Sometimes you get the feeling that life would be fine if it wasn’t for the clients! However, they are a necessity for a successful practice. We all have those good clients who pay on time, provide what’s needed and respect your work boundaries. However, we also have those clients who make your work life more difficult and stressful.
The key is to manage your clients so that they never become challenging – or, alternatively, change them from ‘challenging’ to ‘good’ clients. You may have to part ways with those who are unwilling to change.
How is a client challenging?
There are many different behaviours that can make your working day more difficult. Some of the most difficult relate to money – they either pay late or don’t pay at all. There are also issues to do with ‘scope creep’, when they want you to work on specific areas that aren’t included in the quote but don’t want to pay extra.
The information they send you may be late or incomplete. And we have all had clients who are too demanding – for example, they are late in sending over their information and then are immediately on the phone wanting to know how much tax they owe.
Some of the problems are to do with communication. Clients may not do what you want them to do – for example, they don’t send all the information you need or even send figures for the wrong year! And some clients ask for feedback but then don’t do what you suggest.
Clients may expect to receive responses out of working hours when that is not what has been agreed. But the most difficult problem to contend with, of course, are those clients who may treat you badly by being rude, inconsiderate or aggressive.
Challenging clients tend to take up a greater proportion of your time, which has an impact on your bottom line and your cashflow. You can become stressed, frustrated, less efficient and less able to help those clients who also need your help and have done everything that has been agreed.
Having fewer challenging clients and more ‘good’ clients will make your work life more pleasurable.
What to do about challenging clients
Set the terms and conditions for your contract at the start of your relationship with the client and make sure that they understand them. It is important to set your boundaries from the outset!
Make sure that your system is not letting you down. It should make quoting, invoicing and chasing debtors easy. Finally, give your clients clear guidance on what you need from them and what is included in your fee – which has been agreed before work commences. The most effective things to do is to take ‘the carrot and stick’ approach.
The Stick: taking a tough approach
Sack them: If you’ve had enough of a client, why keep working for them? You’ve given them loads of chances, been patient with them, explained what is expected, but to no avail. They need to go. Otherwise, you’re wasting your time and energy. I know this is difficult, but it must be done.
Charge them extra for late information: Only do this if you’re prepared to lose them. I did this with three clients who always gave the information late. They all paid the extra amount but then found another accountant. In reality, this was good as my time was freed up and it was less stressful, but you need to watch you don’t shoot yourself in the foot! This approach has to be mentioned in the terms and conditions when you start working together.
Refuse to work with them unless they use the software you prefer: If a client is consistently late but you have access to their software, then you can monitor what has been entered and the quality of the information. If they are working on spreadsheets that aren’t in a shared file, you have no way of tracking their progress. They can tell you they will get the information over to you in the next few weeks but, in reality, you have no way of knowing. Personally, I don’t like this approach as it feels like bullying, but if it suits you then go for it!
Keep increasing your fees: By doing this, you will still have a difficult client but may be prepared to put up with them as you’re earning more from them. However, I’m not sure that any financial recompense is worth a really bad client!
The Carrot: make them feel loved and wanted
Give an early payment discount: It’s amazing how this can motivate people to get organised!
Give them clear feedback on what you need: Ring them and go through the process so they know what’s expected. Remind them to contact you if they have any questions. You can ask them to repeat what is required so that you are sure they have understood. Send a follow-up email so there is no confusion.
Training: Challenging clients can be broken down into the ones who don’t care and can’t be bothered and the ones who don’t understand. In the latter case, an hour of your time training them can work wonders! Drill down and find out what’s stopping them from giving you the information. Sometimes it’s the fear of making a mistake.
Are you part of the problem?
Take an honest look at yourself. It’s easy to jump to blaming the client when the issues could be with you.
If you have many challenging clients, ask yourself:
- Is there a reason why you’re getting such challenging clients?
- Do you know the profile of your ideal client?
- Do you feel like you don’t deserve good clients?
- Do you think you need to help clients to the detriment of your own wellbeing?
Effective communication is crucial – as important as understanding numbers. I suspect one of the main reasons that some accountants struggle to communicate well with their clients is that we understand the numbers inside out and deal with them daily. Many people find numbers daunting and they need you to put them at ease by explaining and communicating clearly. They are often sharing personal information, so trust is essential.
There are real benefits from communicating openly and honestly with your clients:
- It’s easier to work together.
- Good communication builds trust.
- Clients appreciate what you are doing.
- There’s satisfaction when someone has that ‘aha’ moment because of something you have explained.
- It’s more productive.
How can you improve your communication?
- What are you trying to communicate? What do you want them to understand?
- Can you express it more simply?
- What is the best way to relay the information? A telephone call or Zoom gives the client an opportunity to ask questions and is the best way to explain complicated information, rather than in an email.
- Practise before your session with your client.
- Ask people who know you well what you could do better.
- Watch good communicators and consider what they do that makes them good at it.
- Be clear and concise in your message. Are you making assumptions of what they know?
- Be kind without a superior attitude. You may think that the information you are giving is obvious, but it may not be to your client. We all have different skills and talents!
- Keep emails brief and use bullet points. Read through what you have written before you send it and see it from the client’s perspective.
- If you’re not in the correct frame of mind, don’t reply. Do it later when you’re calmer!
Good luck with those challenging clients. Don’t bury your head in the sand. Instead, be proactive and follow this advice and you will soon be happier.
If you’d like support in understanding how to deal with clients, contact Anna Goodwin Accountancy.
Author Bio
Anna Goodwin
Director, Speaker & Trainer
Anna Goodwin Accountancy
Setting clear boundaries is essential for maintaining a successful and less stressful practice.
Anna Goodwin, Director, Anna Goodwin Accountancy
