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.

The Art of Saying No Without Losing Clients

By Richard Brewin • December 5, 2025
In the Accountant/client relationship, “yes” often feels like the default. Yes to urgent requests. Yes to timeline shifts. Yes to “just one more thing” added to the scope. We want to say yes to our clients. We want to support them, be helpful and build more work, but every unqualified additional yes becomes an invisible cost; on your time, your margins, and your wellbeing.  Bold accountants think differently. They know that “no” isn’t rejection. It’s honest and professional. It’s a strategic decision that protects quality, strengthens relationships, and reinforces your value.

From compliance filer to trusted coach: The role waiting for accountants willing to start the client conversation

By Richard Brewin • November 28, 2025
Let’s be honest, most business owners have a perception of an accountant that probably falls far short of our ambitions. They want someone who helps them make sense of the chaos, plan for growth, and sleep better at night knowing someone’s got their back, but their accountant doesn’t usually spring to mind as this person. What they dream of is a coach, not an accountant, but, weirdly, they often don’t trust coaches but do trust their accountant. Their accountant can be both, so the client gets the trust and the coaching

AI in Accounting Firms: Key Considerations for Leaders Today

By Richard Brewin • November 17, 2025
Artificial Intelligence isn’t the future of accounting — it’s here now. From automating repetitive tasks to delivering deeper insights, AI is transforming the way we work, serve clients, and lead teams. But for firm leaders, success isn’t just about implementing technology; it’s about doing it strategically, responsibly, and humanely .  Before diving into the ‘how’ and making piecemeal decisions, accounting firm leaders need to consider the ‘why’…and its not as simple as “because everyone else is”.