All accounting firms can add and subtract, reconcile bank accounts, compile financial statements and prepare income tax returns. Many can also audit and do business valuations or estate plans.

On the surface, we all seem alike. So why choose KOS?

Here’s Why
Commitment to service is more than a tagline — it’s a practice to which we strictly adhere.

KOS responds promptly to calls and e-mails, and produces quality work. But our strength lies in making you comfortable and being proactive with your financial and business affairs.

If you still aren’t certain that we’re the best option for you, we invite you to ask some of our clients. We did. They unreservedly gave us high marks for service, quality, client relationships, and guidance.

[Our accountant] understands our business and is always very responsive to our needs and concerns. Additionally, he is pleasant and cheerful—which is a nice (and rare) thing in our world of contracting.

M. Hamilton
Apple Landscaping

Clients recognize our dedication to achieving excellence for them. We focus on your future; we don’t just report on the past. Expect us to ask, “What are your needs?” and, “How do you see us helping you meet them?”

As you’d probably agree, accounting issues can be very confusing. The adage, “If you want something done right, do it yourself,” just doesn’t hold true when dealing with complex financial issues.

Our job is to explain our work product, anticipate obstacles, and answer your questions until you are completely satisfied.

As a lawyer, I have had the opportunity to refer a very important client … Nothing makes me more pleased than when I refer a professional to a client and that client thanks me profusely.

Steven B. Holland
Steven B. Holland & Associates

Working with KOS—Quality You Can Count On
We know the reasons that accountants lose clients: poor communication, patchy service, piecemeal advice, poor follow-through, personality clashes, and persuasive competition. Striving to combat the negative “P’s,” KOS focuses on a better “P”: proactive.

Our firm service standards—rules we each try so hard to work and live by—are vital for staying proactive and earning high marks from clients. We share our internal service pledge so you know what to expect.

• Maintain a friendly, personable, positive attitude when clients come to our office, or we visit a client’s office.
• Make the “Golden Rule” your guide for dealing fairly with others.
• Observe proper decorum, etiquette, and social behavior both in and out of the office.
• Do whatever you believe is necessary to not only meet, but exceed our clients’ expectations (i.e., being highly responsive, timely, respectful, caring, invested).
• Focus on creativity and innovation. Be proactive, not reactive. Offer solutions. Ask yourself what we can do better. Think like an advisor.
• Show clients you really care. Take the time to learn about their needs, their business, their industry, and them personally.
• Be prompt for meetings. Do not keep clients waiting.
• Prepare an agenda for each client meeting and provide a copy to the client for note-taking.
• Discuss estimated fees for professional services so the client has a reasonable expectation of the cost of the project and agrees to the value.
• When meeting with clients, ensure you use terms easily understood without speaking in a condescending tone or manner.
• Document discussions with a written memo following each client meeting or extended phone conference.
• Keep everyone who’s involved with a particular client informed and up-to-date.
• Manage client expectations for completion of work projects, taking into account true emergencies and needs for expediency on our part.
• Contact the client to keep them informed of the progress of the work, especially if it appears we will be unable to meet the original due date.
• Contact the client immediately to let them know you’ve received their correspondence or information.
• In the event there are issues with a project, contact the client to develop a plan for resolution. Maintain contact with the client throughout the completion of the project to ensure we are addressing the issues until a satisfactory conclusion is achieved.
• Return client phone calls and e-mails the same day or ask someone to return them for you. If you are unable to do so, indicate this on your voicemail or e-mail message.
• Apologize, take responsibility for mistakes, and correct issues without additional charges to the client.
• Guard client confidentiality—do not “talk out of school.”