Adept is defined as “very skilled or proficient at something.” Adroit is defined as “clever or skillful in using the hands or mind.” My CPA, John Morse, fills the bill in both categories.
I found John several years ago, and was immediately struck with his knowledge and ability to work efficiently and effectively on my behalf—at a rate I could afford for a comprehensive package of services. These include preparation of my business and individual taxes and reports, periodic financial statements and payroll—along with a healthy dose of common-sense tax planning.
For the first time in my life, I totally trust my CPA and feel well served. I am thrilled about his responsiveness, perseverance and ability to make me feel confident in his counsel. As far as I’m concerned, he’s the benchmark which other CPAs should use to improve their performance, customer service and attention to detail.
To be clear, John works with me because I own a business. Business ownership is a requirement for his services.
Far too often for far too long, I’ve felt as though my CPAs were either too busy to give me the proper attention and service and/or too distracted to keep their eye on the ball (which one year almost cost me dearly; fortunately I reviewed the return and caught an egregious error before it was submitted). John is a refreshing change. Although he’s certainly a very busy man, he will take the time to discuss an issue with me and is very proactive about keeping me on point and up to speed.
While he provides solid CPA-type advice and direction, sometimes giving me tough-love feedback based on sound principles and financial planning, he also goes well beyond the often tunnel-vision view of a CPA.
John certainly knows his stuff. However, he’s a workhorse—not a show horse. He rolls up his sleeves to get the job done, regardless of how pedestrian the task or challenge. I’ve never felt a sense of condescension or disdain at any level about anything.
In other words, John Morse is my ideal virtual accounting department. I really can’t find anything negative to say about him—which again is unusual because of my status as the “happy curmudgeon.”
John shines in a variety of areas including:
- Reliability. He consistently does what he says he will do, and bends over backwards to work in a timely, clear and reassuring fashion.
- Spot-on Counsel. His breadth of knowledge coupled with an expansive view of how to address issues reassures me that he’s providing the right information.
- Complete Honesty and Dogged Determination. If he doesn’t know something, John doesn’t attempt to “blow smoke”—particularly refreshing given his former status as a high-level politician. I recently had a Social Security question he couldn’t answer. There was no equivocation. He did, however, research the topic and provide direction—even though I hadn’t requested it. That’s service way above and beyond.
- Accessibility. I’ve repeatedly been pleasantly surprised by John’s on-the-spot answering of the phone and quick response when I’ve emailed or left a voicemail.
- Respect. I own a small and, by accounting standards, simple business. Yet, I’ve always felt that John has provided the same level of service, attention and caring that he does to much larger clients. That’s a great feeling at a time when so many of us feel ignored or unheard on so many levels.
John Morse is a treasure. He provides top-notch customer service. I’m grateful to work with him!
In December, we’re celebrating customer service joy. There are many positive stories that can get overlooked amid accounts of negative and inadequate customer service. These positive accounts are proving contagious, as increasingly companies across the country are making top-notch customer care a top priority.
Mark Lusky is a veteran writer, storyteller and author, with 40+ years of public relations, advertising, marketing and journalism experience. Author of A Wandering Wondering Jew… and co-author of Don’t Get Mad, Get Leverage, Mark (aka The Happy Curmudgeon) is the owner of a Denver-based marketing communications firm celebrating 36 years in business in 2018.