Welcome back – the power of a phone call

When the CEO of a highly successful accountancy firm was keen to source new marketing content, she signed up to Landmark PD’s Fee Builder programme, it seemed like a match made in heaven.

The platform was specifically designed to provide UK accountancy practitioners with exclusive access to ideas, resources and strategies helping them to maintain and develop the value and range of services offered to their clients.

So, when Heidi Grimes of Ledger Accounting Services requested to cancel her subscription following an initial trial, the decision came as a bit of a surprise to the Fee Builder team at Landmark.

The Problem

Landmark’s founder Bob Edwards got in touch immediately, to find out why Ledger Accounting had not found Fee Builder suited to their needs.

“I was intrigued to be honest as I know the value of the content we provide. Heidi’s email had said the information we provide was not useful as she could already access a lot of the information via HMRC emails,” Bob explained.

“We already knew that she was keen to source useful marketing content for LinkedIn and other campaigning needs, which is why she signed up to Fee Builder in the first place. What Heidi was saying about the value of our resources didn’t make any sense, so I picked up the phone. Never underestimate the power of a phone call.

The Solution

Undeterred by the complaint, Bob sent Heidi the very latest material his staff had just uploaded to the Fee Builder dashboard. This included a copy of client alerts that had been recently added.

Heidi reviewed the content and reversed her decision on cancelling Fee Builder when she realised a vital step in the sign-up process had been overlooked.

“It is now clear to me that due to a misunderstanding, our marketing assistant had not logged in to your site dashboard so we have not been fully utilising the information you make available,” she said.

“Having seen the files you sent us recently, I agree that September’s content is extremely useful.”

Based on the Fee Builder information now received, Heidi was able to inform clients of a new grant scheme that clients could use to pay for much needed business support consultancy work with Ledger.

She said: “I’ve always struggled with making content interesting and personable but if articles are readily available it’s far easier to insert our personal twist into it.”

Based on this new appreciation of the resources provided by Fee Builder Heidi willingly agreed to reverse her original decision and has now re-subscribed to the Landmark Fee Builder service.

The Lesson

Since Heidi’s SME article went live, Ledger Accounting Services received four client enquiries and are now assisting with grant applications to pay for a programme of consultancy work with Heidi’s company.

Bob said: “It’s always gratifying when our material is used and achieves its aim of win-win service deployment for practitioners and their clients.”

Now they can both laugh at the misunderstanding, but there are also important lessons that Landmark can take away from this situation.

If Bob had not got in touch initially, then the company would have lost a customer.

The team has also learnt that it needs to underline how their dashboard works and that subscribers know that they need to log in to fully access all the resources they are paying for.

Find Out More

If you are on the lookout, as Heidi was, for relevant ideas and content to support your service offerings to clients and prospects, why not give Fee Builder a try? The service is low-cost and you can cancel at any time. Take a look.


Bob Edwards

Bob has been working with practices across the UK offering novel ways to improve cross-sales and increase new client acquisitions. He is also interested in "step changes" in legislation that offer challenges, and therefore opportunities, for practitioners to provide new recurring and one-off support services to clients.

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