2019, probably one of the most ‘interesting’ years to face accountants in a generation.
Brexit, MTD and the knock-on effect these will have on VAT are all on top of the day job, as well as adhering to the plethora of accounting, tax and audit regulations. So out of all of these things, what’s going to be your biggest challenge?
Answer – client care.
Now, more than ever, your clients will be looking to you for guidance and support. Proactive communication is key. Everyone in your firm has a role to play when it comes to communicating with your clients, but especially partners and fee earning staff.
With so much change happening this year, you need to keep your clients (as well as your staff) up to speed with the likely effects these changes will have on them. Even if you don’t know what the final outcome will be, keeping in touch with your clients to say, “There’s no news at the moment, but rest assured we’ll be in touch as soon as we know anything”, shows that you haven’t forgotten them and gives them peace of mind.
It also helps prevent them moving to your competitors, just because they seemed more proactive in their communications, even though they also don’t know the outcomes.
Proactive communication
So communicate with your clients regularly. Sending personal emails; picking up the phone to ask “how are things?”; keeping your social media, websites and apps up to date; writing newsletter articles; organising seminars and events etc. will give your clients the opportunity to raise questions and debate issues which will help to strengthen their relationship with you.
With the start of MTD just over 2 months away, it’s frightening to hear how many businesses say they don’t know anything about it. Accountants will say they’ve ‘told’ their clients about MTD and are working with those who will be affected from 1 April. But in many cases ‘telling their clients’ has involved a one-off email or letter. Unfortunately, that just isn’t enough. You need to regularly tell your clients of forthcoming changes using different communication channels as outlined in the previous paragraph.
This year, make sure you don’t fall into a complacency trap when it comes to communicating with your clients. Organise regular keep in touch activities throughout the year to reassure them you are on the case.