Client service Articles

The ABCDE of making clients feel special and cared for

We know we need to treat every client individually even though we may assume that what they want and need is pretty much the same - in general terms at least. Clients like to be treated as individuals, listened to and treated as special. A common mistake many...

10 common mistakes accountants make that drive clients mad

I once asked a group of entrepreneurs and business owners to talk to me about their accountants. Most of my interviewees were not overly happy with their accountant. I identified 10 common mistakes that seemed to explain the level of frustrations and disappointment my...

How accountants can stop doing extra work for free

One of the most common issues accountants raise with me is how can they stop getting caught out doing extra little bits of work for free? This has become more of an issue for many of them since they started quoting fixed fees. The issue comes up less often for those...

10 fallacies accountants should not buy into

Not all accountants believe all of these fallacies. And some have been part of our psyche for so long we think they must be true. Others are repeated by salespeople and consultants who want you to believe stuff so that you’ll buy what they’re selling. But a...

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10 commandments of client service for accountants

Over the years I have seen and heard much advice on the subject of client service for accountants. What you should do and what you should not do. I've whittled these down to the following list of ten 'commandments'. I wonder if you agree with me and if there are...

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The power of setting and explaining minimum fees

The first question to consider here is whether you want all new clients to pay you at least a minimum fee. This is a good question to ponder. In most cases I think your reply should be ‘yes’. Where you set your minimum fees is up to you of course. As is whether you...

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What type of service guarantees do accountants offer?

Let’s be realistic. If you did some work for a client but they weren’t happy because you made a big mess of it, would you insist on charging them extra to correct your mistake? I hope you wouldn’t even consider trying to charge extra to resolve a mistake of your...

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The 10 Cs of powerful conversations with clients

I first shared a shorter version of this post a few years ago at a very difficult time for everyone. I have now updated this to reflect 10 key topics you may want to factor into the conversations you have with your clients: Change Asking clients about recent...

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How to deliver advisory services for maximum success

'How to deliver advisory services for maximum success' is the sub-title of a superb new book for accountants that I read recently. I'll share the author and title later in this post. Let's just say that I wish I had written this book, as I am already recommending...

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What is the key to accountants’ survival in the AI era?

One of the biggest changes to be heralded by the introduction of AI so far as accountants are concerned, links to one of my long-term messages for accountants. How can you stand out from the competition? And, as a result, win more of the business you really want?...

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Ten signs you may be a bad accountant

This personal list simply reflects my experience and views. None of these qualities are about efficiency vs inefficiency, nor about old-style vs new-style and it’s certainly not about qualified vs unqualified. You may think some of the qualities listed below are...

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Should accountants do bookkeeping for clients?

I hate being asked questions like that. Well, not 'hate' exactly. It's one of those questions when I know my reply will start with 'It depends'. The question implicitly assumes that all accountants are the same. And, as I frequently point out - that's just not...

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