I know that drawing lessons from dentists might seem odd for someone who supports sole practitioner accountants as I...
Client service Articles
Ten conversations that make accountants more valuable to their clients
I first shared a shorter version of this post a few years ago, at a time when businesses everywhere were facing...
Being PROACTIVE: more than just keeping clients informed
Are you proactive? Does your website claim that you are proactive? Do your online profiles? If they do, that's great, in theory as we all know that many clients claim to want a proactive accountant. And it also often comes up when they criticise their old...
AI won’t shake hands: The new client loyalty playbook
Listening to some commentators, you could be forgiven for thinking that the future of every accounting practice depends entirely on how quickly you adopt artificial intelligence (AI). Software vendors, consultants and AI advocates all seem keen to tell us what...
How accountants lose their edge with generic USPs
For years I have talked about what accountants can do to stand out from their peers and competitors. How to be remarkable and better remembered, referred and recommended. Many people see accountants simply as professionals who help clients satisfy their legal...
What happens when clients don’t see their accountant as a business adviser
For years now, accountants have been encouraged to “move into advisory”. It’s become one of those phrases that is repeated so often it risks losing meaning. And yet, many sole practitioners, especially, continue to resist it. Some genuinely believe that NONE of...
How to future-proof your compliance-focused firm
I’ve been debunking the “compliance is dying” hype since at least 2011. It wasn’t true then, and it’s still not true now. But that doesn’t mean everything’s staying the same. The loudest voices promoting this nonsense still tend to come from software vendors and...
How to stop ‘scope creep’ from eating your profits
It starts with good intentions. You want to help. You want to be seen as approachable. And frankly, it often feels easier to just do the extra thing than raise it with the client. But over time, those “small” favours and “quick” queries add up. As does the...
How to build confidence in your accountancy services (and stop hiding your brilliance)
One of the many things I've learnt from countless conversations with accountants over the years is that self-confidence isn't a given. It’s often missing, even after years of running their own practice. "More through luck than judgment" they might say. Or, "I'm...
20 ways accountants can wow their clients
When you win a new client they may have moved to you from another accountant. Other times you are the first accountant they have ever appointed. In either case the sooner you can ‘wow’ them the more you will STAND OUT and the more likely they will be to talk about...
Why accountants need to identify and help clients who have a poverty mindset
You’ve probably seen it many times. A client with a decent turnover. Business ticking over. Yet they’re constantly short of cash. As accountants, it's easy for us to assume that the solution lies in the numbers so perhaps you offer to help with a new forecast, an...
The essential client workflows that boost productivity, profits and keep clients happy
Efficient client workflows are a crucial element of any accounting practice — whether you work alone or with a team. If you’ve been running your own practice for any length of time, you’ll already have systems in place to track client work. The real question is how...
Are you an accountant, a business adviser, or both?
For some time now it has been increasingly common to see firms describing themselves as “accountants and business advisers.” But what does that really mean? Is it just branding fluff, or a genuine service offering? Some firms add the label as a way to differentiate...
7 accidental cons: Are you unintentionally misleading clients?
You care about your clients, your work, and your reputation. You do your best to be honest and helpful. But here’s the awkward bit: many accountants are accidentally misleading their clients. Not through deliberate dishonesty – but through outdated habits, vague...
How accountants can build and maintain trust in an AI-driven world
Trust has always been the foundation of strong client relationships. But in a world where AI and large language models (like ChatGPT) are becoming increasingly popular, the need to show clients they can trust you has never been more important. Clients have long had...
Your business, your rules: managing difficult clients with confidence
Ever feel torn between wanting to fire a difficult client and worrying about losing their fees? You’re not alone. The higher the fees, the harder it is to cut the cord. It’s a classic accountant’s dilemma—and one worth addressing before it drains your energy and...
10 shocking mistakes that frustrate your clients
Some years ago I undertook some research among a group entrepreneurs and business owners - I asked them to talk to me about their accountants. My notes of those conversations formed the basis for a series of 3 articles I wrote for AccountingWeb. They all stimulated...