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Have you been ghosted? How to handle unresponsive clients

31st Oct 2022
Brought to you by
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Award winning CRM & practice management software

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Have you found this content useful? Use the button above to save it to your profile.

It’s inevitable, some clients are just harder to reach than others. Sure, we can all miss the odd email here and there, but when clients’ completely stop responding to you (we’re talking tumbleweed territory here) you’ve most likely been ghosted. 

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What’s ghosting? It means a sudden or abrupt end in contact. As an accountant, this can be a tricky situation. Not only do these clients disrupt your workflow and cash flow, but you can’t file their tax returns without their authorisation either. So how can you ward off the ghosts from your practice when they come knocking, blaming you for negligence? 

Tweak your communication 

Believe it or not, there are people out there that just don’t regularly check their emails *gasp*. While a client might have given you their email initially, they could be more reachable via a phone call or text. If they’re ghosting you, it’s always best to check which communication channels they’re comfortable with, so you’re both on the same page. 

In saying that, having an online portal where you can instantly share documents and details with clients can be a game-changer. For example, with AccountancyManager’s client portal, clients can sign forms, store their customer details, create task lists and send invoices, from just one tab on their browser. Having more snappy and instant forms of communication in your practice can help boost your clients’ response rate, while lifting a weight off your shoulders. 

Don’t chase, automate 

It can be such a nuisance writing email after email to clients who just don’t respond (not to mention the sheer amount of time it takes). This is where the magic of automated emails and texts come into play. 

Rather than manually typing out every single email to your clients, you can have a system that does it all for you. Just choose a template, edit it to your hearts content, select how often you’d like the emails to be sent and then *boom* all the work is done. Say goodbye to chasing and hello to automating. 

The best part? You’re still providing the same stellar service to clients, but with a significantly lighter workload. 

Get an audit trail ASAP 

While you might feel confident that you’ve sent an important email, you need physical time-stamped evidence to back you up. Luckily, practice management software can do exactly that.  

Having a cloud-based audit trail is like bubble wrap for your practice. You can track everything (yes, we really mean everything; opened emails, signed documents, you name it) to have as a backup. That way, if you do get ghosted by a client and they return to the scene blaming you for negligence, you can see all of your interactions from just one tab.. Whether it’s a quick screenshot or a signed document, you don’t need to scramble around your computer looking for files – it’s all accessible from one system. 

Say hello to your new staff member, practice management software 

We recommend using a secure cloud-based practice management software with the reputation to back it up (hello AccountancyManager). We provide all the features mentioned above and more, to help keep the ghosts and ghouls at bay. 

Our practice management software was built by accountants, for accountants, saving you hours of time each week. Check out what Mark Francis from Francis Bookkeeping Solutions had to say: 

“The time I’ve saved means I haven’t had to hire a receptionist. We’re talking hours and hours a week.” 

 

Take a peek at our award-winning practice management software in action with a free demo today. 

Book onto a free demo