I sent two emails to a client. One had attached the draft company accounts and tax computations and the other had attached the
draft personal tax return and computations.
In the emails I said:
"I have attached the accounts and tax documents.
Please read the documents. If you have any questions please let me know. If you are happy for the accounts and tax returns to be submitted to Companies House and HMRC please give me permission to submit online."
and
"I have attached your personal tax return and tax computations.
Can you read the documents and if you are happy for me to submit the tax return online please let me know."
I got one email back replying to my personal tax email saying: "Looks fine".
This morning I phone the client and asked if he had a chance to the look at the accounts. He said he'd sent me an email. I had to point out an email replying to an email about personal tax wouldn't be sufficient evidence that he'd agreed to the accounts as well!
Replies (24)
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You did well, Peter
They read one of the emails, which is quite good for some clients. :)
Be grateful you got one email back - some clients will wait til you chase them and then go 'oh yes, they're fine, didn't I tell you?' ('No you moron, if you had I wouldn't be wasting my time chasing you!!!!')
But....
you don't really expect a client to actually read what you write to them, do you?
Now you are just being silly!!
I have
a client, she is lovely but she never seems to read beyond the first sentence or line of an email. Solution, if I have more than 1 question I will send 1 email per question - it works!
The client is always right
"If you are happy for the accounts and tax returns to be submitted to Companies House and HMRC ..."
"... if you are happy for me to submit the tax return online please let me know."
No - he is not "happy" to submit a tax return and crystallise a tax liability. As you have phrased your questions as a conditional "if you are happy" and as he is not happy, he is right not to reply. :¬)
Yes, I've had those "Looks fine" emails
I get all my accounts, Tax Returns etc electronically approved using IRIS OpenSpace. But I STILL get the occasional email saying "Yes, all ok".
I then have to send them another email saying "Look you ar****le, why don't you do what I asked the first time, follow the link in the email from IRIS and tick the box that says that you have approved the Return." Or words to that effect :)
@jimmercy
I think the reason that some clients don't answer all the questions in an email is because a large percentage of emails are read on a mobile phone and the clients simply don't scroll down enough to read the whole thing.
Your solution to only send 1 question per email is a good one.
Standard reply from certain of my clients.
Well is it ok ? If you say so it will be, I have not got a clue .
One even asked why it would not be alright .
Speaking as a Client.....
........."No - he is not "happy" to submit a tax return and crystallise a tax liability. As you have phrased your questions as a conditional "if you are happy" and as he is not happy, he is right not to reply. :¬)
Well is it ok ? If you say so it will be
Speaking as a Client, the above quotes are the closest. He wouldn't be employing your services if he can answer the question, he would have done the job himself.:
HOWEVER a question like:
"The attached Business/Personal accounts correctly reflect your Tax situation based upon the information you supplied to me.
If you are absolutely sure you gave me all necessary information please reply to this email including the attachments with it and stating that you authorise me to submit them electronically to the HMRC/Companies House. That email will then count as your signed authority.
The problem for the client is that you know what you want and legally need, he/she doesn't necessarily and the last thing they want to upset their day is their Tax returns.
If you are confident that you have done a good job then tell the client so.
Mistake!!!
You may have made a mistake ....
Sorry, this isn't meant as a personal attack just a comment.
How can you expect a client to spot a mistake that you the professional can't. It's a cop out. If you are not confident to say they are correct based upon the information given, do you really have a right to charge for the job.
Would you employ or pay a plumber who leaves a note for you saying: "I've done the Job, I think it is OK, please switch the water on and let me know if there are any leaks". A client does not expect to have to check the work of a professional they are paying to do a job which they probably don't know how to do.
But maybe I expect too much....
Bit different
You may have made a mistake ....
Sorry, this isn't meant as a personal attack just a comment.
How can you expect a client to spot a mistake that you the professional can't. It's a cop out. If you are not confident to say they are correct based upon the information given, do you really have a right to charge for the job.
Would you employ or pay a plumber who leaves a note for you saying: "I've done the Job, I think it is OK, please switch the water on and let me know if there are any leaks". A client does not expect to have to check the work of a professional they are paying to do a job which they probably don't know how to do.
But maybe I expect too much....
If a plumber said 'let me know where the leaks are' then sure I'd not be paying, but I'd assume that they can't see through walls etc. and therefore, while happy that the job they've done is fine, they can't guarantee that there isn't another problem that will raise its head once the original one is fixed. So 'let me know if there any leaks' is fine, and probably just a way of saying 'I'm human, I'm pretty sure I've nailed it but as I've not yet reached divine status I'll accept there's a possibility I might, just might, have erred slightly'
Accountants have to assume that they've been given all relevant info and asking them to check it makes them a, aware that the end product is their responsibility whether they like it or not, and b, consider whether they have actually omitted to advise us of something of vital importance. It's not a cop out.
@Flash
So 'let me know if there any leaks' is fine, and probably just a way of saying 'I'm human, I'm pretty sure I've nailed it but as I've not yet reached divine status
As in divining for water with twitchy sticks?
I agree
How can you expect a client to spot a mistake that you the professional can't. It's a cop out. If you are not confident to say they are correct based upon the information given, do you really have a right to charge for the job.
The deal is that the client is responsible for providing all the relevant information and the accountant is responsible for including it all correctly on the tax return.
Not at all simple
in my opinion.
As I understand it Peter is asking his client to read through the SA100 and the accompanying tax computation and approve the documents. I doubt I'd have more than a handful of clients with the ability (or more importantly the inclination) to carry out that task. My handwritten note via snail-mail is "please sign and date your tax return on page TR8 and send back to me" - I have already prepared the return from information given to me.
Using a mechanic analogy (plumber's one above) it's a bit like the garage asking me to check that they'd tightened up the sump plug properly after changing the oil.
Don't ask them to think
Upload the accounts and tax return to Iris OpenSpace this means they get a link to download and an "I authorise" button to electronically OK both documents.
No brain cells needed and whilst they have to download the document before they can hit the authorise button, doesn't mean they have to read it.
20 years ago I'd have been disgusted with myself for posting this !