Accounting Influencers Roundtable


How Accountants Handle Complaints & 1 Star Reviews

Rob Brown and Lucy Cohen share tips and strategies on how accounting firms and accountants handle complaints and bad reviews online or on social media.

It’s the “Best Practice in Accounting” show, every Thursday to 150 countries and 30,000 accounting practitioners, fintech specialists and influencers in the accountancy, CPA and bookkeeping space.

In today’s episode 18, “How Accountants Handle Complaints & 1 Star Reviews” with special guest Lucy Cohen, founder of innovative UK accounting firm Mazuma.

You can also watch this on youtube here:

Key takeaways from this episode include:

◆ the polarization of reviews and why it’s usually only ever 1 star or 5 star feedback for accounting firms

◆ how it’s unrealistic for any accounting practice or fintech company to expect zero complaints

◆ regardless of who you are and what you do, there will always be haters and saboteurs because we all have different tastes

◆ the choices accountants and practices have when a bad review or complaint is posted publicly

◆ the steps accountants and accounting firm professionals can take to right wrongs and make things better with complaints

◆ the difference between legitimate and personal complaints for accountancy and fintech professionals

◆ what accounting practices should do with complaints and poor reviews if they are valid and things need fixing

◆ the importance of showing grace and patience when service isn’t up to a certain standard

◆ what to do when online or public complaints ‘blow up’ and gather social media momentum

◆ the need to look at reviews on their merits, particularly if the person complaining is influential and high profile

◆ the power of apologising and being contrite when people complain about your product or service

◆ the part integrity and authenticity plays in engaging PR companies to ‘cancel’ bad reviews and why nobody can avoid bad opinions

◆ shout out to the upcoming launch of ProNation, a new mentoring and coaching community for accountants


5 great shows in the Accounting Influencers Podcast Network:

Success in Accounting – MONDAYS. Our flagship main show features panels, live interviews and replays of our most popular shows.

Insights in Accounting – TUESDAYS. The best news, analysis, commercial awareness, news under microscope, podcast mentions and recommendations.

Influencers in Accounting – WEDNESDAYS. Deep dive 1-1 interviews with leaders, experts, influencers from around the world.

Best Practice in Accounting – THURSDAYS. Practice development, growth, management, consulting, examples, stories and practical here’s what works stuff for accountants, bookkeepers and the fintech/software people who serve them.

UK Matters in Accounting – FRIDAYS. A UK focused show featuring UK related topics, news items, events and interviews.

All on your preferred podcast app, platform or channel. Thanks for subscribing, sharing and listening!

Main show website. For access to every single show with full shownotes:

For announcements of published shows, tagging guest so you can build your network and offer feedback on the show:

For videos of all podcast interviews and bonus video content:

AIR Admin