By Laurie L. O’Neil

Let’s face it everyone has had that difficult client that they stumbled upon. You know the one I am talking about, the one that makes you cringe when you see the number come up on the caller ID unit. So how do you recognize that vampire-like, energy-sucking client at first sight?

1. Watch for the warning signs. In that initial interview process you may recognize traits you do not like. It could be a behavioral issue, they may be needy, demanding, or just have unrealistic expectations. I recently was out on a sales call with a potential bookkeeping client. He was looking for someone to come on site weekly. He started to dictate to me how he was going to oversee and review everything we did and then told me how to write the proposal to him. In a very nice way, I told him really what he is looking for was an employee. He was not the type of client I was looking for.

2. Watch out for the drama! Let’s face it, all of our clients have drama but the ones who have constant drama are the hardest clients. Learn how to stay out of the drama. I recently terminated a client relationship because of all of the drama. He was an auto repair shop that had two employees embezzle from him. On top of that he had two previous bookkeepers that did not do him justice either; I knew about one of the bookkeepers but did not realize he had gone through two. One of them represented herself as a forensic bookkeeper – there is no such thing! He was being audited by the state as well. We cleaned up the books for his audit, but he just could not get past all the previous stuff that had happened to him to focus on moving forward. I did not want to be part of his drama.

3. Your client’s emergency is not your emergency. These clients can put you into chaos. I received a call the other day from a mechanical engineering company that was looking to get their books cleaned up in a day and wanted me to come in the next day to do it. One of my staff members took the call and nicely told him I book a week out and asked if he wanted to meet me then. It’s your choice whether or not you want to stay in chaos. People will only do what you allow them to do to you.

4. Set boundaries for your clients. When I take on a new client, I immediately set an expectation of when the client will send us the information or when we will be onsite to do the bookkeeping. If the client can not follow these simple rules, fire the client. These clients will run you ragged, with you constantly trying to chase down their information.

As you grow your practice, it is not necessarily the quantity of clients that you are looking for but the quality of clients. The next time you are out on a sales call, stop to really listen to that client and think is this really a client I want to have and do not be afraid to say “NO”.

“I have total freedom in my business.  The only thing I would change is the speed at which I gain new clients.  I LOVE my business!”
Dawn B

Hi Dawn,
WhooHooo!  Thanks for sharing how much you love your business. 

It is important to remember that even though running your own business can be challenging there are also those moments when all of the pieces of the puzzle fall into place and it’s smooth sailing.

If you are interested in learning more about creating freedom in your bookkeeping business, be sue to join us on July 29th for our free teleseminar, Creating Freedom In Your Bookkeeping Practice.

For more details and how to sign-up, go here.

May 30, 2008

Showing your client that you care is one of the most important things you can do to keep your clients happy and ensure longevity in your working relationship. Being a freelance bookkeeper we are privy to private, personal information very quickly, often times during the very first meeting with a client.

In our society, most people make decisions based upon emotion. When I began looking for my first home, I interviewed several real estate agents to determine if we were the right fit for one another. Out of all the agents that I interviewed only one sent me a personal note, thanking me for my time and considering them to represent me. To this day receiving that note sticks out in my mind. Why? Because it demonstrated that this real estate agent was interested in working with me and obtaining my business. She got my business.

Business owners feel the same way about their businesses and when they hire a bookkeeper, they are revealing personal information and trusting that bookkeeper. When someone is so deeply and emotionally invested, it is normal that they expect everyone to feel and act in accordance with the way they are feeling. They want to work with people who demonstrate care, respect and expertise in their field.

Being a freelance bookkeeper your clients know on some level that you are working with other businesses and that is okay with them as long as they feel important, cared for and are one of your priorities.  Here are a few things you can do to ensure they feel this way.

• Planning. The first thing I and my staff do when we obtain a new client is to create a calendar with all of the important dates that will affect this account. For example, pay dates, when monthly reports are due, estimated tax payments etc. This will provides me and my staff with a visual and keep key due dates associated with this client fresh in our minds. We refer to the calendar each time we perform processing for this account.

• Systemization. The next thing we do is work with the client to create a standard process that each of us will follow as it relates to their account. For example, we go over with them in detail what materials we will need to perform the services they have hired us for and when those materials are needed. Over the first couple of weeks working with the new account, we will check in with them periodically to see if they have any questions and how they are doing with the process.

• Build Trust. Say what you do. Do what you say. It’s that simple to develop the trust of your client. If you say you are going to do something and cannot meet the original deadline, call your client and let them know. Don’t assume they are too busy to notice.
Communication. Be in frequent communication with your client and let them know what is going on. I do not mean call or email them with every minute detail. I do mean, leave a courtesy message or send an email checking in with them and a broad overview of how things are going at your end. Being in frequent communication with your client not only lets your client know that their bookkeeping is being handled it keeps the door open for when you need to make an adjustment in their overall process.

• Acknowledgement. Being a freelance bookkeeper we have a front row seat to what is happening with our client. Be sure to acknowledge important accomplishments and achievements – both personal and professional. It demonstrates that not only are you paying attention, you care and wish to share in their triumphs.

Showing you care about your clients takes only a few minutes and the return on your investment is priceless. Make it a point this week to call at least two of your clients and let them know you care.