“`markdown
Client Interviews: A Reasonable Request or Overstepping Boundaries?
Hello everyone,
As an independent bookkeeper, I currently manage a roster of 8 to 10 clients. Recently, I was referred to a potential new client by one of my existing clients. This organization contacted me, and I had initial meetings with their Treasurer, several board members, and an administrator. In total, these interactions spanned over three hours, as they had insightful questions and represented a reputable organization.
During one of these meetings, a board member expressed interest in hearing opinions from my other clients. Not long ago, I conducted a satisfaction survey among my current clients to ensure they are pleased with my services. I shared some of the feedback and results from this survey, yet the board member insisted on directly interviewing my clients.
Is it reasonable for me to feel that this request is unusual and beyond what is typical in such scenarios?
“`
One response
It’s understandable that you’re feeling uncertain about this request. In the world of professional services, particularly for independent contractors like bookkeepers, maintaining client confidentiality and professional boundaries is crucial. Let’s explore some considerations regarding this situation:
Understanding Their Request
Due Diligence: The prospective client might be performing their due diligence. They want to ensure that by hiring you, they are making a sound decision based on feedback from your past or current clients.
Trust Building: By speaking to your existing clients, they may be trying to build trust and get authentic, unfiltered feedback about your capabilities and work ethic.
Reasonability of the Request
Confidentiality Concerns: Typically, sharing direct access to your clients might breach confidentiality agreements or understandings. Your existing clients might also value their privacy and be uncomfortable with such requests.
Norms in the Profession: While references are common, asking to directly contact and interview your existing clients is less common and could be seen as overstepping.
Alternative Solutions: Providing anonymized feedback or offering a limited number of clients who have agreed to be contacted as references is more typical.
How to Respond
Communicate Professionally: Politely explain your commitment to client confidentiality. You can emphasize that you respect the privacy of all your clients, which includes any potential new ones.
Provide Alternatives: Offer to provide a few specific references with whom you have discussed and obtained consent for direct contact. Alternatively, share detailed, anonymized survey results or testimonials.
Highlight Your Strengths: Reiterate the positive feedback you’ve received in the surveys. You could offer to discuss in more detail particular aspects of your work or offer a trial period instead.
Example Response
Here’s a draft response you might consider:
“`
Dear [Board Member’s Name],
Thank you for your interest in learning more about my services and for considering me for your Bookkeeping needs. I fully understand the importance of due diligence and am pleased to hear that your organization values making informed decisions.
However, client confidentiality is a cornerstone of my professional practice. I strive to maintain a trusted relationship with all my clients and, as such, I am unable to share their contact information without prior consent.
Here’s what I can offer: I have a selection of anonymized feedback from a recent client survey that reflects overall satisfaction with my services, and I can share more detailed results with