Professional bookkeepers have many strings to their bows. They’re responsible for recording and maintaining the financial transactions of a business; managing payroll, monitoring cash flow, credit control, HMRC compliance, management accounts, budgeting . . . however, something which is often left off the list of important skills for bookkeepers is that of being an effective communicator with clients.
When a client appoints you as a bookkeeper, they’re entrusting you with the most important part of their business. If bookkeeping is inaccurate, inadequate or overdue, it will have a serious impact on day-to-day management and, in the worst-case scenario, could even end up driving the business into administration.
Being able to communicate clearly and effectively with clients is essential. At AMR Bookkeeping we have clients from a wide range of sectors; some will have a thorough knowledge of bookkeeping but simply don’t have the time to do it any longer. Others might come to us with an idea of the basics, having started their own bookkeeping, but find it too complex to continue, and others, maybe those starting their own business, just don’t know where to begin!
Here are some of the important things we have learnt about client communication over the years:
Set up a clear communication strategy
From the outset, it’s important to find out how a client prefers to work, how they want to communicate and what their expectations are. A busy builder may prefer regular emails to calls which catch them in the middle of plastering a ceiling, or a farmer might be out of mobile signal range for parts of the day. Establish early on how often you’ll need to speak, and when is likely to be a good time. This leads on to . . .
Arrange regular catch up sessions
These will vary according to the needs of the client. Some may want a monthly or quarterly catch up, some may prefer more regular sessions during seasonal work peaks, and others may be happy with once or twice a year. It doesn’t matter if this is online, on the phone or in person, as long as that line of communication is kept open. The client also needs to know that in the event of an emergency, they can get hold of you as soon as possible.
Take a genuine interest in the client’s business
Every business, whether large or small, has its unique characteristics and requirements. Take the time to learn about your client’s business – insights into the industry sector are key when drawing up budgets and undertaking financial planning. Fit in as far as you can with a client’s preferred methods of working but be prepared to guide them towards change if these are causing financial issues.
Don’t go overboard on the jargon
Accruals, assets, reconciliation, accounts receivable, bill of lading, ROI – a client may not understand these and be embarrassed to ask. Explain terms if necessary, refrain from using too many acronyms, or provide them with a handy glossary.
Get up to date on technology
As bookkeepers, we know the enormous difference bookkeeping software and other technology can make to keeping a business on the straight and narrow. Sometimes it takes a while to persuade a client of its benefits, so be prepared to take a long-term view. Try to offer expertise in more than one software system, as this gives clients a choice.
Be responsive
A good bookkeeper wants clients to see them as part of their team, dedicated to the success of their business, and being proactive and responsive to their needs is crucial. Listen to their concerns and work out how to allay them, always be ready to help with understanding accounts or other aspects of the service, write relevant and straightforward reports, and give plenty of notice of any forthcoming deadlines or changes.
At AMR Bookkeeping, we aim to treat our clients as we like to be treated ourselves. We enjoy getting to know them, planning for their future success and celebrating their achievements; we believe good communication is a priority. Our lengthy relationships with numerous clients is a testament to this.
If you need help with any aspect of bookkeeping, why not start the communication process and speak to our friendly and helpful team? Contact us on 01892 559480 or check out our website.
