There’s a quiet shift happening in the accounting profession, one that’s easy to miss unless you’re deep in the trenches helping firms modernize how they serve clients. At the recent BDO Area Meeting in Phoenix, I had the chance to speak about that shift and what it means for practice management leaders today.
Here’s the big idea: client experience has become a commodity. That might sound harsh, but it’s true. Delivering a “good” client experience is no longer a differentiator. It’s expected.
So, what now? From “good enough” to delight
When I talk with firms across the country, one question keeps coming up: how do we create memorable moments for our clients, not just functional ones?
I believe those moments of delight matter more than ever. They create emotional loyalty. They build trust. And in a world where services can feel interchangeable, those moments are what make clients stay.
But here’s the catch: you can’t create delight if your team doesn’t have the capacity to show up. Most firms I work with are drowning in admin. They know client experience matters. But they also know that chasing down engagement letters and reconciling bills eats up the time they’d rather spend building relationships.
What makes a great client experience in accounting?
A great client experience in accounting starts with creating capacity. Firms can’t deliver memorable, personalized service if they’re overwhelmed with admin. Modern practice management platforms like Aiwyn streamline core workflows – engagement letters, billing, payments – so accountants can spend more time on advisory work and client relationships.
Practice management is a lever, not just a system
As someone who leads transformation initiatives, I’ve come to see practice management platforms as strategic levers. When implemented thoughtfully, they unlock time, simplify workflows, and create a culture where teams can actually focus on what matters: their clients.
In my session, I walked through real examples of how we’re doing this at Aiwyn:
- Automated billing workflows that connect seamlessly to engagement letters
- CRM integrations that keep contact data clean and eliminate duplicate work
- Always-on micro-feedback loops that help firms hear what their clients are experiencing in real time
Each of these isn’t just a feature. It’s a tool for creating capacity. And with capacity, comes the opportunity for moments of delight.
Simplicity is the new luxury
We often compare accounting client experience to a fine-dining restaurant. When done well, everything flows from the greeting to the final bite. But imagine that same restaurant with clunky service, repeated questions, and lost orders. That’s what a disjointed tech stack feels like to clients.
When firms consolidate the client experience, things change. Bills go out faster. Clients stop asking for updates. Staff stop scrambling. And relationships get stronger.
That’s what modern practice management should feel like. It’s not disruptive, but seamless, supportive, and scalable.
A challenge for firm leaders
If you’re leading transformation at your firm, here’s my challenge:
Don’t just focus on the tools. Focus on what those tools free your people up to do.
- Your billing system? It’s not just for collecting revenue, it’s for building confidence.
- Your engagement letters? Not just a task, but a trust-building touchpoint.
- Your practice management platform? It’s not just software, it’s the backbone of how your firm shows up for clients every day.
Let’s stop thinking about client experience as a “nice to have” and start designing our firms around it. Intentionally, strategically, and with the capacity to deliver it.
Because in today’s world, the firms that win will be the ones who make delight possible.
If you’re exploring ways to modernize your practice management platform or looking for a more connected, client-centric system, connect with me on LinkedIn. I’d love to continue the conversation, answer questions from the BDO session, or explore what’s possible for your firm.
You can also schedule a 1:1 demo with our team for a personalized walkthrough of Aiwyn’s practice management solution.
