I’ve just received an email from my web hosting company to say that they will be charging me more.
The reason is that two of my websites use software that is about to become obsolete so the hosting company will charge me an extra support fee from 5 February unless I upgrade.
This software has a two year life so I’ve already upgraded it once with the help of the hosting company (Fasthosts provide much better support for the tiny monthly fee that I pay them and they’re lovely to deal with). It’s not too difficult but I imagine that many people just ignore a simple message that their site will be unsupported. This way I have a financial incentive to make sure that I do the upgrade promptly. And, if I don’t, the hosting company get some extra income as they’d probably end up sorting out the mess anyway.
Which reminded me that, although Minerva Accountants is supposed to be a Xero only business, we do have one client using an older cloud bookkeeping software with less functionality. This means that we’re unable to offer as good a service. Of course I justified it to myself at the time but now, with the benefit of hindsight, I realise that I was wrong and should have followed my own advice! So I’m going to offer to help my client to migrate to Xero for a better service or to increase the fee to support an ageing app.
Where have you broken your own rules and regretted the lack of efficiency? Should you correct this even if it means losing the client?
How about joining one of our strategic planning days to streamline your business for 2023?
This year we’re running two (although you can join either one). Fri 27 January will be for any business and Wed 22 February will focus on accountants/bookkeepers. Find out more here.
Connecting with people
Have you read ‘The 5 Love Languages’ by Gary Chapman? He talks about the 5 main ways that people demonstrate their love and how they prefer to receive love. It can be applied to all sorts of relationships including parenting. My favourite is acts of service, so I like to do things for people I care for, hence the cooking. I’m not a great gift giver so those thoughtful people who show affection by giving beautifully wrapped gifts probably think I’m a bit reserved.
As always we need to understand how other people view the world so that we can communicate with them in a way that they understand.
How do you make big decisions?
Some people make quick decisions and some people prefer to take their time. Some people make good decisions and others not so good. In my experience the amount of time taken to reach a decision doesn’t show much correlation with the quality of the decision.
When faced with big decisions what do you do?
I usually make a list of pros and cons to be sure that I’ve considered everything and then discover that the length of each list reflects my subconscious preference. So, for me, this is a mixture of a head and also a heart decision.
I can work out any numbers but, like most accountants, I can usually make those numbers support my decision by tweaking the assumptions. This is why I don’t believe it’s worth spending too much time on projections because I can control the inputs to get the results I want. On paper at least. (It is still worth doing rough projections to ensure that you’re not way off target)
When it comes to business decisions I compare the possible outcomes with my initial business objectives to see which will get me closer to my goal. This has proved to be quite reliable in the past.
Another way is to spend 24 hours imagining that you’ve taken option A. This helps you to clarify the implications of that choice as well as to understand how you are likely to feel. Then spend 24 hours imagining that you’ve taken the alternative. This gives insight into which choice will make you happier.
How do you make decisions? Logically or following your gut instinct?
Why Monday morning made me sad
I recently decided to make a concerted effort to stay on top of my emails. Not an Inbox Zero exercise where you just hide them in different folders (I tried it and out of sight is definitely out of mind for me) but actually dealing with them. As part of this exercise, I started measuring how many emails I have in my inbox when I log on in the morning and how many I have at the end of the day. Of course more emails come in throughout the day too but I don’t currently measure these.
It is quite alarming how many emails come in outside of conventional office hours!
Some of these are automated or from clients and colleagues in different time zones or people who, like me, choose to work odd hours but most are not.
And far too many people were working over the weekend so my inbox was jammed when I logged on on Monday morning.
If you’re one of these people and you’re working through necessity rather than choice then I really wish that we could talk. I’ve always run my businesses on an average of 25 hours per week and it breaks my heart to see people working long hours and missing out on family or personal time when I know I can help them.
We have all sorts of options from individual coaching to group coaching and online courses. If you’re really strapped for cash then I run free webinars and write books but frankly, most people don’t take action without a coach of some sort to motivate/nag them.
Have a look at hudsonbusiness.co.uk to see what we have available for accountants/bookkeepers and other business owners and make your business work for you in 2023.
Confidentiality comes as standard
When I joined ICAEW as a trainee accountant sometime back in the dim and distant past I signed up to a code of ethics. Like most accountants I take that code of ethics very seriously as I believe it is part of being a professional. Amongst other requirements was confidentiality. Everything is confidential so the extent that ICAEW suggest that I shouldn’t even share the names of my clients without their permission, let alone information about their business.
So it was quite a surprise when a prospective client asked me whether our conversations would be confidential. It felt a little like somebody asking whether I like tea (I’m a self-confessed tea addict). It is something so ingrained that I hadn’t even realised that lay people may not know this.
Which got me wondering what else we don’t share as we take it for granted.
We’re so busy focusing on what differentiates us from our competitors that we forget some of these other positives that are shared by many of our competitors.
Anyone can call themselves an accountant, but ‘chartered accountant’ is a protected title in law. I’m proud that I’m not just a chartered accountant but a Fellow and also an elected member of ICAEW Council helping to shape the future of the profession. But we need to make more of this.
Most professional accountancy bodies have similar codes of ethics whereas unqualified accountants or those not belonging to any professional body are not bound by any such code but dependent on the individual’s personal integrity. We’re supervised by our professional bodies so clients have recourse if they believe that we have failed to live up to those standards. We are required to undergo checks to ensure that we are ‘fit and proper’ persons. And we are also required to have professional indemnity insurance in order to protect our clients in the event that we make a mistake.
I have also signed up to a code of ethics as a member of the PSA (Professional Speaking Association) which means that I pay for copyright to use pictures on any slides so that the event organiser won’t be sued. Similarly for any music and videos I use in my talks. It’s not something that most speakers think about and they may not even realise the importance of paying royalties to the creators of those media.
What mundane things do you do instinctively to protect your clients? Can it become part of your marketing?
I am strong but I am tired
| It happens to most of us at some point. November seems to be a busy month for me these days and I’m getting used to it. In the same way that December was busy when I ran a bigger accountancy practice alongside having to do all the family and school Christmas stuff. Many accountants extend this busy period into January too. There may be other busy periods in your life due to business or home peaks. If you know they will only last for a short period then it is okay to power on through. (It is NOT okay if busyness is the norm!) It is okay to feel tired. It is not a weakness. So here are a few tips to get through busy periods. Not all of them will be possible but hopefully one or two will help you. 1. Plan ahead and clear the decks as much as possible beforehand 2. Update your systems and processes in the quiet periods to make your busy period as easy as possible. This is why we run two strategic planning days in the new year. January for business owners and February for accountants (Check out our website or reply to this email for more info) 3. Learn to say “no”. If it doesn’t have to be done in your busy period then say “no” or “later”. 4. Balance your whole load. If you are having a busy period at work then be gentle with yourself at home. Your family can survive on oven meals for a short period and they may even see it as a bit of a treat. Your housework will also wait for you or get your kids to help out (it’s probably better than nothing and will train them for later life) 5. Ask for help. This may be from family, friends or employing extra help. 6. Buy extra time. I have two wonderful cleaners who work wonders on my home once a week so that I am free to get on with my work or to do something for me. 7. Try to take some rest and time for yourself. Even in your busy periods try to take at least one day off for you each week. And remember that working late will leave you too tired to work productively the next day so better to finish a bit earlier and get a good night’s sleep. 8. Remember to eat, sleep, hydrate and exercise to keep yourself as strong as possible. 9. Find a way to relax quickly. What are the quick, simple pleasures in your life? I like a bubble bath or a walk by the sea or a massage (anyone else get tense shoulders hunching over their desk?). None of these need to take much longer than 30-60 mins but they make a world of difference. Please feel free to send me any other tips for this list. |
Rules are there for a reason
Did you hear that a lot in your school days? Even though most of the rules seemed a bit, well, stupid? I certainly did!
A few weeks ago, I broke one of my own rules. It was a good rule and there to protect me, but I was doing somebody a favour to help them out. (You’ve probably made the same excuses yourself)
A training company was looking for a speaker at short notice and a colleague recommended me. There was a lot of backwards and forwards to see if I was a good fit which meant that time was even tighter by the time it was all agreed. And then they sent over their terms and conditions for signature which were different from my standard speaking terms in one main respect. There was no up-front payment.
As most of you aren’t professional speakers, I’d better explain that, for a speaking assignment like this, I would spend 2 days learning the material (I usually spend a similar amount of time writing my own) and rehearsing so that everything is flawless without looking over-rehearsed. I spent a day travelling and a day delivering the content and incurred related expenses. 4 days work plus travel and hotel costs.
Event organisers may charge attendees up-front, but they prefer to pay their speakers after the event (Although far too many expect speakers to work for ‘exposure’, but that’s another problem). Event organisers often cancel at short notice if they don’t get enough people signed up which can leave speakers with wasted time and prebooked travel costs. This is simply solved by charging a deposit at the time of booking.
As everything was done at short notice to help out the new client there wasn’t time to negotiate a deposit.
So, I did ALL the work and incurred all the costs before invoicing them at the earliest possible moment and guess what?
They didn’t pay on their agreed date! And they didn’t even bother to let me know why not!
Anyway, several weeks later and after wasting far too much time chasing, I finally got paid.
But I won’t be making that mistake again.
Please learn from my mistakes and get paid up front where possible. At Minerva Accountants our annual fee is all paid by direct debit before the year end. Have a look at your terms and conditions and see if they could be tighter.
How to train your clients
I see lots of people complaining or rolling their eyes at the behaviour of certain ‘vampire’ clients that suck far more time and resources than the average client. But what can you do?
- Don’t take them on in the first place. Learn to recognise them and say no right from the outset. Unless you’re a lawyer or a licensed taxi driver then you are not obliged to take on every single client who comes to you (and even these have ways of turning down work)
- Onboard well with a clear scope of work. Make sure that your onboarding process includes managing your clients’ expectations. Ensure that everything is set up well from the start and that clients know your working hours and who deals with what. For instance, we have a ‘reasonable use’ clause on our telephone support. If we can’t answer something straight away on the phone because it is complex or requires detailed calculations then this is an additional charge.
- Service level agreements. Be clear on your turnaround times for answering questions or delivering your finished project/product/services. We aim to respond to queries by next working day and ask clients to reply within 1 week. We prepare year end accounts within 8 weeks and ask clients to send information within 8 weeks of the year end.
- Automate reminders in your systems so that you don’t hold up starting work through lack of information.
- Charging more is an option but sometimes this just encourages clients to feel entitled to more of your time or to send things closer to deadlines.
- If all else fails ditch the client. There are plenty of good clients out there waiting to work with us.
Remember that it is your business and you get to choose who you work with.
Can I ‘just’ pick your brain?
How often do you get asked this? People you barely know, if at all, wanting to take some of your valuable time and expertise in exchange for a coffee or less.
There are some people whom I’m happy to say “yes” to due to close relationships or help that they’ve given to me or others in the past. There are some people who only ever take and, for these, it’s a straight “no”. But, for most people, I’d love to help but I don’t have the time in between earning a living and my own community commitments.
So how can you help people without giving up too much of your precious earning time or offering discounts on your core products and services?
I do this through writing books, running courses and group coaching sessions which are all cheaper than my individual coaching. But even this is too expensive for some so I write these Tips and provide free webinars. We run 6 Better Business webinars per year for accountants and bookkeepers and 12 Minerva Money Matter webinars per year for other business owners.
As a member of ICAEW or a local accountant or business woman I’m often asked to speak in schools and for other local groups. Lots of people helped me when I started out so I’m happy to do this. For those in even greater need we give a percentage of our turnover to charity each year.
How can you give back to others? How can you have the greatest impact on most people through one to many support? Or would you prefer to sponsor an individual? Perhaps you already do something like this? Let me know how you prefer to support your local community or preferred charity.
Trust the process
You’ve probably been there. Business is quieter than usual and you don’t know why.
When you’ve been running your business for a few years you get used to this and know that doing the right things will produce the right results but sometimes you doubt yourself or your process.
Even after this long in business I still have these wobbles.
October has been quiet for me with fewer enquiries than usual and even fewer suitable enquiries. I’ve given away a lot of free advice or referred them to another coach or accountant who was more suited to their needs.
In the background I (and my wonderful PA) continued to do the usual marketing and to prepare the new 30 day start up course for accountants and bookkeepers.
But it was still too quiet for my liking.
And then the flood gates opened, and I’ve been busy this week with enquiries for coaching, courses, and accountancy services. And a big consultancy lead that had gone quiet suddenly turned into a signed contract overnight. And now I’m wondering how I’m going to fit in all the extra work.
Such is the roller coaster of running your own business. Sometimes you just have to trust the process. Doing the right things will produce the right results.