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How to get your clients to go to a team member first (not you!)

by Jan 20, 2020Business Development, Client Management, Delegation, Operations, Time and headspace

As an accounting firm grows, so does the amount of work and number of employees. To grow sustainably, at some point accounting firm owners need to start delegating the tasks to keep the firm running while they concentrate on the tasks that develop the business. When it comes to client communication and fostering relationships, this also needs to be passed down to free up valuable time for business development. Here’s how to get your clients to go to your team members directly, instead of approaching you first.


Are you the business bottleneck in your accounting firm?

Naturally, as you get sales in the door, make connections and foster business relationships, your clients only want to speak to you. When they have a request or when things go wrong, they call you to sort them out.

While this may work for a while, eventually when everything has to go through you, you become the bottleneck that prevents your firm from growing. Not only does this cause stagnation but it also makes business processes incredibly inefficient costing you both time and money.

To free up more of your time to focus on business development, you need to start directing your clients to your team members.

2 ways to get your clients to go straight to the right team member

Stop being the bottleneck

How to stop being the bottleneck can be difficult for accounting firm owners as they often tend to have a very strong desire to please clients themselves by being highly responsive to them. The challenge that they have then is to change their mindset to “my firm can still provide a great client service without me being the one to do it.”

To stop being the bottleneck in your firm, you need to stop trying to manage everything and start delegating authority as well as responsibility to your team members. If you train them effectively and implement clear steps for communication and decision making, you can trust them to provide quality client service while you concentrate on marketing and other areas that will grow the firm.

Create a streamlined business process for handing over clients

As part of your sales process, once you have won a new client, you need to introduce them to someone in your team who will be the client manager. As part of the handover process, you should communicate the client’s needs and any issues to the client manager as well as explaining to the client that in order for them to get the best service from your business, they will have a dedicated person within the firm who will handle all of their matters.

Once you have mapped out the workflow of this process, tested it, reviewed and refined it, document the process to act as guidelines for your employees.

It’s all about setting clear expectations

When you know how to stop being the bottleneck in your accounting firm, you can design and implement key processes that allow you to handover clients with complete confidence saving you a lot of time, energy and money in the future.

Just remember to set client expectations from the start. If you have a smooth process that is easy for everyone to follow and your client knows this from the get-go, you’ll find that they’ll go straight to your team members with any questions, requests or issues instead of going to you first without any problems at all.