{"id":3637,"date":"2016-09-08T08:00:00","date_gmt":"2016-09-08T13:00:00","guid":{"rendered":"http:\/\/taxprocenter.proconnect.intuit.com\/?p=3637"},"modified":"2017-10-16T14:51:03","modified_gmt":"2017-10-16T19:51:03","slug":"4-ways-to-build-your-client-relationships-have-better-boundaries","status":"publish","type":"post","link":"https:\/\/accountants.intuit.com\/taxprocenter\/client-relationships\/4-ways-to-build-your-client-relationships-have-better-boundaries\/","title":{"rendered":"4 Ways to Build Your Client Relationships: Have Better Boundaries"},"content":{"rendered":"

My approach to building client relationships is a bit different than what customer service gurus may tell you. In fact, if you\u2019re familiar with me, you know that I tend not<\/em> to have large reserves of patience and I\u2019m rather direct: I don\u2019t put up with clients who aren\u2019t a good fit.<\/p>\n

I learned this the hard way, after dealing with way too many jerky clients. You see, my goal is to be happy and help make my team and my clients happy, as well. I\u2019ve found that having boundaries improves the relationships I have with clients, encourages their loyalty and keeps me happy.<\/p>\n

Here are four ways to build great client relationships:<\/p>\n

#1: Date first<\/strong>. Tax and accounting are intimate affairs. For example, you know how your clients spend their money, whether they are profitable, how good there are with using their software and what they pay their employees. That intimacy can cause clients to be uncomfortable, reactionary, demanding and, sometimes, cruel. That\u2019s why I always recommend dating first. You wouldn\u2019t marry someone without dating them first, would you?<\/p>\n

A date is a short engagement of some kind that gives you a sense of the client, their tax situation and whether you want to work with them. Take a look at their tax returns from prior years. You can learn a great deal about a prospect from a tax review. Another dating technique is to institute a \u201ctrial period.\u201d Inform the new client upfront that you will work together for three months. At the end of that time period, you and<\/em> the client will determine whether the relationship works; remember, it\u2019s a two-way street.<\/p>\n

We\u2019ve found clients really respect the \u201cdating\u201d approach, no matter how you institute it, because you and the client strive to build a working relationship during this process.<\/p>\n

#2: Keep it formal.<\/strong>\u00a0In other words, clearly outline the work you will be doing in an Engagement Letter or Statement of Work. Make sure the client reviews and signs the document before you start any work. This protects both parties. Our statement of work is pretty comprehensive \u2013 it shares what we will do and what we won\u2019t do. We have been burned one too many times by clients saying, \u201cbut, I thought you were doing that,\u201d so documenting both is important.<\/p>\n

#3:<\/strong> Train your clients. <\/strong>A powerful Statement of Work goes a long way to training your clients on what you will do and what they need to do, but it doesn’t cover everything. You still need to outline when you will need documents or information to do your job, how you will communicate with them, and how often.<\/p>\n

In my case, I\u2019m horrible at returning calls and I\u2019m not an aural learner, so unless I\u2019m able to take great notes during a call, I\u2019m prone to forget much of what we talked about. I know phone calls are necessary at times, but I know I remember better if I read something. Plus, between my travel schedule and family obligations, I prefer texts or emails. I am upfront with clients about this and let them know that if they don\u2019t want to work this way, we\u2019re not the right firm for them.<\/p>\n

Establishing the processes helps immensely in building strong relationships with clients. When clients know what to expect, there are fewer problems. We\u2019ve had to fire clients who want to hash through each and every matter, who didn\u2019t understand that most situations aren\u2019t emergencies, or who treated my team or myself rudely.<\/p>\n

#4: Provide exceptional service<\/strong>. While I believe in setting strong boundaries with clients, I also believe in giving them the service they deserve. We are extremely responsive, on our terms, which is text and email. We let them know when we see something in their tax and accounting that needs help, and in more than one case, we\u2019ve uncovered fraud. We also work with<\/em> them. For example, we have a landscaping client that we noticed had a few rough months in the winter when work died down. We offered to decrease our fees for the months he didn\u2019t have a lot of revenue coming in and then bump it back up during his busy months. Those little extras go a long way to building customer loyalty and referrals.<\/p>\n

Too often, we\u2019re taught to put others\u2019 needs first, in business and in life. By putting in place boundaries, I have built a practice I love, with a team and clients I love.<\/p>\n

Editor\u2019s note: <\/strong>For more on building relationships with your clients, check out this Intuit\u00ae ProConnect\u2122 Tax Pro Center article, \u201c3 Not-So-Obvious Ways to Manage Client Relationships<\/a>.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

My approach to building client relationships is a bit different than what customer service gurus may tell you. In fact, if you\u2019re familiar with me, you know that I tend not to have large reserves of patience and I\u2019m rather direct: I don\u2019t put up with clients who aren\u2019t a good fit. I learned this<\/p>\n","protected":false},"author":107164775,"featured_media":10588,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rkv_browse_by_id":0,"rkv_cta_id":0,"rkv_optimize_for_pagespeed":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"useModifiedDate":false,"customPublishDate":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false},"categories":[561584],"tags":[],"intuit_collection":[],"intuit_series":[],"coauthors":[509474162],"class_list":["post-3637","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client-relationships"],"header_image":"","yoast_head":"\n4 Ways to Build Your Client Relationships: Have Better Boundaries - Tax Pro Center | Intuit<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/accountants.intuit.com\/taxprocenter\/client-relationships\/4-ways-to-build-your-client-relationships-have-better-boundaries\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"4 Ways to Build Your Client Relationships: Have Better Boundaries - Tax Pro Center | Intuit\" \/>\n<meta property=\"og:description\" content=\"My approach to building client relationships is a bit different than what customer service gurus may tell you. In fact, if you\u2019re familiar with me, you know that I tend not to have large reserves of patience and I\u2019m rather direct: I don\u2019t put up with clients who aren\u2019t a good fit. 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