What to Do About Clients Like These

Source: CPA Trendlines

Here are descriptions of 10 problem clients and what to do about them:

• The cheap client wants work done for next to nothing and will cause you nothing but headaches. Deal with him by raising rates (just for him). If he leaves, so be it.
• The client who insists on meeting deadlines but doesn’t get information to you on time. Instead of agreeing to a certain date, set the deadline as a number of days after you receive his information.
• The client who thinks his project is simple but creates never-ending additions and complications. Tell him up front that extra work will cost more. If he won’t pay for it, send an invoice for the work done and quit. Give him the partially completed work only after payment.
• The client who is always disappointed, who can never seem to explain what he really wants. Tell him that you provided precisely what he engaged you to do. Don’t expand the engagement unless he can articulate what he wants. You may want to refer him to other accountants if he returns.
• The client whose expectation is at odds with what you provide. Don’t try to be something you’re not. Explain that to the client. Be sure to refer him to someone else.
• The client who changes the engagement but doesn’t want to pay extra. He thinks it doesn’t amount to anything. Tell him, in advance, you’ll bill him for any further extras at your standard rates.
• The client who tells you how to do the job. He may have seen something done by someone else that he thinks is similar. Discontinue the work. Don’t give him any work with your name on it, lest he rework it and cause you harm.
• The slow pay client. Don’t do any more work until his account is current.
• The client who calls you at home. If it’s not an emergency, and you’re not available, offer to call back first thing the next business day. Then do it so he knows you care about him. If he persists, raise your rates. He’ll either leave or you’ll make more money.
• The litigious client. The client threatens to sue over petty matters unless you discount your bill. Withdraw and seek legal advice.

From CPA Trendlines, http://www.telberg.com/telbergblog/, Bay Street Group LLC, Dobbs Ferry, NY, October 18, 2007. For the complete article, click here, then select the article Top 10 Ways to Fire the Client from Hell.