Managing Indecisive Clients
Dealing with clients who frequently change their minds can be quite challenging. I recently encountered a new client with delayed Bookkeeping who has been inconsistent in communicating his needs. Initially, he expressed a desire for comprehensive services, but soon after I started, he changed course, asking me to concentrate solely on income classification, leaving expenses to another firm.
This week, I’ve received two emails from him asking for a completed Profit & Loss statement that includes expenses. We began only 20 days ago on a massive $6 million cleanup effort. In response to his first email, I reminded him that he previously instructed us not to handle the expenses and offered to take them on if he wished. However, I got no reply. His next email repeated the query about the P&L, and again, I pointed to the unanswered email, requesting confirmation to proceed with expenses. His reply only insisted on the urgency of the P&L being completed, even suggesting his other bookkeeper could do it. He asked for a delivery date without specifically agreeing to the expansion of our scope.
Given his lack of clear authorization, I hesitate to proceed since the extra work could lead to a substantial bill. I don’t want to update everything only for him to later deny he gave the go-ahead. He came recommended by a trusted consultant, which complicates matters further. How do you usually navigate such scenarios?
One response
Dealing with wishy-washy clients can be challenging, especially when the scope of work is unclear and communication is inconsistent. Here’s a structured approach to help manage this situation effectively:
1. Clarify the Scope in Writing
Draft a Detailed Contract or Agreement: Create a comprehensive document that outlines the scope of your work, deadlines, responsibilities, and payment terms. Include all the tasks that the client initially requested and any additional tasks you believe may arise.
Amend as Needed: When the client makes a new request or changes the scope, document this in an amendment to the contract. Get the client’s written approval before proceeding with additional tasks.
2. Communicate Clearly and Regularly
Scheduled Check-Ins: Establish regular check-ins or status update meetings (weekly, bi-weekly, or as needed), where you can discuss progress, clarify any uncertainties, and confirm next steps. Having a consistent communication schedule can help ensure alignment.
Use Clear and Concise Emails: When writing emails, be direct and specific. Summarize main points and requests in bullet points or numbered lists. This makes it easier for the client to respond succinctly.
3. Set Boundaries and Manage Expectations
Firm but Flexible: Be clear about what you can deliver based on the timeframe and resources. It’s crucial to be firm when necessary but also show willingness to accommodate client needs within reason.
Deadlines and Milestones: Set realistic deadlines for deliverables and share these with the client. If the client shifts the requirements, adjust timelines accordingly and communicate these adjustments.
4. Obtain Confirmation
Written Agreements: Always seek written approval for changes in project scope. If the client’s responses are vague, reply with a summary and ask for confirmation. For example:
"Thank you for your response. To confirm, you would like us to proceed with classifying expenses as well, correct? Once confirmed, we can proceed with an updated timeline as outlined."Document Everything: Keep records of all communications, agreements, and changes to ensure there is a paper trail in the event of misunderstandings or disputes.
5. Address Payment Concerns
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