Dear Nick: I can't believe what a now ex-client has just said to me
Some clients will never be happy with your service. That’s why ‘agony uncle’ Nick Elston says accountants should set the terms of the relationship, not the clients.
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Excellent advice Nick.
I wouldn't have let it go on that long to start with, even with being paid monthly by standing order:-)
I'm a firm believer in establishing the ground rules early on then we all know where we stand.
They have attacked your professionalism and you are rightly annoyed. However, if you feel you have acted professionally then you just need to move on. Easier said than done. File all their stuff somewhere you can't see it. Put their emails in a sub-directory so its not in your face etc etc. And stop yourself thinking about them when your mind wanders back there. (But do learn whatever lessons were in that for you - it's often from the bad stuff that we learn the best lessons and it's only experience that can build competence).
The 'people' side of work is a strange. I ran a company of almost 400 people. It was an exceptionally good company because 99% of the people were rather good at their jobs. So why is that one of my abiding memories is of the tiny handful who were tw4tty? It is the same with mistakes. I don't make many but I do make some and it is these that I tend to dwell on while never acknowledge any of the good stuff. People are odd. Ourselves in particular! I bet everyone who has read this has plenty empathy for you.
You just need to file that client in the proper category in your head and have a stern word with yourself that IT IS NOT YOUR FAULT AND IT IS IN THE PAST.
Using software to chase clients automatically would have escalated the problem sooner, and provided a concrete audit trail of reminders which would have removed any doubts about who was at fault. Logical Office provides a standard bookkeeping workflow for this, as well as annual accounts, payrolls, conf stats, P11Ds etc. Systematically processing deadlines can avoid lost customers and spread workloads sensibly. Better than losing clients/stressing out about deadlines.
Rod Voyce MD Logical Office Ltd
Well I have recently been called 'shameful' for billing a client for work we had done to date. Incidentally not the first time this client has abused us.
Comment ranged from, 'why are you charging us for your bookkeeping software when you get it free anyway' (we provided them with Xero)
'I am paying you monthly but what do you do for me only takes 5 minutes a month' Of course not true
Emailed me at 12.49
3 calls to my office
Then subsequently emailed me at 15.01 saying
'I have heard nothing for you or your staff so I presume you don't want to help me anymore'
(this was to answer a bookkeeping issue the client was supposed to be doing themselves).
FORGIVE? For what? the ex-client is a m****t
Nothing to forgive just push back and don't let them get away with it. They moved luckily.
Any time I have a new client who cites their last bookkeeper/accountant's flaws as the reason behind the relationship breakdown I get suspicious. Don't get me wrong, sometimes this has been the case but more often than not I discover quite quickly the real reason is they expect everyone else to run after them.
These ex-clients will most likely take their issues and dump them at someone else's door. I'm saying that whilst looking at a pile of stuff on my tray that has been lying for months, VAT penalties and late RTI submissions and I've long given up sending reminders. This client came to me because his last representative was 'crap', apparently. Me thinks I'll be getting the same treatment soon but I would far rather spend my time with people who will take some actual responsibility for running their business properly. Some clients aren't worth having, you don't need people that in your life.
I recently disengaged with (sacked) a client for much the same reason - bookkeeping errors, credit card accounts not posted, delays and cancelled meetings- who signed the disengagement letter and then accused me of being unprofessional (although we bust a gut to finish the accounts on time that they were then 'too busy' to review).
Yesterday they emailed to ask if we'd take them back.
Some people are just unbelievable.
I recently disengaged with (sacked) a client for much the same reason - bookkeeping errors, credit card accounts not posted, delays and cancelled meetings- who signed the disengagement letter and then accused me of being unprofessional (although we bust a gut to finish the accounts on time that they were then 'too busy' to review).
Yesterday they emailed to ask if we'd take them back.
Some people are just unbelievable.
Good advice Nick. For too many accountants the advisor-client relationship is out of balance. Historically, we've taken on their failings, their problems, their stresses, their responsibilities in the misguided belief that this is 'client service'. Re-balancing this is a must for the modern practice to succeed. Clients need to face up to their own responsibilities (which we can then help with) and recognise that we run businesses (not charities) too. My mantra is the three 'F's...Friendly, Firm, Fair.
I couldn't agree more - I started my practice a month after being eligible for my practising certificate in 1993 and in my time I have sacked so many clients and a number of staff too and never regretted any of it (it really is the only way to keep control) and the payback is that for a number of years now I only have clients I get on fine with (and pay well) and staff that don't annoy me - I'm not really sure it gets any better than that?