This was the main topic for discussion at last month’s meeting of The Inner Circle for Accountants.
Once again Members of The Inner Circle benefited from the willingness they all had to share their experiences and insights during our round table discussion. In accordance with one of our key membership principles everyone agreed to abide by the Chatham House Rule.
As usual I have prepared a follow up summary including members’ selected key learning points and some useful links.
What follows are simply some of the opening comments that set the scene for our round-table discussion. We started by considering the various issues that contribute to problem clients:
- Lateness – supply of info, payment of fees
- Rudeness – to you, colleagues, contractors, staff
- Unreasonable demands/expectations
- Tried to do it themselves
- Quibblers – overly price conscious
- Fudgers – over claiming and under disclosing
- Time vampires – be this the client or their in-house accounts staff
- Needy, sad and poor
- Those who no longer fit your ideal client profile (if they ever did)
Possible solutions varied from those requiring courage to those that could generate more income even if the problem client took their business elsewhere. Members were amused but unsurprised to hear how they all had similar problem clients. The real benefit of the meeting came from the round table discussion and ideas as to how to resolve specific situations.
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