PBD Partners
PBD Partners can count on Campbelltown City Council
A Campbelltown accounting business with family at the core, PBD Partners recently relocated to Lower North East Road, just over 18 months ago. At the helm is Pio De Corso, an accountant with over 30 years of industry experience.
After rising to partner level in a previous practice, Pio set up PBD 14 years ago. ‘The main reason why I wanted to leave the bigger firm was because I had a vision as to how I wanted to service clients. I wanted to craft a more personal, hands-on approach,’ Pio explained.
By fostering this client-first culture at PBD, the benefits are twofold. Firstly, workers are more in tune with the wants and needs of customers. Secondly, clients feel important, rather than just another number in a file.
In their new Campbelltown location, complete with purpose-built fit out, the PBD team can seamlessly cater to clients while also making them feel comfortable. Whether they are calling the reception desk or arriving at the office for a scheduled appointment.
This is paramount when you consider the kind of industry that PBD operates in. Whether providing accounting and taxation services, business advice or payroll management, at the heart of every conversation is money. By making a concerted effort to have their offices and staff exude professionalism and familiarity, clients feel at ease, even when they may have to engage in complex conversations.
Breaks and benefits that add up
Such an approach also comes with business benefits. As Pio explained, ‘by making sure that all staff are exposed to clients, it means that, even if I’m not here, the practice can run smoothly.’ These regular liaisons help build relationships, trust and credibility. All of which are integral to running a successful accounting firm. Especially when you consider the ease this provides clients. Rather than clients having to call the business and explain their situation to multiple staff members, employees already know the circumstances surrounding the call. Resulting in more efficient and effective customer service.
Another core aspect of PBD is gradual growth. By taking a measured approach to growth, internally, there is a level of consistency achieved. This means that clients aren’t constantly seeing new faces when they walk into the firm.
Externally, a gradual approach to growth means that clients are better serviced both now and in the future. ‘We want to make sure that we are providing our clients with the services they require or expect of us. Only then can we look at advising them in additional ways that they could be better serviced,’ Pio said.
With service at the core of PBD, Pio is constantly looking to implement strategies to ensure that the firm remains relevant, full service and successful. This typically takes the form of in-house training and professional development days. Encompassing these learning days are also workshops on understanding and meeting changing client expectations. A fact that now seems more relevant than ever in a post-pandemic operating environment.
For example, during the pandemic, certain government grants and funding were available to businesses. As accountants, it was dependant on the PBD team to research these grants and make applicable clients aware of the application processes. An integral practice when you consider that many businesses relied on such grants to remain viable during periods of lockdown.
PBD also employs further informal and formal processes in order to ensure that meeting client expectations remains at the forefront of procedures. Informal tasks may include taking part in casual check-in conversations with clients on a regular basis.
Meanwhile, formal processes encompass surveying clients annually to ascertain their expectations, needs and wants. ‘As a result of these more formal discussions, we have built up associations with financial planners and mortgage brokers so we can confidently refer our clients to specialists in the area,’ Pio said.
While the pandemic has highlighted to Pio and the PBD team the importance of remaining informed about new accounting processes, procedures and the like, running a business during this time has not been without its challenges. ‘The biggest challenge we are facing at the moment is attracting staff. One of the things we are finding is that trained accountants are leaving the profession. As such, we are putting steps in place to help attract talent,’ Pio explained.
A calculated location
One such drawcard for PBD is their location. Having been brought up in the area, Pio knows firsthand the elements of culture and convenience that are synonymous with the Campbelltown City Council Area. For clients and employees alike, the centralised location of PBD makes trips into the office seamless. This is largely thanks to the array of parking options and of course, nearby shops providing the perfect spot for a lunch break.
This village feeling even extends to the PBD office thanks to a locally-commissioned external wall mural that picks up on the family-focused and market gardening history of this special location. ‘The family community feel of this area makes it easier for us to foster our culture which above all else emphasises feeling welcome and comfortable,’ Pio added.
For PBD, another important aspect of working in the Campbelltown City Council area is the assistance provided. ‘If we’ve ever needed their support, all you have to do is reach out and ask,’ Pio said. Additionally, the council have also provided their facilities to Pio and the PBD team in order to facilitate the running of key industry seminars.
All of which provides Pio with the perfect backdrop to continue to operate a successful business in an industry he is passionate about. ‘After all these years, providing a service to clients that they are happy with is still the most enjoyable thing for me,’ Pio explained.
Business tips
Pio’s tips for other businesses:
- Having people and managerial skills is a must.
- Make sure you have industry insight and knowledge.
- Couple your industry knowledge with understanding the basics of managing cash flow.
- Acknowledge your shortcomings and put a support network in place that can provide the right assistance.
- Passion is something you can’t fake. Make sure that you’re passionate about your industry and your clients.
If you’re looking for support in your business, consider starting or locating your business in Campbelltown City Council.