Navigating Client Communications
"Do you have time for a quick question?" might be the most loaded phrase in professional services. In this episode, Sarah Prevost and Steve Libhart dig into client communication and boundaries from both sides: how attorneys manage their own clients, and how accountants and bookkeepers manage their attorney clients.
They talk through why attorneys are trained to question everything (and why that isn't personal), a better alternative to the "quick question," and how unexpected requests like class accounting can become a scope creep conversation and a new revenue opportunity. Steve shares how posting unexplained transactions to owner's draw finally got a busy attorney's attention, and Sarah explains why she keeps an eye on client threads when a new CFO or COO enters the picture.
They also cover sending preliminary reports when answers don't come in, supporting team members who feel stuck in the middle, working backward from the solution before asking for help, knowing when to let a client go, and the rise of "expandable deadlines" with a new generation of business owners.
00:25 Introduction and overview of communication challenges
02:18 Differences between legal and accounting communication styles
04:26 The importance of setting boundaries and expectations
06:22 Handling quick questions and managing scope creep
08:24 Tools for respectful and effective communication
10:28 Onboarding processes and managing client relationships
12:25 Dealing with difficult clients and boundary setting
14:21 The impact of generational communication differences
16:23 Managing emotional responses and scope creep
18:18 The role of organization and SOPs in communication
20:24 Using proactive tools to address communication issues
22:29 The importance of patience and strategic responses
24:22 Handling internal team dynamics and client interactions
26:17 Adapting communication for different practice areas
28:11 The future of communication with younger generations
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Accountants Law Pod is hosted by Lynda Artesani, Sarah Prevost, and Steve Libhart and directed, produced, and edited by Teaira Burge and The Proper Trust. Music by ComaStudio from Pixabay
Disclaimer: The content presented in this podcast is for informational purposes only and should not be considered as legal, financial, or professional advice. The stories we share from the field are meant to educate, never to shame. We have deep respect for attorneys and the complexity of running a firm, and we recognize that many of the mistakes we discuss happen simply because no one ever explained the rules.