Introduction
Kindred Accounting is Newcastle's no-fuss firm specialising in business accounting and tax planning. When director Bradley McPherson saw a chance to elevate client service beyond traditional accounting, he turned to Brieff to transform how his team prepared for and ran client meetings.
The result is a systematic approach that ensures every interaction delivers maximum value, with one key insight as their advantage: knowing exactly what clients want to discuss before walking into the room.
The challenge of consistent premium service
"When they pay a certain amount, they expect a certain level of service," Bradley explains. The challenge wasn't technical competence, it was ensuring every meeting addressed what clients actually wanted.
Without systematic feedback, meetings sometimes missed the mark. "If it's not what they want to talk about, the meeting is useless. You might have to go back and research and then talk about it again the second time."
"It's the check-in that's crucial. If the meeting isn't what they want to talk about, it's useless. Now we always hit the mark."
Bradley McPherson, Kindred AccountingWhy Kindred chose Brieff
"We hadn't used anything prior that was as good," Bradley notes. While other tools focused on meeting transcription, Brieff added the crucial pre-meeting client insights. The check-in functionality resonated because it solved their core challenge: understanding client priorities before meetings began.
How they use Brieff
The automated check-in means Bradley walks into every meeting knowing what's on the client's mind. "Now I know… 'they want to talk about X, Y, Z,' I can actually talk about that in the meeting."
Brieff's AI note-taking creates organised summaries clients receive after every session, and regular check-ins capture relationship health. "You want to keep it above 75%," Brad explains. "As soon as the feeling gets too low, they start to think about change."
The impact
Meetings run smoother. "The forward planning is being able to understand the client's needs ahead of time." The AI summaries create real efficiency: "You just have to read it, make a few tweaks, and then send."
The systematic approach elevated Kindred's positioning. "It's like having a friend in a back pocket to help you look better," Bradley says, and the regular feedback lets the firm address issues before they become problems.
