Are you tired of working with clients that only want you to file their tax returns? Do you feel like you're not able to offer the higher-value services you really want to provide? If you answered yes, you're not alone.
Whether you're struggling to manage your workload or feeling frustrated with clients who don't appreciate the full range of your expertise, this post will provide insights on how setting firm boundaries can transform your accounting firm.
If you're ready to attract better clients, streamline your operations, and take your accounting firm to the next level, read on to learn how to implement effective boundaries in your business.
Why Is It Important To Set Boundaries With Clients?
Boundaries help to establish clear expectations and guidelines for both you and your clients, ensuring that everyone is on the same page about what services will be provided, how they will be provided, and what the limitations are. This can prevent misunderstandings, confusion, and dissatisfaction down the line.
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Avoid Burnout: Overworking and taking on more than you can handle can lead to stress, fatigue, and a lack of motivation. Burnout can have a significant impact on your team’s mental and physical health and ultimately harm your business.
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Show Professionalism: Setting boundaries is a sign of professionalism that clients appreciate even if they would not admit it. Clients want to work with businesses that have clear expectations and communicate effectively. By establishing boundaries, you are conveying a level of respect for your time and expertise, and setting the foundation for a healthy and productive relationship.
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Improved Productivity: Boundaries allow you to manage your workload effectively. When you know your limits and can handle your time, you're more likely to accomplish your tasks efficiently and deliver high-quality work.
Best Practices For Setting Boundaries With Clients:
Establish Clear Expectations
When you communicate your expectations upfront, you can avoid misunderstandings, manage client unexpected requests, and ensure that everyone is on the same page. There are at least three basic expectations you absolutely have to set from the get-go:
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Working hours: If your office works from 9 am to 5 pm, communicate that on the first meeting and let them know that you won't be available outside of those hours. If you need to take time off for personal reasons, make sure to inform your clients ahead of time.
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Response time: Communicate how quickly you typically respond to client inquiries and what your preferred methods of communication are (email, phone, etc.).
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Availability: Make it clear when you're available to take on new projects or work with new clients. This will help manage client expectations and prevent them from assuming that you're available for additional work when you're not.
These are the basics, but you can also set limitations on deliverables, authorized spokespersons, and payment dates.
Be Consistent
Consistently enforcing the boundaries you set is crucial to maintain professionalism and avoiding client confusion. If you make exceptions to your own rules, clients may become confused and expect you to bend your limits regularly. Be firm but respectful when communicating your boundaries and ensure that your clients understand your expectations.
If after working with a client for a while you feel comfortable making an exception for a special request, make sure to properly communicate it’s a one-time thing and establish a clear framework and due date.
Communicate Respectfully
Avoid using accusatory or confrontational language, and instead, explain your boundaries in a clear and respectful way. Remember that setting boundaries is about managing expectations and establishing a healthy relationship with your clients, not confronting them.
One effective way to set boundaries with clients is to communicate them in writing. By putting your boundaries on paper, you have the opportunity to carefully consider your words and tone, and your client can take the time to review and understand your expectations. This can help ensure that both you and your client are on the same page and can prevent misunderstandings down the line.
Offer Alternatives
If you can't accommodate your client's request, offer alternatives that align with your boundaries. For example, if a client wants to schedule a meeting outside of your working hours, suggest a different time that works for both parties. By offering alternatives, you can show your clients that you're flexible while maintaining your boundaries.
The Secret Of Saying No: Managing Client Expectations
The key to confidently saying "no" without jeopardizing your relationship with a client is to proactively manage their expectations from the very beginning. It's not just about you and your boundaries - your clients also have their own expectations about how you will act and what you will deliver.
Be Honest
Honesty is key when managing client expectations. If you can't deliver on a particular request, be upfront with your clients. Explain the reasons why you can't accommodate the request and offer alternative solutions. Being honest with your clients helps build trust and ensures that they have realistic expectations of your capabilities.
Prioritize
When you receive multiple requests from different clients, prioritize them based on their level of urgency or importance. Set clear deadlines for each task and communicate those deadlines to your clients. Prioritizing tasks ensures that you can manage your workload effectively and deliver high-quality work on time.
Manage Scope Creep
Scope creep is when a project's requirements or deliverables expand beyond what was initially agreed upon, leading to additional work and time investment. To manage scope creep, establish clear project goals, deliverables, and timelines with your clients. If a client requests additional work beyond the scope of the project, communicate the impact on the project's timeline and budget. By managing scope creep, you can avoid overworking and ensure that you're delivering the agreed-upon work within the allotted time and budget.
By mastering the art of managing client expectations, you can create a sustainable, fulfilling practice that allows you to focus on delivering high-quality services to your clients and achieving your business goals.
Aim for Long-lasting Quality Clients
Setting boundaries with clients can be challenging, but it's crucial for maintaining a healthy relationship with your clients and running a successful business. By following best practices and managing client expectations, you can establish clear boundaries while maintaining professionalism and flexibility. Remember, setting boundaries is not about losing business but about building long-term relationships based on mutual respect and understanding.
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.
