Practical Strategies To Manage Client Expectations

1: Set Clear Deliverables

Being clear from the beginning can avoid troubles arising later down the track. Outlining exactly what will be delivered and when will set the right expectations for all parties involved.

Don’t just talk about it! Document all deliverables in a written agreement. This will help to clarify the scope of the work being completed and avoid unnecessary misunderstandings. Then, once you have that document in place, make sure you stick to it!

Scope creep can cause confusion about what your clients should expect from you. If you find there is other work to be done, discuss that and add it to your agreement if required.

Do this now: Draft a deliverables agreement for one of your key clients. You can then use this agreement template for any new clients you onboard and gradually work on creating an agreement for each of your current clients.

2: Clarify Responsibilities

A successful client relationship needs two active parties. To avoid confusion and ensure productivity, clarifying who is responsible for what will make things run much smoother. This is something that should be done right from the beginning when you set the deliverables and expectations.

For example, you might complete all the transaction entries and reconciliation of accounts, but your client would need to provide all the receipts and bank statements to make that happen. By having an accountability framework in place, you avoid missed steps and miscommunication.

Do this now: Start making a list of everything you need from your clients to manage their books and deliver on their expectations, then turn that into a checklist. This will formalise what you need. Discussing this list and implementing it should become part of your standard onboarding process.

3: Co-Create A Schedule

After clarifying the various responsibilities with your clients, it will highlight the information you need from them. You’ll then need to correlate that info with the necessary financial deadlines occurring throughout the year.

The best way to ensure everyone has what they need, when they need it, is to co-create a shared schedule. When you have a collaborative timeline for your key tasks, it ensures you and your clients are aligned on the deliverables.

If anything changes or occurs outside the shared schedule, open communication is important so that no one is left waiting and timelines can be modified if needed.

Do this now: Create a shared calendar template to use with your clients. Add the milestones you need to hit and work backwards to identify when you need certain documentation and information from your clients.

4: Manage Deadlines Proactively

As a bookkeeper, meeting deadlines is a way of life! But, you need to be realistic about what you can achieve each day, especially if you are waiting on information from other parties.

Set realistic timelines that you know you can meet. To be safe, also factor in time buffers. This will give you extra days to complete what needs to be done in case you experience any delays along the way. If everything is smooth sailing, you can always impress your clients by delivering reporting, advice or tax returns ahead of the designated schedule.

Keep the communication up when deadlines are approaching so that everyone is aware of current progress and what needs to be done to meet the specified deadline.

Do this now: Examine your shared calendar template to check that the timelines are realistic, then add in buffer days during crucial times when you know things may be busier than usual.

5: Regular Reporting

You know the power of a good report. So, why not get that power on your side by regularly reporting your progress and findings to your clients?

Schedule periodic check-ins for transparent communication and to reinforce the trust they have in you. Some of these check-ins can be in person, and some could simply include a report of what’s been going on with their finances recently. Mix up the two delivery methods to nurture your client relationships and to continue delivering ongoing value.

Do this now: Design a concise weekly report that you can send to each of your clients to keep them up to date. Then, consider what kind of a meeting schedule you would like to maintain based on the needs and workload of each client. 

Long-Term Strategies To Nurture Client Relationships

While the 5 steps we mentioned are a great starting point, you can develop a deeper relationship with your clients if you also incorporate these longer-term strategies:

• Onboarding: Developing a consistent onboarding process that covers elements like a service contract, sets expectations, software setup, communication preferences and file sharing will set you up for a successful working relationship from the beginning.
• Technology: Tools like Xero and MYOB have great efficiency capabilities. Use them to your full advantage to add value for your clients. Automated reminders, reconciliation tools and scheduled reporting all help to keep everyone on track.
• Support: Your ongoing support will be invaluable for your clients. Provide them with regular reporting so they are able to observe trends and comparisons in their business. Also, don’t forget to undertake an annual review of expectations and software effectiveness to ensure everything is still meeting the needs of your client’s business.

ICNZB = Easy Expectation Management

Becoming an ICNZB member makes it easier to manage the expectations of your clients. Here’s how:

• Support Network: Access webinars, regional meetups, and online resources that will help you sharpen your soft skills and technical knowledge. Support with setting the right expectations is just a click away!
• Certification: Backed by the professionalism of our organisation and a strong Code of Conduct, our professional standards and ethical frameworks foster trust with your clients.
• Peer Mentoring: Learn from fellow bookkeepers via conversations, sharing templates, resources and onboarding checklists to tackle common client challenges effectively.

Managing client expectations isn’t optional; it is the foundation for creating trust, effective workflows, happy clients and a sustainable business.

As an ICNZB member, you’ll have access to tailored resources and local connection meetings which all help with your client management strategies. Visit our Resources section now or find out when your next regional group meets right here on our website.