For the vast majority of accounting firms, challenging clients are a hazard of the profession, but no matter how awkward or difficult they may be to deal with, it’s your job as their chosen accountant, to provide them with the assistance and guidance they need. In some instances, such clients might even provide your firm with new growth opportunities.
But how exactly?
Even if you take advantage of offshore bookkeeping, it’s inevitable that at some point in the lifespan of your accounting firm, you’re going to encounter troublesome clients; here are some strategies that can help you handle them:
Manage expectations and set clear boundaries
All too often, frustrated clients result from mismanaged expectations and a lack of clear boundaries.
Have your client define their expectations early on in the relationship, and then redefine them every time they change. If they are reasonable and can be met, things can move forward, if they’re not, then further discussions must take place. It’s also important that you define your boundaries to each client, allowing them to clearly see what you can provide for them, and what you can’t, as well as what each service will cost.
Once your client knows what to expect from you, they are far less likely to feel confused, frustrated or even angry.
Enhance communication
Your client should obviously be able to communicate with you as often as they need to (within reason, of course), but they also need to know that they are being actively listened to, and that you have understood their problem or concern. Misunderstandings should be dealt with swiftly to prevent them from tainting the relationship between both parties, and your tone when dealing with all clients must remain professional but empathetic.
Try using different methods of communication
Some clients may prefer to be contacted via email or telephone, while others may prefer the use of client portals to receive detailed summaries. Ultimately, if you offer your clients several different methods of communication, you’re guaranteed to find one that suits them.
It’s also important to recognise, however, that both parties must be respectful of boundaries at all times and communicate their needs in a way that can be understood and dealt with appropriately. Some clients choose not to respect the rules that you have laid out for them; in which case it may be appropriate to let them go.
Identify clients who may benefit from advisory services
It’s often those clients with the most complicated financial needs who would benefit most from advisory services, but you may also have clients who have asked for help with strategic planning.
When discussing advisory services with clients, make sure that they understand just how they can help them, such as by moving them in the direction of their goals, and improving their financial situation overall.
Letting challenging clients go
In some instances, dealing with a challenging client simply isn’t worth the hassle, and if they’re generating more work than they are revenue, it could be best to cut ties with them altogether. You may even have some clients who are dealt with predominantly by your chosen offshore tax preparation firm, but for whom even they are struggling to deal with.
At the end of the day, you’re running an accounting business and not a charitable organization, so if a relationship between you and a client isn’t mutually beneficial, it could be time to call it quits and let them go.
