About the client
Taj Accountants is an accountancy practice led by its director, Abul Hyat. Like many professional services firms, its workload rises and falls with deadlines, and new business arrives through enquiries and referrals.
The challenge
Client work and new enquiries competed for the same attention. When deadlines hit, follow-up slipped; when things were quiet, there was no clear pipeline to work on.
- No single workflow for how client work moves through the firm
- Limited tracking of what was in progress and what was due
- Prospects were not followed up consistently
- The firm reacted to problems rather than planning ahead
What Palm did
Diagnose
We mapped how client work and new enquiries actually moved through the firm, and where they waited.
Design
We designed clear workflows for client work and a simple sales process for new enquiries.
Build
We set up tracking for work in progress and for prospects, with follow-up steps built in.
Run & improve
We reviewed the numbers with the team and adjusted the workflows until they ran smoothly.
What changed
- Clear workflows, so everyone knows what happens next
- Proper tracking of client work and enquiries
- Consistent follow-up with every prospect
- A firm that feels controlled instead of reactive
In their words
“Palm helped us restructure both our operations and sales process. We now have clear workflows, proper tracking, and consistent follow-up. The business feels controlled instead of reactive.”
Lessons for other owners
In a deadline-driven business, the urgent always beats the important. The fix is to make the important automatic: follow-ups that happen on schedule, and work tracked in one place, so busy weeks do not knock everything else off course.
