member. We try to avoid this but due to growth, promotions, maternity leave etc. it is unavoidable in some instances.

Craig

My reaction as a Nixon Williams client is just that, I've had 1 change in account manager (early ish on as she was promoted) and I can't remember the last time that I asked a question that wasn't fully responded to same day or within minutes if I phone to ask something. Even when my contact is on leave there's cover that answers the phone or emails.

Admittedly its rare I ask anything other than what to an accountant is probably bleeding obvious.

I'd certainly be really irritated with a response time over a day, but my guess is if it was an esoteric question I'd get a response of "we're looking into it" same day.

[Jeremiah@RHJAccountants]

I would be highly concerned it takes a month to reply to an email!

This is defiantly an issue even if all us accountants are drowned in self assessments.

On staff turnover as mentioned could be promotions, staff reshuffle, although i am always skeptical of high staff turnover firms as if the firm was that good to work for why would staff want to leave??

[northernladuk]

I have had 4 accountants in about 4 years and a thread recently indicated other SJD clients have had similar. Never once was it a problem though. New people were as professional as the rest so no red flags raised. If the firm has good process and procedure another good guy/gal should be able to pick up smoothly.

[Craig at Nixon Williams]

We have already discussed this via PM (although you are not a Nixon Williams client), but for the benefit of other forum viewers that might have a similar query:

We usually respond to emails on the same working day, 2 days at the latest in busy periods.

Our staff turnover is very low, it is rare that we lose a member of staff but we do sometimes need to change account managers sometimes in order to maintain a certain ratio of clients per staff member. We try to avoid this but due to growth, promotions, maternity leave etc. it is unavoidable in some instances.

Craig

[Jessica@WhiteFieldTax]

I think all my previous account managers left the firm. red flag? I mentioned it to my accountant who left the firm as well. He told me changing account manager once a year is completely normal? really?

Nope. Its not normal.

Equally by itself its not sinister, but it could be indicative of other issues - shot across managements bows wouldn't go amiss.

[7of9]

I think all my previous account managers left the firm. red flag? I mentioned it to my accountant who left the firm as well. He told me changing account manager once a year is completely normal? really?

[Clare@InTouch]

Response times vary - if you send an email in late January you may find it takes longer to get a response than normal as we're probably all drowning in last minute tax returns.

In turns of staff turnover, it may be because the staff have been promoted or there's been a reshuffle. If you're not happy I'd suggest a gentle complaint to start with, and see where that gets you.

Although saying that, if it takes a month to even acknowledge an email then maybe a slightly less than gentle complaint!

[7of9]

I am just wondering what is the normal staff turnover rate for accountancy firms? For the last 3 years and a bit, my accountant manager changed 4 times. I just found out today that even my accountant has left last year. What is the acceptable response time? Mine was 24 hours to start with, then 2/3 days, then a month.