What could your accountant do better?

[BillHicksRIP]

Quite unlike any other aspect of my life, I would welcome unsolicited advice from my accountant about how best to manage my company's money relating to retained profits or investments, even if it was just to say "we realise you may have funds set aside for a warchest, but have you considered this?". A prime example is the article on CUK's front page from InTouch about it being financially better to put private health insurance through the company rather than paying it yourself. Perhaps I'm mistaking accountant for financial adviser, but my accountant knows more about my finances than I do.

[malvolio]

On the few occasions I've needed to phone the accountant for advice - most recently over how best to operate RTI - I've had an immediate and authoritative answer. 99% of emails come back within 2-3 working hours, rarely longer, and if my usual contact is out for some reason one of the others will pick it up.

Personally I would find a delay of one working day or more between question and answer would be intolerable, unless it was for something really complicated.

My accountant is like my bank; both are there immediately when I need it or when I need to be told something, but invisible otherwise. Which is how it should be

[GazCol]

Generally, I agree. I think that if I rang, I would hope that there was someone there to answer the phone and either help me out or take a message and get the accountant to ring me back as soon as they could (within normal hours).

I've worked on client sites where I couldn't make a call (for a number of reasons) - but being able to send a quick email to ask the question and getting a response was great. I like the audit trail of having things in writing in an email - I can always go back and search what their advice was, when I've forgotten it. I hate the idea of snail mail (my solicitor when we were buying our house had a happy knack of writing a letter back to an email that I'd sent her ), and I'm not overly keen on talking over the phone if I can avoid it at the best of times.

But if you're going to communicate via email, then I still expect it to be a quick response - even if it's just a note to say that they are looking at it and will get back when they have a fuller answer.

Exactly - if that email response wasn't within 1 business day, that would probably change the way I like to communicate with my accountant.

[DirtyDog]

I'm not bothered about phone contact at all. On the rare occassions where I do need to ask anything of my accountant it's usually about something that's either very complex or very trivial (help, I've lost the UTR number again). I much prefer to email, not only is it easier for me to express exactly what the problem is, but any response is also by email and I feel much more secure in that not only is the advice back much more accurate (as there's less room for misunderstanding) but I've got that response in writing should I ever need to refer back to it.

Generally, I agree. I think that if I rang, I would hope that there was someone there to answer the phone and either help me out or take a message and get the accountant to ring me back as soon as they could (within normal hours).

I've worked on client sites where I couldn't make a call (for a number of reasons) - but being able to send a quick email to ask the question and getting a response was great. I like the audit trail of having things in writing in an email - I can always go back and search what their advice was, when I've forgotten it. I hate the idea of snail mail (my solicitor when we were buying our house had a happy knack of writing a letter back to an email that I'd sent her ), and I'm not overly keen on talking over the phone if I can avoid it at the best of times.

But if you're going to communicate via email, then I still expect it to be a quick response - even if it's just a note to say that they are looking at it and will get back when they have a fuller answer.

[northernladuk]

Developing this thread, I'd be interested to know how important ease of phone contact (specifically) is to people with their accountant? If emails are dealt with quickly, is phone important as well?

I'm asking as although there are eight of us here, we're on "lifestyle hours" and although that means email is generally dealt with in one working day or quicker, we're often not around for calls.

If I was confident with the timing and accuracy of mails then it wouldn't be that important. If email communication was good then I would be personally happy to book a call at both parties convenience. I don't think being on hand whenever I ring would be a deal breaker in this situation.

I think I would be happy with your setup if everything else worked well.

[GazCol]

Developing this thread, I'd be interested to know how important ease of phone contact (specifically) is to people with their accountant? If emails are dealt with quickly, is phone important as well?

I'm asking as although there are eight of us here, we're on "lifestyle hours" and although that means email is generally dealt with in one working day or quicker, we're often not around for calls.

I'm not bothered about phone contact at all. On the rare occassions where I do need to ask anything of my accountant it's usually about something that's either very complex or very trivial (help, I've lost the UTR number again). I much prefer to email, not only is it easier for me to express exactly what the problem is, but any response is also by email and I feel much more secure in that not only is the advice back much more accurate (as there's less room for misunderstanding) but I've got that response in writing should I ever need to refer back to it.

[Jessica@WhiteFieldTax]

I don't think I've had to ring them since I first started with them.

is more often than not there when I ring.

Developing this thread, I'd be interested to know how important ease of phone contact (specifically) is to people with their accountant? If emails are dealt with quickly, is phone important as well?

I'm asking as although there are eight of us here, we're on "lifestyle hours" and although that means email is generally dealt with in one working day or quicker, we're often not around for calls.

[malvolio]

Mine? Not much

You? No idea, what do you do?

Everyone's requirements are different. Perhaps, instead of an undifferentiated fixed price service, you should look at building up a Service Catalogue to define the value add over basic book-keeping for stuff that costs you more to provide like immediate response to queries, dividend certification, Personal SAR completion, proactive advice and so on...

[PEEL]

I wish for my accountant to use email more, as opposed to him trying to answer my email by phoning me to explain. I shouldn't answer the phone where I work and it's hard to schedule a time when I can call him for 20 minutes in his working hours. Plus if it's written down I find there to be less confusion.

What my accountant has got right is the use of Clearbooks - i fooking love it.

[DirtyDog]

If I knew what my accountant did badly, then I probably wouldn't be with them.

I generally get good responses to emails - I don't think I've had to ring them since I first started with them. They have a portal for entering the details, which could always do with some improvements (there's always something extra that could be done), but I'm generally happy with. The prices have increased this year, but not to a level that I'm unhappy with - my previous accountants were incredibly expensive (to the extent that when the new ones did the yearly accounts, I had to provide copies of the invoices because the previous costs were so high!!). If prices increase too much, then I'll start to look around for a similar service at a lower price.

Knowledge of the industry is a must - IR35, expenses, FRS (which I had to tell my previous accountant about, having read it on CUK)...

What I want is a fast, knowledgeable, online (with real people as necessary) service at a reasonable price. Not much to ask for

[cojak]

Yes I am one...so feel free to rant!

This is not a pitch for business, I am just interested because I recently picked up two new clients (both IT Contractors) who were fed up with the service they were getting.

So I would like to know - what can we do better? What annoys you? Where would you like extra support? Do you want more communication with your accountant or would you prefer to interact with them as little as possible?

Very pleased to see that Emsiharris.

You'll know about it soon enough if you do...

But in the spirit of your post - do you specialise in contractors? Do you understand IR35 and the 24-month rule? I've googled your name and can't find an accountant.

Would you like Admin to change your login to Emsi@ myco.com? That way you can promote your business without breaking house rules.

[northernladuk]

Accountants not asking me for feedback when I am annoyed at their service annoys me

It is quite hard to answer this when you say what can 'we' do better. I know one accountant in Manchester that could do a million things better leading me to leave but the new accountant is just fine as they are. I think maybe focus on the micro areas that affecting your clients rather than a general musings of many contractors that are happy with their accountant?

I can tell you what mine does well though and that is communicate. Answers mail in a day or so and is more often than not there when I ring. You could be the best accountant in the world, if I can't get hold of you I will get pissed off and leave. I thought that was service business 101 rather than accountant specific though.

[Emsiharris]

Yes I am one...so feel free to rant!

This is not a pitch for business, I am just interested because I recently picked up two new clients (both IT Contractors) who were fed up with the service they were getting.

So I would like to know - what can we do better? What annoys you? Where would you like extra support? Do you want more communication with your accountant or would you prefer to interact with them as little as possible?