AIMS Accountants for Business
AIMS Accountants for Business
Navigating client expectations as an accountant is imperative to the success of both the accountant and their clientele. There are many new challenges being faced by the accountancy industry, as a result of the quick pace of the business world we now operate in. In order to maintain long-lasting relationships with clients, the accountancy industry needs to manage client expectations effectively.
Accountants need to be able to build trust and client loyalty. From handling difficult clients to setting boundaries, this blog will look at how accountants can manage relationships – and explore the best ways to communicate.
From your first interactions with the client, it is really important that you stay committed to setting clear and realistic expectations. Set clear boundaries as to when they can expect progress from you, and what that progress will look like.
Explain clearly your deliverables and what each service entails. Of course, selling your expertise is imperative to gaining new business, but don’t promise perfect successes in an unrealistic time frame. Be honest and show you understand the client’s objectives, concerns and goals.
Find a balance when it comes to outlining your boundaries. Don’t start off by listing the limitations of your work, but rather have them readily available for your client – so as to avoid conflict further down the line.
Much like in all of our relationships, communication is key. Make sure you communicate frequently and effectively to get the most out of the relationship between yourself and the client. Let them know immediately when you need to flag something, have any updates, or when there is something to celebrate.
It’s really important to show you have understood any feedback or concerns that a client might have, and try not to over complicate your answers. It may be a good idea to establish a preferred communication method: how would they prefer to be contacted, and what part of the day works best for them? Adapting how you communicate to cater for their convenience really adds to the client experience, and often ensures you get more timely and fruitful responses – benefitting you in the long run.
You will know the financial world better than your client, so it’s part of your duty to let them know what might be approaching – whether that’s the implementation of a new business law, payday discrepancy, or the start of the financial year.
By educating them on the details that can impact you managing their finances, it can help to create more realistic expectations. Further to this, it should make your client more financially aware, and ensure you have access to the information you need, when you need it.
Not only does using software save you time, and often produce more accurate results, but you can also create a portal where your client can see your work. This gives the client a sense of control, as they can see the breakdown of their finances, any potential fluctuations, or detail around ongoing actions.
It offers a bridge between you, as the accountant, and the client, and allows them to access relevant data at all times.
Keeping a positive relationship with your clients is paramount; be clear with your boundaries and communicate with transparency and effectiveness. The relationships you keep with your clients become part of your work life, and in turn your overall well being. By following the steps above you can be certain you are doing all you can to avoid conflict or misunderstandings, making a more fruitful outcome for both you and the client.
At AIMS we know that no matter how clear you set your boundaries, it can still be challenging to manage client expectations. Check out our News and Insights for further reading related to accountancy, or have a look through our FAQs for more information.