In today’s world, most people are plugged into a number of devices at any given time. Multi-tasking is common, and communication is quick. As a result, texting has replaced email in relationships that matter.
Therefore, if a client asks to communicate via text, it means that you enjoy a quality rapport. Texting is reserved for our most intimate relationships, and the request should be taken as a compliment.
However, giving out your personal number may seem to be crossing a boundary, making it impossible to distinguish one’s work-life from home-life. It is not uncommon to be hesitant to cross this line. Yet, refusing to do so may jeopardize your business relationships making it difficult to say no to a client who is asking to tighten this bond. What is a person to do?
If, like me, you believe that texting is here to stay consider the following options to add messaging while keeping your personal phone personal:
- Find out if your VoIP system has a texting feature. (Most do). If you can tolerate another communication silo, the additional phishing risk and the general lack of organization, this is a cost effective option. (It’s free!)
- Utilize Microsoft Teams or Slack. This method is also free and is safer than the VoIP solution. Similar to the VoIP system, the downside with Teams is that it adds another silo with very little organization. This makes it easy for both firms and clients to lose track of important files and messages. If your business has a low volume of client communication, it can work reasonably well.
- Use a dedicated communication center. Big banks moved to this model years ago and clients have embraced it. For example, big banks allow us to view our accounts, transfer money, make payments, etc. from one convenient location. A new generation of app providers afford accountants a similar experience by combining messaging, files, electronic signatures, etc. in a single client-facing app. These apps allow us to simplify our software stacks while improving our service. (We use Liscio).
So if your firm is finding that your clients are wanting to call less and text more, don’t be afraid to give them what they want. Our next generation of clients are certain to be mobile-first and we should embrace their preferences.
Caleb Jenkins
Author Bio: Caleb Jenkins began his career at RLJ Financial Services and currently leads the outsourced tax planning & business accounting services team. Caleb has been recognized as the youngest QuickBooks ProAdvisor in the global ProAdvisor program to become certified at age 16. A few of Caleb's awards include: Top Up-N-Comer QuickBooks ProAdvisor, Top 100 QuickBooks ProAdvisor, Top '40 Under 40' in Accounting Profession and Philanthropic Excellence Award Winner. Caleb currently serves or has served on the following Advisory Councils and Committees: Intuit ProConnect Customer Tax Council, Intuit Trainer/Writer Network, TSheets PRO Council, ADP Accountants Advisory Board, Divvy Advisory Board and the Woodard Advisory Council.
Caleb has been featured in Accounting Today, CPA Practice Advisor, Insightful Accountant, Modesto Bee, Central Valley Business Journal, Intuit Firm of the Future, Karbon Editions, and other publications.
Joe Woodard, a thought leader in the accounting industry said, "I believe Caleb is an incredible example of the next generation of QuickBooks ProAdvisors, and he has a very solid success story to tell around both his deep product knowledge and the way he leverages that deep knowledge to give back to others."
As a Certified QuickBooks ProAdvisor, Caleb has also helped Christian Aid Ministries which does microfinance work with the working poor in developing countries like Haiti, Ghana, Nigeria, and other countries. He has helped to setup and continue to maintain a specialized QuickBooks accounting system for their specific needs. Caleb has traveled internationally a number of times and looks forward to these initiatives.