Strategies for Managing Indecisive Clients
Navigating client relationships can be challenging, especially when their requirements are inconsistent. Currently, I’m dealing with a client whose financial records are outdated and who frequently changes his directives without providing timely responses to my emails. Initially, he requested comprehensive services, but soon after I began, he instructed me to concentrate solely on classifying income, with another firm handling expenses. Despite this decision, he has recently sent two separate emails inquiring about the completion of his Profit and Loss (P&L) statement, including expenses.
We embarked on this project only 20 days ago, covering $6 million in cleanup. In response to his first email, I reminded him of his instruction to avoid handling expenses and offered to start if necessary, yet received no reply. Another email followed, again questioning the status of the full P&L. Once more, I referred to my previous message, requesting confirmation in his response to proceed with the expense classification, but didn’t receive a definitive answer.
He replied, indicating a need for the P&L, considering having his other bookkeeper handle it despite falling behind. He asked for a completion date but remained vague, without clearly authorizing the expense work.
Given the circumstances, I could interpret his response as permission to advance. However, considering the potential cost, I hesitate to proceed without explicit consent, fearing he might later deny authorizing the project. Despite the complications, I weigh his consultant’s recommendation, whom I trust.
How do you manage such situations with uncertain clients?
One response
Dealing with indecisive or non-communicative clients can be a challenge, especially when projects involve significant financial stakes and complex deliverables such as Bookkeeping and the generation of financial reports. Here are some strategies to help manage this type of situation effectively:
1. Document Everything
Always ensure that all communications, decisions, and work agreements are documented. Maintain a clear and detailed email trail of your interactions with the client. This documentation will serve as a paper trail in case of disputes and can provide clarity on what was agreed upon.
2. Set Clear Expectations
At the outset of any project or when things become unclear, articulate the scope, timelines, and deliverables in writing. For instance, when the client initially asked you to focus only on classifying income, you could have documented this as a change in the agreed-upon work.
3. Regular Updates and Check-ins
Schedule regular check-ins with the client to ensure you are aligned on project goals. This can be weekly or bi-weekly depending on the project timeline. These meetings can be a great opportunity to discuss progress, answer questions, and address any changes in scope.
4. Request Written Confirmation
When you receive vague responses or conflicting emails, kindly request written confirmation before proceeding with additional work that may not have been explicitly authorized. For example, after the recent request for a full P&L, you could request a short email or message where the client confirms the scope and any changes.
5. Communicate the Financial Implications
Explain the financial impact of any changes in scope transparently. Provide estimates for additional work and ensure the client understands that these changes can affect the timeline and cost. It may be helpful to itemize costs so that the client can see the rationale behind the total bill.
6. Escalate if Necessary
If the client remains non-responsive, consider involving the consultant or advisor who referred the client for additional leverage. As they vouched for the client, they might be able to assist in gaining clarity or facilitate better communication.
7. Consult with Your Legal Team
Consider seeking advice from your legal advisors about how to proceed and protect your interests. They may be able to assist in drafting a more formal agreement that outlines scope changes and includes clauses to mitigate the risk of non-payment disputes.
8. Consider Client Viability
Finally, assess whether this client is worth retaining in the long