Creating a unique client experience in a traditional industry

Let's talk about something that's really close to my heart—transforming how we show up for our clients in accounting. 

I know accounting has traditionally had a reputation for being dry, transactional, and maybe even a little boring; but I don’t think it has to be that way. 

We can absolutely maintain our professional standards while creating experiences that make our clients feel seen, heard, and genuinely cared for.

It's more than just numbers

Here's something I've learned running Little Fish: our clients don't just come to us for numbers. They come to us because they want someone who understands their business journey, their struggles, and their wins.

Our best clients are those who don’t just need an accountant, they want us to be their chosen accounting firm. We’ve created that environment by focusing on a memorable client experience by showing up authentically and creating space for our clients to do the same.

Think about it like this: every interaction with your client is an opportunity to show them they made the right choice in working with you. This could mean:

1. Having real conversations about their business goals, not just their numbers. Start conversations with, “What’s going on in your business?” This opens up insights beyond finances and shows you care.

2. Creating systems that make it easy to work with you. Easy tweaks that make it simple for your clients to provide you with the information you need to do the work. Simple things like one email address as a single point of contact or a central documents hub.

3. Training your team to lead with empathy and understanding. Be proactive about the responses you give and personal about the ways you interact. Skip the jargon and tailor solutions to client needs using feelings and facts.

4. Adding personal touches that show you're thinking about them beyond tax season. Did your client tell you that they just got married? Had a baby? Experienced a loss? Celebrate milestones, send condolences, and recognize life changes with thoughtful gestures like cards or small gifts.

Consistency is everything (but make it personal)

I'm big on systems and processes—they're the backbone of any successful business. But here's where it gets interesting: you can have rock-solid systems while still delivering personalized service. The key is to combine consistent service delivery with a personal touch.

You want to make sure that clients are getting the same experience no matter who they are talking to on your team, or what method of communication you’re using. It should always feel ‘on brand’ for your firm. 

For example, every time we close the office, we send a heads up to monthly clients letting them know where things stand, what will happen in the background while we’re out, and what will be managed when we come back. While the structure of the communication is consistent, the message is customized for each client.

This also applies to technology. When you use technology thoughtfully—like an accounting client portal or thoughtful automation—it enhances the human connection rather than replacing it.

Luxury is in the details

Luxury in accounting isn’t about marble offices or high-end espresso machines—it’s about delivering exceptional service that clients truly value. True luxury in accounting services means:

• Being fully present when your clients need you.

• Spotting opportunities they might miss.

• Communicating proactively, not reactively.

• Providing work that reflects attention to detail and care.

This includes making ordinary tasks feel extraordinary—even the most routine tasks can become opportunities to wow your clients. It’s not about grand gestures. It’s about thoughtful, personal touches that show you’re paying attention.

Maybe it’s sending a personalized video to explain their monthly financials or tax returns instead of a standard email. Or perhaps it’s remembering to ask about the big project they mentioned during your last conversation.

These small but meaningful efforts make a big impact. They turn everyday interactions into moments of connection and care, transforming your service into an experience clients truly value—and can’t help but recommend.

Building relationships that last

Accounting isn’t just about numbers; it’s about relationships. When clients feel supported and valued, they don’t just stick around—they become advocates who bring more clients your way.

You don’t have to choose between being professional and personal. By showing up authentically and creating spaces for clients to thrive, you transform how people view accountants. And when you get this right, you’re not just building a business—you’re creating a legacy that truly makes a difference.

And isn't that what we're all here for?