The Balancing Act of Setting Boundaries With Clients

Joey Santos-Jones

"Do you lead your clients or do they lead you?" 
 
That's the question Melissa Terito, CPA, posed to attendees in her Oct. 23 session at the 2023 TPA Growth Summit inside the 2023 ASPPA Annual Conference. 
 
How are TPAs balancing the high-wire act of balancing professional boundaries with clients while still managing a business? For many, it's a struggle but Terito has a plan for them that starts with creating an "ideal client profile."
 
While everyone's "ideal client profile" will be slightly different, Terito stressed the biggest thing you can do is "write down" what client would be most desirable for your products and services and solicit feedback from your team to confirm the characteristics. 
 
Terito detailed some characteristics of her "ideal client profile," and it starts with the respect they show your team, paying invoices on time, following your guidance and their long-term potential. "But more than anything," Terito explained, it's about "setting expectations for clients." It also means that you may need to have "hard conversations" about your newly established boundaries with legacy clients.
 
"If you have set expectations for clients and they are not following them, that's not okay," Terito described when it's time to "fire" a client. Reasons for deciding to "fire" a client could be from disrespecting your team or acknowledging the "stress a client puts on them." 
 
Some expectations the session listed for clients included:

• Data submission requirements–charge late fees 
• Deadline requirements–funding, filings, notices, etc. 
• Bill for additional services outside of scope

 
Terito explained that business owners ultimately can decide on the leeway they give clients and when action needs to take place but always "be consistent" and "be transparent with your team." Without out inconsistently, it will lead to confusion amongst clients and your teams. 
 
What actionable steps should participants take away?  

• Create an ideal client (or client profile) 
• Fire clients that do not fit (I know it's hard but you can do it!) 
• Set expectations on the front end
• Hold clients accountable 
• Stand your ground

 
The session concluded with Terito stressing that business owners ultimately can decide on the leeway they give clients and when action needs to take place but always “be consistent” and “be transparent with your team.” Inconsistently will lead to confusion amongst clients and your teams, Terito concluded.