Navigating Receipt Management: What to Do When Your Client Expects More
As a professional bookkeeper, it’s crucial to define the boundaries of our services, especially when it comes to managing client expectations. Recently, I’ve found myself facing a bit of a dilemma that may be familiar to many in the field.
The Situation
I have a client I primarily assist with maintaining their financial records for taxation. It’s straightforward work, typically limited to ensuring that all books are in order come tax season. However, she’s been consistently forwarding me her receipts and copying me on communications with her contractors when she submits her documentation for reimbursement.
This situation has left me pondering the best way to handle it, given this client is particularly valuable to my business. I don’t want to assume responsibility for managing receipts, but also wish to maintain this important professional relationship.
Do Bookkeepers Manage Receipts?
It prompted me to question whether managing receipts is a common expectation from bookkeepers. It’s possible that other bookkeepers might include this task in their offering, which might be why my client anticipates such support from me.
In reality, the role of a bookkeeper can vary significantly depending on the agreement with the client. While some bookkeepers do include receipt management in their services, others might focus solely on the accuracy and organization of financial records.
Establishing Clear Communication
To address this, an open conversation with the client could be invaluable. It’s important to gently establish what services are covered within our current engagement and suggest practical alternatives for receipt management if this is something I am unable to take on.
In addition, discussing the possibility of incorporating new services, either as an add-on or through adjusting the existing arrangement, could also be considered if the workload and compensation make the scenario feasible.
Conclusion
Navigating client expectations can indeed be tricky, but it’s crucial to ensure clarity on the services we offer. By maintaining transparent communication, we can continue to support our clients effectively while respecting our own professional boundaries. Perhaps you have also faced similar challenges—how did you approach the situation? Let’s keep the conversation going in the comments!
One response
Managing client expectations regarding services like receipt tracking can indeed be challenging, especially when it involves keystone clients who are vital to your business. While some bookkeepers offer comprehensive services that include receipt management, others focus strictly on Bookkeeping for tax purposes or financial reporting, excluding record-keeping tasks like organizing and storing receipts.
Here are a few steps to effectively address this situation:
Clarify Your Services: Begin by reviewing the agreement you have with your client. If receipt management isn’t part of the service package you’ve agreed upon, it might be time for a conversation. If it was not explicitly included, it’s possible there is a misunderstanding. Let your client know the scope of your services as agreed and where receipt management fits—or doesn’t fit—within that framework.
Communicate Clearly and Professionally: Approach your client with understanding and professionalism. A friendly email or meeting can be useful to set the right tone. Explain that while you’re more than happy to handle the Bookkeeping for tax purposes, receipt management is not included in your standard services. Acknowledge the importance of her needs and reassure her that this clarification is not meant to reduce the quality of service but to ensure efficiency and focus on the core services you provide.
Provide Alternatives: Once you’ve clarified the scope of your services, offer practical alternatives. You could suggest tools or apps like Expensify or Dext that help clients manage receipts more efficiently. These solutions often integrate easily with Accounting Software and can streamline her process significantly. Another option is recommending a virtual assistant or a separate service provider who specializes in receipt management.
Reassess Your Service Offerings: Consider whether you want to expand your service offerings to include receipt management for an additional fee. This could provide added value for clients who want a one-stop solution. If you decide to offer additional services, ensure to update your service agreements to include these details and discuss fee adjustments as necessary.
Seek Feedback: Finally, use this opportunity to invite feedback from your client. She might have insights that could inform your service offerings more broadly. This conversation can also reinforce your commitment to meeting her needs within the framework that benefits both parties.
By taking a thoughtful approach, you can maintain a good relationship with your client while keeping your workload manageable and consistent with your business model. Clear communication and offering solutions will ensure she’s satisfied with the service she receives, and you’ll continue to have a strong professional relationship.