Client Delays Are Everywhere

In my earlier days while working in a CPA firm, I observed a repeated occurrence that seems to be common in firms across the nation. It has to do with feeling frustrated by client delays in submitting their information. When clients have the data you need to do your work and they are not forthcoming, it’s no wonder your irritation grows—especially when you’re facing hard deadlines.

This recurring situation seems to follow a similar pattern. At the beginning of a season or project, you let clients know what you need, when you need it, and in the form you need it. For the clients who are organized, they usually do a good job delivering because it’s easily done—not a lot of effort. However, other clients may not have it all together and getting the information together is a chore—another task on their to-do list. Unfortunately, the task you need them to complete often gives way to the tasks that they are being paid to do and measured by.

Don’t Blame Clients

When your clients are frustrating to you, it isn’t because they intend to make your life miserable. They know you need their information and try to arrange their priorities based on their commitments to you. However, for some, their intentions just don’t work out well.

While it is easy to blame clients for your frustration, time-compression and overall stress, it would be better to own your frustration by assuming responsibility for what you can control.

A Better Way

Here are things you have control over.

1. Alert them well ahead of their commitment date, reminding them of what they promised at the opening engagement meeting (you did have them, right?).
2. Offer to assist them in compiling what you need, the way you need it.
3. Just before the time expected, communicate that you anticipate receiving their information so you can begin working on their project.
4. Encourage them to let you know when they are falling behind and unable to meet their promises to you. That way, you have options to negotiate the timeline or provide assistance.
5. When they deliver, remember to acknowledge and appreciate their efforts.
6. For those clients who are exceedingly difficult to work with, they need to understand the hardship they place on your staff. The partner or manager should speak to them very clearly of how their delays, inaccuracies and incompleteness affects the whole team.
7. Be proactive in working with them during the year, setting up systems, procedures, check-ins and reviews, so that when they have to produce the information next year, they can do it easily.

Yes, this takes time. You can’t do it with all your clients in one year. Begin with only a few of the clients who cause difficulty and take action with them. Remember, while you can’t eliminate all delays, reducing them will improve everyone’s sanity and wellbeing.