TaxAssist Accountants has survived the disruption caused by the COVID-19 virus so far, and is proud of the way it has worked with customers throughout the lockdown.
The North-East region of the bookkeeping and accounting franchise has been run by co-owners Steven Mearns and Cameron Allan since they acquired it in 2017. TaxAssist branches in Aberdeen, Banchory, Dundee and Inverurie adapted their working practices to provide consistent service to their clients.
Steven and Cameron worked to better understand their stakeholders’ primary concerns and prioritised clear communications across the business. Using online tools and collaboration platforms, TaxAssist’s North-East branches were able to continue providing top quality service. Microsoft Teams, Zoom and Skype all came in very handy, as well as the franchise’s own hosted desktop environment.
Steven explained the difficulties involved in changing business operations:
“It was very challenging having to adapt our services. As we operate from shop fronts, it’s a big part of our DNA that we have face-to-face interactions with potential and existing clients. It was very challenging for the staff too, being removed from the social settings of our offices and placed in the isolation of their homes.”
But the TaxAssist teams were able to master the technology platforms:
“The team got comfortable with video-conferencing and really valued its benefits and this, in part, enabled us to achieve 100 percent productivity from home and allowed us to keep our clients engaged and informed. And, as a result, our business grew – not just in financial terms but staff numbers too.”
Steven and Cameron also support the North-East Now campaign, which is backing local businesses and promoting a ‘shop local’ culture. As businesses get back up and running, the entrepreneurial pair have big plans for the future, with two new offices due to open in the coming years.
Alice Tuffery, Point Franchise ©
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