Does anyone else have this problem? As harsh as it sounds, you wouldn't turn up at your dentists whenever you feel like then stay and talk for an hour? You wouldn't turn up at a Solicitors without an appointment either.
Yet some of our clients will turn up expecting to be seen by the Director for every little question they have and spend ages talking about unimportant things. I was on my lunch today and one in particular came in and started to ask me lots of questions and whether this or that would be more beneficial to the company. As he came completely unprepared himself I had no clue what he was talking about, nor did he really. He always says after half an hour to an hour, oh its ok I'll sort that out next time. I always get little drips of information each time and feel completely baffled inbetween trying to eat my lunch too!
He then managed to speak to the Director by grabbing his attention and spent ages talking to him.
How do you deal with clients like this without sounding too harsh? We end up some days having lots turn up at once and while the Director is speaking to people in the boardroom who genuinely had an appointment, we also have people clogging up reception waiting to speak to him.
This is a really interesting question! We have this problem as a distance learning provider. The expectation of SOME (not all) appears to be that you'll answer queries immediately 24/7 because they're purchasing a course that allows them to study flexibly. In the past I've seen some providers advertise this as a service - literally (24/7)! I think it's very unreasonable and unprofessional. You can set yourself up for a very big fall.
We have learnt to manage expectations and it works very well. We communicate from the outset the level of service we provide. But it's always a challenge as it appears that society is now expecting immediate attention and some companies attempt to jump through hoops to meet demands!
Thanks everyone. I will start to tell them politely in future.
Also, do any of you have clients that give you forms to fill in (and post!) on their behalf and expect you to do this free of charge?
For example, in payroll. If a client receives a letter from the DWP asking for information on an employee, surely this is information they will know themselves such as date of birth, National Insurance number, hourly rate, weekly hours etc etc. Although I have this information in the payroll records, our payroll services state that we process the payroll. Anything extra, such as this, which I would say is admin really, would we charge for this separately?
It seems that all clients running a company with employees have no office/admin/records themselves? Its so frustrating as you then become their admin and HR department.
Its just telling them as politely as possible really what they should expect from us and what we expect from them but it seems only to be one way and thats from us!
Last year I put my fees up, so I am no longer a "cheap accountant". I expected to loose a few clients. Only one said they didn't want to pay my new fees, after transferring everything back to her, 4 months later she came back and said, my fees aren't that highafter all. Now I actually have more clients than before!
But the best bit, is I no longer get asked for "freebies"! I guess it's perceptions. I think my clients thinks the time they pay for has a high value now so use it more wisely!
-- Edited by YLB-HO on Friday 8th of February 2013 07:35:29 PM
Perceptions are a really fascinating subject! I'd love to to learn more about the psychology behind the decision making processes we go through! May be in my next life lol!
I've got to say that I don't really mind clients asking me to fill in the odd form for them. I'm more than happy to do it. I don't want to get to the point I charge for every little thing. For all the time most of these things take, is it really worth it?
I don't have the problem of clients showing up uninvited but some do call me in the evening and at weekends. I'm happy enough to take their calls and guide them any way I can. I'd much rather they see me as approachable than worry the clock starts ticking when I answer. I've seen this happen and all it does is make the client ask their pal down the pub, or believe some website or other then you find months down the line they've been doing something wrong and it's suddenly a lot more difficult to put right.
Great service every time, that's what I strive for.
I've got to say that I don't really mind clients asking me to fill in the odd form for them. I'm more than happy to do it. I don't want to get to the point I charge for every little thing. For all the time most of these things take, is it really worth it?
I don't have the problem of clients showing up uninvited but some do call me in the evening and at weekends. I'm happy enough to take their calls and guide them any way I can. I'd much rather they see me as approachable than worry the clock starts ticking when I answer. I've seen this happen and all it does is make the client ask their pal down the pub, or believe some website or other then you find months down the line they've been doing something wrong and it's suddenly a lot more difficult to put right.
Great service every time, that's what I strive for.
Kris
I understand what you mean. I wouldn't mind if clients popped in for a few minutes just to ask a quick question however one client in particular calls in near enough every day and talks really loudly for about half an hour to an hour about how much his clothes cost, what contracts hes got, how his business is going, the weather in mexico, his last holiday, where he is going on holiday this year. Although I'd like to stop and chat myself, the Director and everyone in the office have lots to do.
Also, I have lots of unanswered questions from this client that are having detrimental effects on his records but he never supplies me with the information when he comes in and if I ask him he answers with 'I think....'.
I sent him an email asking the questions for the third time and put a polite note at the bottom about making an appointment with me to dicuss everything in further detail and to give him time to get everything together and organised for me. He read the email quickly and instead of ringing or emailing back he came in again unannounced and just talked and talked about himself.
I'm panicking about RTI because the closer it gets the more he is unwilling to provide me with what information I need in order to get his records accurate and up to date.
One of the lessons I've learned very recently is to say goodbye to clients like this. Your health is more important, of course not so easy if you're an employee.
I had a client who represented 10% of my monthly fees and 90% of my problems, just parting company now and I feel so much better for it. Its like a weight has been lifted from my shoulders.
One of the lessons I've learned very recently is to say goodbye to clients like this. Your health is more important, of course not so easy if you're an employee.
I had a client who represented 10% of my monthly fees and 90% of my problems, just parting company now and I feel so much better for it. Its like a weight has been lifted from my shoulders.
Kris
And that is such an important lesson to learn Kris. I learnt mine a couple of years ago and it took a long time to get over it.
If any of my clients turn up unannounced then I just speak to them on the doorstep, this way they soon get the hint that I don't want to talk to them for long. No matter how important an issue is for them I feel the least they could do is call to check if I would be able to see them.
My engagement letter specifically mentions the scenario of clients turning up unannounced.
Where I receive emails and even phone calls it all comes as part of the service that the client is paying for.
If they turn up then they are charged on a time based billing basis at the higher accountant rate rounded up to the nearest 15 minutes. I also have a reception area separate to the office (down stairs in the foyer) where they wait until I am ready. If I am already with a client I do not rush the first client just because another is waiting.
I have cultivated an atmosphere of a traditional accountants / solicitors office at my practice and I think that clients appreciate that more than their accountant trying to be their best friend which is not only unprofessional as it affects one's objectivity, it also lends itself to a feeling that they can turn up unannounced at any time as they might in something like (say) the offices of professional designers or a marketing company.
I think that clients need to respect that we are busy professionals and whilst mine know that I am always there for them they also must appreciate that I am not an in house accounts department but rather a service provider independent of their business.
To date no client has ever turned up unannounced twice (and I have not lost any because of my approach).
Shaun.
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Shaun
Responses are not meant as a substitute for professional advice. Answers are intended as outline only the advice of a qualified professional with access to all relevant information should be sought before acting on any response given.
myself, the Director and everyone in the office have lots to do.
