Sometime freelance bookkeepers find themselves dealing with a client who isn’t easy to work with. Keeping your cool and remaining professional will often soothe those ruffled feathers.
However, you also need to work with them from a proactive position, not a reactive position. Often that means communicating fully with them on a regular basis, not avoiding them because they cause you stress. Convey detailed information that tells the client that you, as their freelance bookkeeper, care about their business, and that you’re doing specific things to help support the success of their business.
While you don’t want to provide them with every detail of how you do your job as a freelance bookkeeper, here are three areas of communication to pay attention to:
• Routinely make a short, professional phone call to show your interest in them and their business. This isn’t a follow-up on any missing information call, it’s purely a make them feel good call.
• Plan at least three months in advance for all of your client accounts, and discuss what is coming up for your client directly. Anticipating their needs will make them feel that you have their needs covered.
• Once a quarter, send your client a brief one-page overview recapping the events of the previous quarter and HOW you helped them. I cannot even begin to write about the many benefits you will reap from this recap report.
The most important part of communication is listening, so ask for feedback. Practice the art of deep listening. You’ll learn how you can improve your services as a freelance bookkeeper, as well as forge a stronger working relationship with your client.
Don’t forget you also communicate through your actions. If you say you’re going to do something, you need to do it! Nothing creates distrust faster than not delivering and giving excuses.
If you find you’re a freelance bookkeeper who’s working with a lot of clients that are difficult, perhaps it’s because you’re not clear on whom your ideal client is. It might be time to check out my 8-step easy-to-implement process How to Qualify a Prospect & Work With Clients You Love!
