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My golden rules for approaching client work

19th Dec 2013
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In my previous blogs, I discussed the processes of starting-up in practice and the importance of recruiting the right people. But there is no business without one very important element: the clients. 

Winning clients in the early days involves a lot of knocking on doors and phoning contacts and as the word begins to spread the phones start to ring.

Throughout my whole career I have always tried to manage clients’ expectations. I've found that it is better to under-promise and over-deliver than find yourself promising so much that it’s impossible to deliver.

To help with this point, clear communication with the clients is key.

In many cases, your clients are in turn trying to manage their own clients expectations.

Tax by its very nature is complicated so our team needs to be able to deliver practical solutions to complex problems and these solutions need to be explained in plain, easy-to-understand English.

As the business has grown, our team of experts has expanded too - enabling us to advise on a wide range of taxes.

Fortunately we get a lot of repeat business as well as winning new clients but this is not simply down to luck. Our team work very hard in promoting the Gabelle brand and delivering quality advice to clients. 

In approaching client work, our golden rules are:

  • Engage properly with the client so it is clear when the advice starts
  • Scope out the work that is to be done
  • Agree a fee or if that’s not possible agreed how the fees will be calculated
  • Progress the job as quickly as possible and give the client regular updates
  • If you hit a problem – flag it as soon as possible
  • Deliver when you say you will
  • Follow up to ensure that the client understands the advice 

What are your golden rules for approaching client work?

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By ShirleyM
19th Dec 2013 13:46

It's fairly simple

I've found that it is better to under-promise and over-deliver than find yourself promising so much that it’s impossible to deliver.

I never make false promises, as they lead to client dissatisfaction & concerns about trust and reliability. If you promise to have a job done in 1 week, and it takes two, then they are unhappy, even though they have had good service. If you promise to complete within 4 weeks, and complete it in two, they are highly delighted. 

I am always amazed at the number of accountants with the generic websites promising unlimited meetings, and then complain when a client takes them up on it, or rack up their fees to include extra time! I consider it to be dishonest marketing to promise a service standard that they really don't want to give the client.

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By I'msorryIhaven'taclue
26th Dec 2013 21:27

Treadwire

The only golde rule... gosh, that sound presumptious - I'll try agian: my only golden rule is to keep it simple; and to explain it simply.

Paula, remember back to primary school when you were twice as clever as the pack? Well now you have to explain complex matters to people who aren't quite so bright as you - so make it simple as pie. Use analogies, whiteboards, whatever it takes.... though just to make it more interesting, you mustn't over-egg it (otherwise your client will think you a condescending prig). Walk the treadwire!

Shirley, I so agree with you - I have no idea why greenhorn accountants still offer free unlimited access. You only need one or two friendless soles to take you up on that, and before you know it you're like the Samaritans! Such uptakers are inevitably clients who need a life coach - or, better still, some mates! An accountant who doesn't know enough to charge something for his/her services doesn't know enough to help those people's busineses!

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