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Client complaints

17th Apr 2013
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Glad to see I'm getting better, a client contacted the partner to say a letter I had sent to them had been full of spelling and grammar mistakes and the enclosure was full of mistakes.  My first reaction was to say 'No it wasn't' which is a huge step up from what would have been my initial reaction a year ago, namely 'Oh they must be right'.

On closer inspection the letter is next to perfect, the 'poor grammar' is splitting hairs and both my way and the client's are legitimate choices.  No spelling mistakes are present, and the error in the enclosure was based on information the client provided!  To top it all off I was able to call the client and explain, calmly, that I disagreed with them and that they had made errors in the past causing our error in the present.  I managed to stop before I got to 'So nya nya nya nya nya'.

Next hurdle to overcome - trying to adopt the same approach when the partner 'hair driers' me (as in, shouts at me, usually about things I have absolutely no way of being able to defend myself against at that moment, such as something he has found on a file from a year ago).  I also need to learn to cope with my office-mate and his incredibly annoying ways (an aspect I have no doubt many people, I'm thinking Flash in particular, can relate to).

But small steps, so long as I keep moving forward.

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By User deleted
17th Apr 2013 11:55

I'm impressed!

I'd not have managed the phone call without stumbling over my words and sounding like a complete numpty whilest not managing to get my point across (thank god I never had to phone Ming the Merciless or we'd have been doomed!) So I'm seriously impressed.

The partner sounds like a bit of a bully to be honest. I'm never impressed with people who feel the need to shout others down and not let them speak. You'll get there though if you can manage to keep that calm approach working. Meanwhile as he rants at you just let it flow over you while you pity him for being such a sad inadequate who can't treat others as equals :)

Re your office-mate - have you tried writing down all the irritating things? (Not to leave lying about for him to find!) When my neighbour was really driving me mad with little things I wrote them all down with the intention of trying to think up solutions - it actually made me realise that they were small things that weren't as bad as I thought. It was only because I let them build up in my head and swirl around. Admittedly the fact that she's now moving (yee-hah!) makes it easier but I'm not getting irate anymore. It may be that you need to talk to your source of irritation but equally there may be changes you can make to cope... Tell us some of the annoying ways and we may have ideas?

I'm now in a stomach-churning mental place because a client has emailed me to say that the email I sent about her accounts is complicated and can we have a chat on the phone. I don't do phone calls and my practice is based around email (and post) - and that's made clear to clients before they sign up. I'm sure at this point a lot of people are rolling their eyes and wondering what the big deal a phone call is but trust me it is to me. I don't want to ring her - it feels like giving in, it's my practice and if I can't dictate how it operates it's a bit poor, and by the time I've wobbled through a call she'll be even more confused than she is now as well as thinking that I should be committed! So I'm thinking of emailing her back and explaining that I don't do phone calls because I'm seriously introverted and make no sense on the phone and asking which bit is confusing so I can try and explain it better. Not sure if that's a good idea or not? My best mate who I would ask for advice is having a serious mental health crisis so I'm a bit stuck. Even a superhero needs a hug sometimes! Wish me luck, I may have one less client by the end of the day...... 

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Replying to Mr Trellis of N Wales:
By thomas.peterson
17th Apr 2013 12:32

I sympathise

Flash Gordon wrote:

I'm now in a stomach-churning mental place because a client has emailed me to say that the email I sent about her accounts is complicated and can we have a chat on the phone. I don't do phone calls and my practice is based around email (and post) - and that's made clear to clients before they sign up. I'm sure at this point a lot of people are rolling their eyes and wondering what the big deal a phone call is but trust me it is to me. I don't want to ring her - it feels like giving in, it's my practice and if I can't dictate how it operates it's a bit poor, and by the time I've wobbled through a call she'll be even more confused than she is now as well as thinking that I should be committed! So I'm thinking of emailing her back and explaining that I don't do phone calls because I'm seriously introverted and make no sense on the phone and asking which bit is confusing so I can try and explain it better. Not sure if that's a good idea or not? My best mate who I would ask for advice is having a serious mental health crisis so I'm a bit stuck. Even a superhero needs a hug sometimes! Wish me luck, I may have one less client by the end of the day...... 

That makes perfect sense to me, the main reason I'm adverse to setting up on my own one day is that I know I would lose clients through an inability to communicate and an overeagerness to take blame for things.  I tend to do 95% of my correspondance by email or letter, and if the client has queries I will do my best to make sure my reply is in the same format (if they don't get it in writing I can't imagine I can explain it better by telephone, other than rewording my email or elaborating on points).

I have a 'client' of my own (a family friend) who will be ringing me any day to do his ITR.  I'm terrified as I just know at some point he will be told by a friend (he's a sparky and you know what they're like in groups) down the pub that I'm doing it wrong (I'm being admittedly very cautious in certain areas, but we're talking small amounts here so I'm costing him a little tax no doubt by putting private use a little higher than a more confident person would).  I doubt I can defend myself to him.

We should have an introverts annonymous meeting, except of course everyone would be too shy to turn up :)

Oh, and I've just remembered I need to call a farmer to say I want to camp on his land (he has it listed as a campsite I should add!), despite the conversation likely being 'I want to stay on your land for 2 nights, is that ok?  Yes, no problem, see you then' I am imagining all the ways it will go wrong (he'll laugh at me for booking in advance, he'll fleece me somehow, he'll herd cows over my tent in the night). 

 

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By User deleted
17th Apr 2013 13:44

Thank you

I've emailed the client, explained myself with humour, and she's replied that she'll work out what she's not sure about and we can go from there. So in theory it might be okay. But I'm torn between option a, it will be fine, option b, she'll get this year end signed off and then sack me but the world won't end, option c, as for b but I'll feel like crap, and option d, I don't have a crystal ball or the ability to see into the future or read other peoples' minds and so I should stick with the moment. The emotions from C seem fairly powerful. I feel the need to comfort eat!

I was going to say that maybe you should consider giving up the sparky but then that sounded a bit defeatist. So maybe try explaining as much as possible that he might question in a letter - head him off before he can question you? I bet you can defend yourself, you just don't think you can (wish I could take my own advice). You've already proved that you can!

Overeagerness to take the blame for things? Yep, I tick that box too! We could discuss that at the meeting - provided I can get a broadband signal, otherwise I'll not be able to email :)

On your farmer - if you don't book too far in advance he can't laugh as you're just being polite by checking it's okay, you can't be fleeced if you're happy with the amount you're being charged and to avoid cows in your sleeping bag I recommend taking a dog (who will be in the sleeping bag instead I admit but who will warn you of a leaf falling off a tree three fields away so imminent cow visitation will not be allowed!)

Why is life so difficult sometimes?!

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Replying to Kent accountant:
By thomas.peterson
17th Apr 2013 14:42

Thanks

Flash Gordon wrote:

On your farmer - if you don't book too far in advance he can't laugh as you're just being polite by checking it's okay, you can't be fleeced if you're happy with the amount you're being charged and to avoid cows in your sleeping bag I recommend taking a dog (who will be in the sleeping bag instead I admit but who will warn you of a leaf falling off a tree three fields away so imminent cow visitation will not be allowed!)

I had to update and say: I ended up leaving a message for the farmer and he just called back and left me a message.  He sounds like to most adorable man in the world ever, like a kindly grandfather.  The huge pause before he said the day, the date, the month and the time (as if such matters as what day it is are usually of no concern to him and he was working them all out from sightings of the sun and the height of his crops) have made my day.  I may make him talking my new ringtone!

I will find a dog to guard my tent, it can keep me company as I hike the next day.

As to my sparky, he isn't doubting me yet, but I too practise mind reading and predicting the future (my therapist used to nag me about it, saying I acted like I was one of the X-Men what with me always knowing what people were thinking and how they would act in a years time.  She even gave me lines once along the lines of 'I am not a mind reader' :) )

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By User deleted
17th Apr 2013 16:14

:)

Loved the sightings of the sun & height of crops comment!

You'd better invest in a super-hero outfit too with your predictive powers. I always regretted not investing in a nice cape!

May try lines myself. And it's 4.13pm and I've not started today's main job yet. It's officially one of THOSE weeks...

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By WhichTyler
18th Apr 2013 13:11

Any use?

Maybe easier said than done, but have a look here:  http://zenhabits.net/zen-work/

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By User deleted
18th Apr 2013 13:24

@ Which

That's very true - I've saved the page to my desktop so I'll remember to keep focussing :)

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By ShirleyM
20th Apr 2013 09:50

Blame

We often think the 'experts' are always right. I came across this news item and thought it would encourage us all to challenge the experts if we cannot see the logic of their conclusions.

http://www.bbc.co.uk/news/magazine-22223190

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