January 29, 2024

Episode 104: Jessica Pillow, Founder and MD of Pillow May Accountancy

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The Story

Do you know that feeling you get when you meet someone who's excited about, and who clearly loves, what they're doing, someone who is completely engaged as a leader in running their accounting firm? That joy and enthusiasm is infectious!

In this podcast discussion with Jessica Pillow of Pillow May Accountancy, you'll hopefully experience what I did when talking with Jessica – a sense that she loves what she's doing and loves how her firm works, delivering exactly what she wants from leading and running an accountancy business.

Now don't get me wrong – Jessica shares some really powerful insights around KPIs, around core purpose and around how that core purpose works for her clients, her team and herself in a deep way.

There's something of real value in this podcast discussion. But as much as anything, I hope you get what I got, which was a sense of joy and excitement in talking with someone who loves what they're doing, on a daily basis.

Please scroll down this episode page for the contact information for Jessica and for the additional, downloadable resources mentioned in this podcast.

The Solution:

I think too many people take stuff at face value, they'll just accept a number and whack it through a P11D, without going, hang on a minute… “why have you got a diesel car in the business that's costing you an absolute fortune? You know, you could have an electric car and the cost is much cheaper, or what if you took it out altogether?” That's only one example.

It's about asking questions. It's about being inquisitive because if you don't do that, you're not helping your client properly or understanding your client at all.

And I think accountants are quite shy and think the questions will be silly, but really we do need to just ask questions.

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SHOW NOTES

Connect with Jessica

Connect with Paul


Resources relating to this podcast:

During the podcast, Paul and Jessica discuss the importance of the KPIs for her business. Jessica shares what her key KPIs are and the importance of feedback when it comes to making sure they hit their KPIs.

Feedback ensures that she retains clients and has an engaged team.

Any positive feedback is shared with the member of the team it relates to, and Jessica shares a story of a team member to whom it made a difference.

If they receive negative feedback, to use Jessica's words they are 'on it'.

Jessica and the team react immediately because she believes that sorting the issue immediately and being proactive about it helps build the relationship with the client, ensuring client retention - one of her KPIs.

Paul shares a story from the Business Breakthrough report called 'Healthy Heartfelt KPIs' about miners using canaries in the mines to detect the quality of the oxygen, and if the canary falls off its perch then the miners have to react immediately - the same as Jessica and her team do when they get negative feedback.

What are your key KPIs and how linked are they to the performance of your team and the feedback from your clients?

You don't want to wait until the canary has fallen off its perch.

To read more about the importance of measuring the right KPIs in your firm then click the button below.



Jessica talks about the book - The E-Myth Revisited by Michael Gerber and how it is her ‘business bible’. She talks about referring to it when embarking on anything new, even citing it as the reason she built her practice management software as she could not find one that was just like her until she started using FYI Docs.

If you want to discover more about the book The E-Myth Revisited and how it points out how common assumptions, expectations, and even technical expertise can get in the way of running a successful business then click the button below.


Jessica also talks about the difference that FYI Docs have made to her business. Please find a link to a recent podcast with Ian Cooper, Head of Operations of FYI Docs. Ian shares this brilliant insight during his podcast "the tech does the repetitive and mundane (but necessary) work, allowing you to focus on the clients, their businesses and how you and your team can help them realise their goals and dreams".

Something Jessica agrees with.

Here is a link to that podcast - https://humanisethenumbers.online/episode-77-ian-cooper-of-fyi-docs/

Jessica also discusses the importance of profiling when it comes to recruiting the right people in her team, understanding their strengths and then matching their work to their strengths. 

She uses a tool called Insights - here is the link to it - https://www.insights.com/products/insights-discovery/

Jessica also discusses the importance of B1GI to the work that she and her team do and how it helps to bring their core purpose 'Accountants for a better life' to life.

Here is how important giving back is to Jessica and her team - https://www.pillowmay.co.uk/why-us/creating-an-impact/

And here is a link to the B1G1 website - https://b1g1.com/


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