Robert, for the personal or business client, why choose Robert Masters?
Because our years of commitment have resulted in a wealth of experience and skills in managing the financial, accounting and taxation responsibilities for both individuals and business. We take time and care to understand our clients by working alongside them in order to achieve their aims.

We're well resourced, in both people and software skills and probably more importantly, we're small enough to sustain a close personal working relationship but large enough to well manage the task.

You're a chartered accountant, how does that vary from an everyday accountant?
Significantly, by a combination of continuous training for chartered accountants themselves & staff, a strict code of business ethics, internal quality control systems, a formal procedure for clients to complain directly to the Institute of Chartered Accountants in England & Wales. In the unlikely event of our error, we carry £1,000,000 of professional indemnity insurance. You're in safe hands.

How long have you been practising?
For the firm, it's almost our silver jubilee. Since formation, we have developed a strong & popular reputation for conducting a wide spectrum of business not only within our local community but also throughout Hertfordshire, as well as elsewhere in the UK.

Who would look after me?
The appropriate team leader & their team to ensure continuity of contact and communication with the client. There's nothing more frustrating for clients than starting an issue all over again with a new contact. We react promptly to your calls and where requested acknowledge receipt of mailed documents. Having focused on client needs, our advantage is the formation of product teams each led by strong leader who in turn, contributes to the overall team managing the business. I take full responsibility for care of clients and judge this care as paramount.

What services do you provide and why?
For both people & business, our individual products, from Personal Tax Returns to Company Accounts, are deliberately designed to meet modern tax & statutory requirements as well as carefully managing the formalities & on-going care. Our individual product booklets, detail an overview & the specific operating functions that we complete, demonstrating the care & value for money that we provide. The information in the booklets is also on WebSite www.RobertMasters.co.uk

What about 'Whole Life Care' issues?
Yes, we continue to help here as well. In order to have available a strong, pro-active broad service for our clients, we have formed an alliance with skilled, professionals, such as independent financial advisers & solicitors, who are well qualified to add more to our care.

What do you mean by pro-active?
Quite clearly, one of our key roles is to listen, absorb & respond. However, more importantly, we believe that it's up to us to take the initiative by alerting our clients to issues that are relevant to their circumstances as well as the options & consequences involved. In other words, we are pro-active in providing both knowledge & advice even in areas that may not have yet crossed the clients' minds. In addition, we nag! We take the responsibility of reminding you of relevant key dates for submissions etc.

That all sounds like good news but let's look at areas for possible concern.
How do you 'kick-off' contact?
We are happy and enthusiastic to provide all potential clients, individuals & business, with an initial free review meeting. This review is vital, the golden opportunity for us to clearly understand the nature of the client's background & needs. For the client, it allows us to clearly explain the individual role we would provide for them & the price. With almost 1,000 personal and business clients it's likely that we are already familiar with your individual needs.

How do you ensure Quality & Value for money?
Cost is a concern for clients but more importantly that we are picking-up on all the vital issues & support for them & not cutting corners.

At Robert Masters, quality is everybody's concern & it's the training we referred to earlier that ensures accuracy & consideration of all issues resulting in confidence for the client to feel value satisfaction.

Will I pay a fee for every phone call?
No. Phone calls either way are not charged providing they aren't too frequent; we'll suggest to you when they are!

What will you charge?
This is an important area because it contributes to mutual peace of mind & helps sustain the essential close working relationship. First of all, our prices allow for telephone calls and meetings. Prior to any client commitment, right at the outset, we either present our published fixed prices or provide a written specific price quotation. Whether prices are subject to or include VAT is also made very clear. Our successful 'sign-up-rate' for potential clients endorses our value and clarity.

How do you keep up to date to ensure that Robert Masters advice is fresh?
Training, training, training both internally & on public & institutional courses; also by seriously encouraging & supporting ongoing education. The level of recognition by The Association of Chartered Certified Accountants of Robert Masters is such that it is "awarded Approved Training Practice status for the training and development of ACCA professional scheme students and members". We also provide client training in the form of valuable guidance from bookkeeping formalities to software.

... and Technology?
We are registered QuickBooks TM Professional Advisors & also provide advice on related software & most technology issues.

Where & when do you meet with clients?
We too have busy lives so understand the need for flexibility on client meeting times; here at The Counting House, at the client's home, business or elsewhere. We also operate outside of office hours as well as at our popular, monthly 'Saturday morning surgery'. There is plenty of free local parking.

Can they ask you for advice?
At any time & if it's outside our activity, we'll happily 'signpost' clients to a reliable source.

How about records if a client leaves for some reason?
For information, we guarantee to keep all records for 7 years, often longer & will provide copies where required. On client request, records are of course returned straight away, at no charge.

How would you like to summarise?
We're friendly, welcoming & capable. Whether seeking a conscientious accountant, who ensures value for money or re-considering the current quality of service from elsewhere, new clients should invest in the time to talk to us.

Thank you Robert, very clear & helpful.