Don’t let bad clients detract you from doing good things

Richard Brewin • October 26, 2018

We’ve all suffered the frustration of dealing with a large business where you must jump through 101 different hoops to get a particular service or offering. Even as an existing customer, you can be made to feel like a criminal as you wade through the questions and proof required before you get what you want.

In this age of frequent fraud, I think we all understand the need for security but it often goes beyond that as you get a sense of the company seeking to convince themselves that you are not ‘trying it on’.

We come across reluctance from accountants to put attractive new services and offers in place for fear that “some clients might abuse it”. Suggest offering unlimited support within a service package for instance and you will regularly hear this.

It’s important to recognise that the clear majority of your clients are decent, honest, fair people who have neither the time nor the inclination to abuse your great gestures and goodwill. Indeed, they will value them.

By choosing not to make such gestures because of the negative tiny minority, you lose the opportunity to spread that goodwill amongst the great swell of your client base.

Focus on the good people and what is great service for them. By all means, minimise your risk to the abusers with fair usage policies and restricted terms and conditions but let’s not lose the value of the gesture in the small print.

For every 1 client who abuses your goodwill (and almost certainly will eventually leave or be sacked), you have 99 loyal and referral-willing clients who appreciate and value it.

Do the maths, it works in your favour.

Nothing Is Successful Without Enthusiasm: Why It Matters More Than Ever in Accounting

By Richard Brewin • October 30, 2025
In a world where technology, standards, and client expectations are constantly changing, one thing remains timeless: enthusiasm . As accountants, we’re known for precision, professionalism, and integrity — but without enthusiasm, even the most talented team can fall short of its true potential. As the saying goes, “Nothing is successful without enthusiasm.” And in today’s accounting profession, that’s more relevant than ever.  Here’s why enthusiasm is the secret ingredient that fuels success — both individually and collectively.

The Heart of the Profession: Why Empathy Matters More Than Ever for Accountants

By Richard Brewin • October 24, 2025
We live in a world that feels more uncertain by the day. Small business owners are juggling rising costs, changing markets, and constant pressure to do more with less. For many, it’s not just about keeping the business afloat — it’s about holding onto a dream.  And in the middle of all this change, accountants have a quiet but powerful role to play.

Time to coach

By Richard Brewin • October 17, 2025
We’ve always been the steady hand, the voice of reason, the trusted advisor. Coaching simply helps us do that better — with more empathy, clarity, and connection. Explore the new Accountants Coaching Community, launching now in Australia and the UK.