This morning I briefed my team on one simple topic:

Professional Etiquette, Ethics & Conduct.

Not tax. Not audit file.

Why? Because of two things:

1. We had clients complaint before.
2. ISQM requires us to control quality including behaviour.

That past complaint was not about wrong numbers.

It was about “small things” that felt big to the client:

Late arrival with no early notice.
Staff “disappear” for breaks without informing.
Greet PIC upon arrival of client premise
No proper closure after fieldwork.
Room left messy.

I told my team today

Manners are part of ethics.
Small actions create big impressions.
Your behaviour builds trust.

In professional services, clients don’t separate “work quality” and “people quality”.

To them, it is “one” package.

And sometimes, one “small” behaviour is enough to lose a client you worked hard to win.