A Journey from Chaos to Harmony

Efficient workflow, standardized processes, and a fully integrated software suite allowed Buller to set prices based on the value of the service, not on billable hours. “We weren’t going to be truly profitable as long as we were billing by the hour.”

Today, the firm’s clients are happy, and so are staff members. There are no more yelling matches in the hallway.

“Our clients are now getting the efficient and dedicated service they deserve. We also have them set up on portals, which offers 24/7 access to their documents and data.”

Buller fully understands that the Web is the way to go—the way today’s clients want to work with their accounting professionals. “No one wants to drop off files in person or even call anymore. Clients want things to be easy. They are busy, and portals support a far more convenient way of working.”

Specializing in the physician niche, Buller reported specifically that his doctor clients wouldn’t want to work any other way. “Our doctors love the File Exchange option in the portal. Communicating with us online simplifies the process, which is exactly what we want to offer our clients.”

If I Can Do It…

Buller’s experience with his firm in Jennings provided the insight and know-how to continue to build his practice. The transformation of his firm was so successful that he opened a second firm in Covington.

“It was a journey of discovery, but once I figured everything out, I simply applied the business model from the firm in Jennings to the new firm.”

Richard Buller CPA Services, LLC is a great example of what can come when the right changes are implemented—and you stick to your guns. By applying the basics, such as integrated software and standard processes, and making new processes mandatory firm wide, he turned a once chaotic office into a thriving and smooth operation.

“If I was able to turn my firm around, I believe anyone can do it,” Buller asserted. “I faced the same issues as many firms, like outdated technology, but I would guess that most firms didn’t have staff and clients in screaming matches. If we can go from that level of chaos to harmony, other firms can too.”

Kristy Short, Ed.D, is partner and Chief Marketing Officer in RootWorks LLC (RootWorks.com) and rwc360, LLC (rwc360.com)—firms dedicated to providing practice management education, branding, marketing, and public relations services to the accounting profession. She is also a professor of English and marketing. Reach her at kristy.short@cpapracticeadvisor.com.