Botkeeper
This shouldn’t really need to be said, but we’ll say it anyway: keeping your clients in the loop and well-informed is crucial for maintaining trust and building long-lasting relationships. That’s it. That’s the whole blog. Okay, maybe not.
The Importance of Better Communication in Accounting
Communication is the backbone of any successful business relationship. No one likes to get left in the dark by a supplier, no matter how much or little money they spend on a service. In accounting, it’s no different. (Who would’ve thought, right?)
Most clients feel out of their depth regarding bookkeeping, and it’s your job to make them feel informed and understood while also taking extra care to be responsive and proactive in addressing their concerns.
But Knowing Isn’t Enough
Despite its importance, many accountants still neglect good communication. Accounting involves complex financial data and technical jargon, which can be complicated and intimidating for your clients to understand. Additionally, you may often deal with multiple clients simultaneously, making it challenging to keep everyone in the loop.
All these factors make it difficult for bookkeepers to avoid running into situations where poor communication happens.
Some Important Aspects of Your Communication to Consider
Finding the right approach to tackling communication challenges varies greatly depending on several factors. The size of the firm you’re in, the number of staff, and the number of clients you manage all affect how you should approach your communication.
Here are some essential things you should consider when looking for ways to improve the effectiveness of your communication:
1. Cadence
How often are you reaching out to your clients? How often are they reaching out to you? What are the main reasons they reach out? The cadence of your communication brings both consistency and familiarity to your interactions. Remember, you’re here to help your clients, so you don’t want to barrage them with constant communication because you read it in a blog somewhere. Pay attention to your communications, learn when they happen, why they happen, and how often they happen, and then tailor your approach accordingly.
2. Channels
This is just as important, if not more, than cadence. Knowing which channels your clients are actively using will create or remove friction from your regular communications. You wouldn’t send a letter in the mail to someone who spends all day in their emails, would you? It’s better to conform to your client’s preferred channels than vice versa. Less friction = good. More friction = reread this section.
3. Content
People read what interests them, helps them, or entertains them. Your company’s 25th-anniversary celebrations or employee-of-the-month announcements will most likely end up in their spam folder or simply marked as read and forgotten. You need to consider what you can share with them that they’ll find valuable. How does your email benefit them? Planning out your content and ensuring it provides the reader with value will help improve their perception of you and increase the effectiveness of your communication.
4. Tone
Thoughts are conveyed differently when we speak in person versus behind a computer. (How are we doing so far, though?) Tone is incredibly important in making the client feel heard, understood, and valued. You must always be empathetic to your client and adjust your tone accordingly. You don’t want to sound neutral or dispassionate if you're giving bad or unfavorable news. If you’re giving good news, you don’t want to sound dull and uninterested. Tone shows people that you care.
And, of Course, There’s Botkeeper’s Activity Hub
Activity Hub is a centralized space within our platform that simplifies communication between you and your clients. Standardizing communications lets you interact better with your clients while ensuring all interactions are on the same page.
What? You thought we wouldn’t shamelessly plug our own communications solution?
We’ve made Activity Hub to simplify and improve your communications in several ways:
Effective communication also includes educating clients about their financial situation and how you can help them. By providing clear and concise explanations of complex financial concepts when necessary, accountants can help clients make informed decisions and feel more confident in their financial future. But remember that clients often won’t be interested in learning too much about your field of expertise. That’s why they’re hiring you.
Make Your Best Practices Better
The essence of a successful accounting practice lies in the art of communication. And good accounting, of course. While each accounting firm has its best practices in place, using a tool like Activity Hub helps you not only streamline communication but also ensure consistency and clarity with every exchange between you and your clients.
Are you communicating with your clients effectively?
