Category: Pricing

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Making cash collection part of your customer service  

Most small business owners hate chasing customers for payment. (The only exception I know is a client who used to send witty poems to late payers) This means that it gets left until the last minute when payment is long overdue. 

To be honest, this is one of the main reasons that I like to have clients on monthly payments settled by direct debit. Yes, it improves cashflow (and spreads the cost for our clients) but it also means that I only have to have positive conversations with clients. 

But you can build your payment collection into your customer service. 

When dealing with a new client or a particularly large project you can pick up the phone and call them before sending the first invoice to check that everything is all right. If there are any outstanding issues these can be dealt with immediately thanks to this proactive approach. You can also check up on any purchase order numbers and contacts needed for the payment process. 

Once the invoice is raised it is worth checking with their payment department that they have everything they need, all authorisations have been completed at their end, and when they make their payments. There is nothing more annoying than missing their payment run by a day. (Okay, maybe it’s more frustrating trying to get papers from certain clients in order to complete their tax returns in plenty of time but it’s still not great) Whilst small organizations will pay around the director’s availability to make payments larger businesses will be tied to a monthly pay run. 

If you know their regular payment date you will know when to start chasing as your invoice may have been missed off the list so you need to ensure that it is expedited. I once had a client pay the wrong company and they wouldn’t have noticed if I hadn’t (politely) chased them. 

If it still isn’t paid and you have completed your part of the contract (which was confirmed during your courtesy call above) then move to 7 day notice of legal action sooner rather than later. And don’t forget to add debt collection costs and statutory interest to the bill. Even if your customer is unable to pay the full bill they should be able to pay something on account. 

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Why do we have an annual price increase?

Once a year we increase our prices across the board. This is in addition to increasing/decreasing prices as clients increase/decrease the services that they need from us. As most of our clients are on annual fixed price agreements that they pay monthly they aren’t affected immediately, others are increased from 1 April.

But why do we have an annual price increase?

We have a fabulous team and I want to make sure that they are rewarded accordingly so we pass on the same increase to them as a pay rise. Our software and other costs increase throughout the year so we need to ensure that we cover these in order to retain our margins and stay in business.

As business advisers we also advise our clients to review their own prices annually.

If costs are tight it can be tempting to cut corners on the necessary work or to take on too many clients in order to cover our fixed costs. The resulting reduction in service would not be in the best interests of our existing clients.

When was the last time you reviewed your prices?

If you’d like more information about how to go about reviewing your prices then have a look at our pricing course.

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How to improve your profit margins

If your profits are lower than you’d like and you’re not taking home enough money to cover your bills, let alone to make up for all the hassle of running your own business, then you probably need to look at your margins. (If you’re happy with your profitability then save 2 mins reading) 

  1. Look at your prices and increase those where possible. I’ve blogged on this several times before and it is a key component in many of our courses or you can purchase our mini-course on the topic
  1. Reduce your costs by simplifying and documenting processes so that you can use more junior staff 
  1. Reduce your costs by using more automation (dare I mention AI or are you sick of hearing about that too?) 
  1. Reduce your costs by negotiating better terms with suppliers 
  1. Improve your efficiency to lower your costs 
  1. Focus on selling more of your high-margin products 

Even doing just one of these things will help to improve your business 

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How to create a budget for your business

How to create a budget for your business

Businesses and individuals with plans are more likely to achieve those results. But how do you go about it?

  1. Personal objectives – the objectives of owner managed businesses are often a subset of the owner’s personal objectives.
  2. Business objectives – what do you need from the business to meet your personal goals?
  3. What products/services do you have to sell?
  4. Who is your ideal customer?
  5. What do you know about your competition and how you can differentiate yourself from them?
  6. Sales plan – what and how much do you need to sell? Is this realistic?
  7. Investment plan – What investment do you need to make in staff, training, marketing, equipment, and technology
  8. Will this achieve the desired results?
  9. What actions do you need to take (and when) in order to stay on track to meet your goals?

You can do this on your own but, if you’d like more help, then we have a budget workbook and accompanying videos.

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Do you feel embarrassed chasing unpaid bills? 

If somebody left a shop without paying for the goods you would probably chase them down the street and rugby tackle them to the ground (or at least consider it) so why is it so hard to chase payment for our services? 

There may be an embarrassment in having to discuss money with clients. Or you may not want to risk upsetting them when we have been told, so many times, that the customer is always right. 

But … Are they clients if they don’t pay?   

We set invoice reminders on Xero which act as a polite reminder from the moment that the invoice is overdue.  

I then try one phone call, one 7 day letter, and then legal action. 

No embarrassment. They haven’t forgotten. They are intentionally withholding payment.  

If you want to improve your own cashflow and financial position you have to toughen up and chase. Feel free to blame me as your accountant/business coach. I’ve raised two teens, I’m used to being the bad guy ? 

Reply to this message when you’ve done it. 

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How does your price compare?

Compare to what?

How would you compare the price of a dress from Primark to one from Prada? How would you compare the cost of a smart phone to an old flip phone?

Business owners might try to compare accountants’ fees because they don’t understand that there are very different types of accountants with different expertise offering a variety of services in their ‘standard’ package.

So how can you differentiate yourself from your competitors?


• Testimonials from satisfied clients allow you to demonstrate your quality. Encourage your clients to leave Linked In testimonials or ask them if you can use the lovely thing they just said/wrote about you in your marketing.


• Case studies allow prospective clients to picture themselves working with you. We don’t just fill in those pesky forms known as tax returns. Think about how you help your clients and then ask them to help with a case study. We use Angela at PR the Write Way – Getting you the recognition you deserve to write these for us.


• Awards. This one is tricky for me as I can’t enter the awards that, as an established accountant, I’m often invited to judge.


• Net promoter score. What percentage of your existing clients would recommend you to others? When did you last ask them? (Whoops, we need to get this up to date)


• Niche. If you have a niche you should share content specific for this audience to demonstrate your expertise eg I coach all sorts of business owners but about half of them are accountants so I my content (and 2 of my 3 books) at them.

What other ways can you differentiate yourself from your competitors?

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How much do you charge?

I’m always tempted to say “let me get my tape measure out and work out the length of that piece of string” but somehow, I bit my tongue and explain that, like a builder, I can’t quote until I understand the job.

First, I need to understand the starting point:
• Type/complexity/size of business
• Limited/partnership/sol trader (we don’t handle personal tax except for directors of our business clients)
• Bookkeeping quality and software

Then I need to understand the desired end point. What services they want /need.

This helps me to understand the level of staff required, how much time they will spend, and any specific skills or tech the work needs.

Finally, I need to understand if we’re the right accountant for them:
• How tech savvy are they so that we can automate more work?
• What is their attitude towards paying tax?
• Are they looking to grow their business or make other changes where they can benefit from our business advice?

Only then can I produce the magic number from my costing spreadsheet.

In the meantime, we try to give a ballpark figure and put some sample packages on our website. We’re not cheap but, according to our testimonials, we’re worth it.

How do you set your prices? Do you quote one single price for an identical item, or does it need to be tailored to the specific customer?

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Tax tip

Cash is king and most small businesses fail due to lack of cashflow. Even if you have a relatively small business you can use accounting software like Xero to:

  • Add a link to your invoices for clients to pay by card using Stripe, Paypal, or similar
  • Plug a small (usually free) card reader (Zettle, Square, or similar) into your phone for clients to pay by card before you leave site
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How to tell if your prices are too low 

If you’re crazy busy all of the time, not just at peak periods, then it is probably because your prices are too low. You can either increase prices to make fewer but more profitable sales or you can raise your prices enough to increase your workforce. 

The other way to know that your prices are too low is if nobody ever says “no”. If everybody you quote says yes, or if nobody bounces when they see your prices on your website, then you probably have scope to increase them. 

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The difference between spending and investing 

Oscar Wilde once said that “The cynic knows the price of everything and the value of nothing” and this is often true of accountants who are associated with cost cutting. 

Here at Minerva we prefer to see spending as investing. What do we get in return for the cash? 

As a small business ourselves working for small business clients it is important that every pound we spent generates future value. It’s why we invest in things such as marketing, training and business coaching (yes, as well as being a qualified business coach I also see the value of using a coach myself). These are things that many business owners see as overheads but, spent wisely, that can help to generate future profits through growing your business or operating more efficiently. 

What is your wisest investment in yourself or your business? 

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