Needy clients

Needy clients

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People never fail to surprise me. I had a cracker of an enquiry last week. A young lady (very young) with a cafe was seeking a new accountant. Current accountant doesn't tell her what the fees will be, doesn't answer her calls, and has had her records for year end accounts for 'months' and hasn't done the job yet. It was a struggle to get the information I needed, as she didn't listen to what I asked.

Her requirements far exceeded what she was willing to pay, so I went through the usual routine, ie. if she prepared her own bookkeeping in VT (and I gave her a quick demo), did her own payroll, etc. and this would reduce our fee. She thinks this is a very good idea and is keen to go ahead and sign up straightaway. I won't give a firm quote until I know how her records will be prepared, so won't yet accept her as a client (6th sense kicked in???). Then we get endless phone calls ... she can't download VT, so will we do it for her ... and we will teach her how to do payroll, won't we?

We point her to the services guide that we gave her, which specifies that one-to-one training is chargeable. We point out that she pays for the training, but this is going to reduce her accountancy fees year after year. She isn't happy! 

I am beginning to understand why her current accountant doesn't answer her calls. I am so glad we held back from quoting as I am sure she would have signed up with totally false expectations of what she would receive.

How do you make sure clients understand what is, and isn't, included as free support? I thought our service guide made it clear, but maybe not. Should I relay it verbally rather than assume they will read the service guide (it's only one page long and explains what is included, and what will incur extra fees).

Replies (10)

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By The Innkeeper
24th Jun 2014 12:23

I have sympathy

for you. We have a one page schedule of items that are charged for over and above a fixed fee.I suspect that your service guide is similar. We have been toying with the idea of offering a 'bronze' to 'gold' service but I think that the sort of prospect that you are describing may well pay for the bronze and want gold ( if not higher) I am not convinced that there is a solution for this issue apart from being firm and everytime they want an 'extra' is to agree a fee.

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By duncanedwards
24th Jun 2014 12:25

You could suggest to this client ...

that you come in and discuss it one busy lunchtime over a complimentary meal.  She might get the message about your time being valuable and limited, just as hers is for her business.

I think you probably do need to give potential clients the message verbally as well as in your service guide because, as you say, they may not read it and, even if they do, may not actually take the time to process what it says.

At the risk of starting a rant, I think it's part of the "me, me, me" way of thinking that seems to prevail with many people these days.  "I want it, so someone should provide it for me" "My time is valuable; yours isn't" "I expect people to do things for me free and at the drop of a hat; I'm a busy person - why should I do you a favour?", etc..

So, to answer the question, yes, put it in writing but also say it face to face - in the nicest possible way, of course.  I'd use the empathy card: "Like you, I have to ...", etc..

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By mrme89
24th Jun 2014 12:39

You say she's young; perhaps she is used to being spoon fed by her parents.

 

She needs to learn that in the real world, if you don't do the work yourself, somebody else is going to charge you to do it.

 

Your sheet is hardly a Dickens novel, you shouldn't have to constantly repeat everything verbally because people can't be bothered reading it. Obviously, there would be the exception for illiterate clients.

 

 

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By ShirleyM
24th Jun 2014 12:56

It must be our turn for the timewasters

We had a telephone call yesterday asking if we give free initial meetings. My employee agreed, but she always qualifies the call before arranging a meeting. It seems the caller didn't want an accountant as she does it all herself, but she needs somebody to explain how to prepare payroll and expected the free meeting would cover it.

My employee advised her to use the free HMRC training for employers.

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By User deleted
24th Jun 2014 12:59

Me, me, and me again

Duncan's right - there is a real 'me' culture going on. Everybody (mass generalisation alert) wants their needs fulfilling, immediately, for free and to hell with anyone else. 

If your service guide is one page then they've no excuse. It's not their lack of understanding, it's their selfishness and expecting you to feel obliged to bend over backwards just for them. 

Run, Shirley, Run!

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By The Innkeeper
24th Jun 2014 13:10

@flash et al

The desire for having needs met instantly stem from e mail where everyone expects an e mail to be dealt with instantly (or quicker!). There was an article in Times 2 a few months ago entitled 'The Tyranny of E mail' - it said all that had to be said about this. BTW is this a generational thing?

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By JCresswellTax
24th Jun 2014 14:15

You've got no chance

With some clients.

There's no point in worrying about it or trying to solve it for these type of clients.

You focus on the majority that you can deal with efficiently and just accept these ones come along now and again...

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By andy.partridge
24th Jun 2014 17:21

My heart sinks when . . .

A new prospect tells me they have managed to do all their own limited company accounts (without experience or aptitude), they will file them themselves and just need half an hour of my time to advise them on a couple of entries in the CT600.

Sometimes I politely decline. Occasionally I rudely decline.

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By brianscholar
24th Jun 2014 17:44

And of course

Youngsters are used to getting things free or cheap, free music downloads, books, info on the net etc.so it's a bit of a culture/age thing.

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By TaxAngel
24th Jun 2014 18:32

Just say no

There is only one thing to do with clients and prospects like this and that, unfortunately (assuming that they have no other redeeming features) is to decline/cease the engagement.  Not always easy and best to do carefully (so they don't bad mouth you to others). Have some sensible phrases ready like 'you're not in the sector I want to concentrate on', 'I think your business would be better served by someone much cheaper/ bigger/ more experience in this sector than us ''.  Remember that the clients that start this way are probably not going to get any better and will take your time from more appreciative paying clients. You're running a business and clients need to understand that.

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