How to Improve Client Communication in Accounting Firms

It is a common misconception that accountants are introverted individuals who prefer working in isolation. While it might be true they have less training in showing off their own work, the truth is that accountants and finance professionals must communicate effectively with a range of stakeholders, both internal and external. Making the difficult sound easy and accessible.

By improving communication processes and making a concerted effort to enhance communication skills among their team, accounting firms have the potential to stand out, impress clients and strengthen relationships.

In this blog post, we will discuss the importance of communication in accounting firms and provide practical tips for improving your team's communication skills, enabling you to build stronger client relationships and achieve business growth.

Why Is Communication Important For Accounting Firms?

Accounting professionals must convey complex financial information to clients in a clear and concise manner, as they are responsible for providing financial advice that can significantly impact their clients' business decisions. In addition, clients trust accountants with sensitive financial information and expose their business decisions, good and bad. Imagine the negative impact a bad decision taken based on a misunderstanding can make on a business.

Without effective communication, clients may misunderstand important financial information, leading to potentially detrimental consequences for their businesses. Clear and effective communication builds trust with clients and ensures that they understand the financial information presented to them.

How To Improve Communication Skills Among Your Team?

As an accounting firm, you can take several steps to improve your team's communication skills:

• Make everyone a brand ambassador: Make sure they understand the importance of clear communication in their everyday work. Include your efforts for boosting teams' communications skills as part of your strategic brand plans and communicate it to them clearly and regularly. You can’t expect them to improve their communication if you can get your own in order.
• Invest in training: Nobody comes to this world being an expression expert. Only training makes the master. Our advice? Pitching skills are a must. Also, active listening, body language, and negotiation are right on top.
• Make feedback a policy: Encourage feedback from clients and colleagues to understand where your team's strengths and weaknesses lie. Make sure to create specific channels and processes to receive this feedback so you avoid gossiping and stressing your team unnecessarily.
• Use technology: Use technology to streamline communication and ensure that everyone has access to essential information. This can include tools like project management software, video conferencing, and instant messaging.

4 Things You Can Implement Today And Will Go A Long Way

Call clients regularly

While it may not always be possible, calling individual clients, even if it is after hours, can be a powerful communication tool. It shows that you are willing to go above and beyond for your clients and can help build stronger relationships. Calling clients can also provide an opportunity for more in-depth conversations that may not be possible during regular business hours.

Prepare your clients for good and bad news

Clients don't like surprises, especially when it comes to their finances. As an accounting firm, it's essential to keep clients informed about any unexpected developments that may affect their financial situation, especially if they are bad. By communicating fast and not waiting for the client to reach out, your firm builds trust and maintains open lines of communication. For example, if a client's tax liability suddenly increases, it's important to let them know as soon as possible so that they can plan accordingly.

Don’t leave a meeting with answered questions

Learning how to make the right questions is a powerful professional skill that is learned over time. But when you get there, questions are the best way to clients' insights on their business's complete financial situation. It’s not only about demonstrating you are actually interested but that you are willing to adjust your service to their particular needs.

Make a particular plan for your priority clients

Every business has its priority client list. They can be big clients, old ones, powerful ones, or new small businesses that can boost your company to the future. Whatever you choose, make a specific plan to communicate with this client that includes:

• Calling them after hours.
• Pay a visit to their offices.
• Add financial advice to your reports.
• Give check-ins even when it’s not expected.
• Use visual aids.

Mastering Communication: The Key to Success in Accounting Firms

In the end, effective communication is not just about conveying information, but also about building trust and relationships. As an accounting firm, it's essential to understand that clients are entrusting you with their financial information and decisions. Therefore, clear and effective communication is crucial to ensuring that clients make informed decisions and are confident in their financial situation.

It's also important to remember that communication is a two-way street. Listening actively to clients and colleagues is just as crucial as articulating complex financial information. Paying attention to nonverbal cues, such as body language and tone of voice, can help you gauge whether the other party is truly engaged and understanding your message.

In conclusion, accounting firms that prioritize effective communication skills will not only be more successful in serving their clients but also in building long-lasting relationships with them. By investing in communication training and fostering a culture of open and active communication, accounting firms can set themselves apart and thrive in today's competitive business world.

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Kevin Mitchell, CPA

Senior Manager and CPA with over 20 years of experience in accounting and financial services, specializing in risk management and regulatory compliance. Skilled in managing audits and leading teams to deliver exceptional services. Proud father of two.

🔗 Kevin Mitchell | LinkedIn

References:

K. (2022, March 22). 5 client communication tips for accountants. Tax & Accounting Blog Posts by Thomson Reuters. https://tax.thomsonreuters.com/blog/5-client-communication-tips-for-accountants/

How to communicate with purpose. (2023, February 3). Journal of Accountancy. https://www.journalofaccountancy.com/news/2023/feb/how-communicate-purpose.html

F. (n.d.). 5 ways accounting firms can improve communication with their clients during the busy season and beyond. Front. https://front.com/blog/5-ways-accounting-firms-can-improve-communication-with-their-clients-during-the-busy-season-and-beyond