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REFM -  Adrian Photo Square - CATOBThose of you tracking the Thriveal blog for a while may have noticed one of the themes I’ve been exploring over time through my posts is: where is the practice of accounting headed? Entries on that topic include:  A Profession In Search of an IdentityThe Firm(s) of the Future(s)Accounting Is Not the Language of Business, and the most recent: Accounting For What. In that post, I came right up to, but didn’t take, the last leap in the hopscotch of the thought process, which is what I’d like to share now: “The customer is the product.”

 

I first heard that phrase uttered by good friend and Verasage founder, Ron Baker, at a conference last fall and it caused me to do a full stop in my tracks. I realized I can be focused on what we’re selling, and changing our offerings, and marketing our products and services, and on and on. But the truth of the matter is, it’s the customer that’s the product. And what I do is best measured by how it changes their lives.
Category:
Business, Customer Experience
Comments:
4

Greg Kyte 2I had Liberty Tax Service do my 2013 taxes. Don’t judge me.

I went because of Walt Disney. I heard he was inspired to create Disneyland because he was grossed out when he took his kids to some nasty carnivals. So I thought about what would gross me out in the accounting profession, and decided to go to Liberty Tax Service – the carneys of the accounting profession – for inspiration.

I arrived at Liberty Tax at 11:00 a.m. on Presidents’ Day. The open-concept office was austere: two small fake trees, white walls, fluorescent lights. The “waiting room” area had some toys for kids to both play with and contract hepatitis from. I assumed it was a temporary office. I was later told that it’s year-round. Read more

Category:
Customer Experience, Pricing, Taxes
Comments:
6

REFM -  Adrian Photo Square - CATOBWhen the inevitable question comes up in social interactions: “What do you do?” one of my favored replies is, “I help people account for things…usually it’s their money, but not always.”

 

What is accounting really? Read more

Category:
Customer Experience
Comments:
5

Jennifer BlumerUntil recently, I thought a thermocouple was something only Bob Newhart and Will Ferrell had to be able to pronounce for a scene in Elf. I had no idea it was a real thing. But it turns out to be a pretty important part of a hot water heater, which turns out to be a pretty important thing if you want people in your household to shower.

 

But I never wanted to understand how a thermocouple works. Or the pilot light. Or the benefits of installing a hot water heater one way over another. I just want my hot water heater to work so I can wash dishes, clothes, and myself. Fortunately (or unfortunately since I will never get that hour back) my plumber, Bill, really cares a lot about the ins and outs of a hot water heater. He told me all about it. In detail. Read more

Greg Kyte 2Not sure if you knew it, but you can hire a company to kidnap you. It’s called Videogames Adventure Services (“VAS”), but they don’t sell videogames. They kidnap you.

 

Here’s how it works. You pay them a metric butt ton of money, sign ten kiloturds of legal documents, pass an invasive medical prostate exam, and then you get kidnapped. You and the company design the broad parameters of your kidnapping, including a predetermined kidnapping window (usually six weeks long) that begins as soon as you lift the pen from the last legal document.

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Category:
Customer Experience, Pricing
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