Kindred Accounting

How Kindred Accounting Delivers Exceptional Client Value With Every Meeting

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Introduction

Kindred Accounting is Newcastle's no-fuss accounting firm specialising in business accounting and tax planning. When Director Bradley McPherson saw an opportunity to elevate their client service delivery beyond traditional accounting, he turned to Brieff to transform how his team prepared for and conducted client meetings.

The result? A systematic approach that ensures every client interaction delivers maximum value, with one key insight: knowing exactly what clients want to discuss before walking into the room has become their competitive advantage.

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The Story of Kindred Accounting

At Kindred, they "geek out on the numbers" so their clients can focus on their genius zone in business. Their mission is clear: help business owners stay out of trouble with the tax man, only pay their fair share of tax, and cut hours out of their admin workload each week.

What sets Kindred apart isn't just their technical expertise—it's their commitment to making clients feel valued and understood. Working with Kindred means you never, ever feel like a number.

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The Challenge of Delivering a Consistent Premium Service

Bradley McPherson faced a challenge familiar to many successful accounting practices: how to consistently deliver the premium service experience their clients expected, especially during their busiest periods.

"When they pay a certain amount, they expect a certain level of service," Bradley explains. The challenge wasn't technical competence—Kindred's team had that covered. Instead, it was ensuring every client meeting delivered maximum value by addressing what clients actually wanted to discuss, not just what the accountants assumed they needed.

Without systematic client feedback, meetings sometimes missed the mark. "If it's not what they want to talk about, the meeting is useless," Bradley realised. "You might have to go back and research and then talk about it again the second time."

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Why Kindred Chose Brieff

Kindred's selection process revealed what many growing practices discover: traditional tools focus on compliance and administration, but few address the crucial element of strengthening client relationships and focusing on delivering value consistently.

"We hadn't used anything prior that was as good," Bradley notes. While other solutions were emerging in the market, most focused solely on meeting transcription without the crucial pre-meeting client insights that Brieff provides.

What attracted Kindred wasn't just another software tool—it was a systematic approach to elevating client relationships. The check-in functionality particularly resonated because it solved their core challenge: understanding client priorities before meetings began.

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How Brieff Helped Kindred Transform Their Client Experience

Understanding that Kindred's success depended on consistently professional client experiences, Bradley and his team leveraged Brieff's platform across three key areas:

Strategic Pre-Meeting Intelligence: The automated check-in system ensures Bradley walks into every meeting knowing exactly what's on his client's mind. "Now I know it's like, 'Oh, they want to talk about X, Y, Z,' I can actually talk about that in the meeting and they're like, 'Great. Cool.'"

Professional Meeting Documentation: Brieff's AI note-taking creates organised summaries that clients receive after every session. This isn't just about efficiency—it's about demonstrating consistent, professional service delivery.

Ongoing Relationship Monitoring: The regular check-ins serve a dual purpose, capturing both meeting agenda items and crucial relationship health metrics. "You want to keep it above 75%," Brad explains about client satisfaction scores. "As soon as the feeling gets too low, they start to think about change."

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The Impact: Professional Meetings That Deliver Real Value

The transformation at Kindred demonstrates how the right system can elevate service delivery across multiple dimensions:

Enhanced Meeting Effectiveness: "The forward planning is being able to understand the client's needs ahead of time. The meeting can just go a lot smoother knowing what they're thinking in their head before the meeting."

Significant Time Savings: The AI-powered meeting summaries have created substantial efficiency gains. "The note taking, writing the summaries with the AI—that creates a lot of efficiency because then you just have to read it, make a few tweaks, and then send."

Elevated Professional Image: The systematic approach has enhanced Kindred's professional positioning. As Bradley puts it, "It's like having a friend in a back pocket to help you look better." Clients now expect and receive consistent service elements: check-ins, agendas, and professional summaries for every interaction.

Proactive Relationship Management: The regular feedback mechanism allows Kindred to address issues before they become problems. "If we're not hitting the mark, provided they're honest, we can address it."

Competitive Differentiation: The comprehensive approach sets Kindred apart in their market. "It shows them that this is an all-inclusive service. It's not like a Jetstar," Bradley explains, referencing the premium versus budget airline experience.

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Conclusion

Perhaps most importantly, Brieff has enabled Kindred to scale their premium service approach without compromising quality. The system ensures that every client receives the same high-touch experience, regardless of how busy the practice becomes.