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.

This is the Accounting Answers Podcast, hosted by Rob Brown. Formerly known as the Best Practice in Accounting Podcast, this show asks and answers critical questions of the experts, leaders and influencers who shape the decision-making of accountants, CPAs and finance professionals.

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

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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

Tune into more on this daily show for short, sharp episodes that keep you informed of what’s happening in the accounting world and the whole ecosystem of consultants, organizations, vendors and advisors who serve them.

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