What to do when they ignore your advice

Richard Brewin • February 18, 2019

Ever had the feeling that you’re talking to yourself in a client meeting?

Here’s a thing. If you’re any good as an accountant and business advisor then pretty much everything you say and do in a professional context has value for your client. Yet, two of the biggest frustrations, and two of the biggest hits on your own profitability, come from clients not responding positively to what you say:

Frustration number 1 comes from clients not doing what you’ve asked them to do. The cost of chasing clients up and sorting out their messy records takes countless hours away from your performance.

Frustration number 2 arises from clients not taking your advice. You have the expertise and resources to address their business issues yet they won’t either pay for or implement the solutions on offer. Clients use lack of cash/time/profit as an excuse despite you offering the route out of their position year after year.

What to do? Do you continue to harm your own profits, waste your time and clog up your diary with reluctant clients or do you act to change their behaviour?

Maybe, in the past, accountancy firms could absorb this sort of inefficient, and, arguably, disrespectful behaviour but in the digitalised, challenging world we all trade in today, you have to be far more effective in your use of resources. More importantly in my book, with the client relationship being so valuable, how can it be right to have clients continually ignore your professional instruction, guidance and knowledge? Quite frankly, what is the point? Most accountants came into the profession because they wanted to create change, they wanted to help people. You can’t help those who refuse help.

Take a look at other professionals such as doctors, dentists and lawyers. Their response to generally non-responsive clients is to end the relationship. It’s a waste of their time, time that could be spent far more effectively elsewhere.

I believe it’s a three stage process:

First, we have to be clear in our advice and instructions, clear with the benefits and the consequences.

Second, we have to be committed in our beliefs. We should be respectful that it’s the client’s business and affairs but, equally, we are the professional, we know what we are talking about (or we shouldn’t be talking about it!).

Finally, we have to be prepared to end the relationship. If the client isn’t taking our advice and isn’t following our instruction then it is a waste of their money and our time. Neither party benefits.

MTD offers us an opportunity and an excuse for getting tough with clients. It can be tough with a smile but it’s time to change the nature of the relationship.

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