Boundaries are essential to a successful accounting practice. They enable you to ensure work-life balance and avoid burnout, while delivering a high level of service to all your clients.
We speak with Coco Hou, managing director, Platinum Accounting Australia, and Dr Amanda Ferguson (MAPS), organisational psychologist and founder of the Psych for Life podcast, and, about how to establish and protect boundaries – even when it is difficult.
Why might accountants find it difficult to set and keep professional boundaries?
Smart phones, the Internet and digital communication tools have brought many benefits – from flexible working to reducing the costs of running a business.
However, they have their drawbacks, particularly when it comes to setting professional boundaries.
Coco Hou, Managing Director, Platinum Accounting Australia
“In an era of instant gratification, clients – especially digital natives – expect constant accessibility and immediate responses,” Hou says.
For accountants, it can be difficult to ignore such expectations. “Accountants feel compelled to meet client demands promptly – they feel a high level of responsibility and concern,” she says.
“Remote working can lead to extended hours, affecting personal time. For example, where clients have direct contact numbers, accountants feel obliged to take calls outside business hours.”
On top of that, when working with SMEs, the line between a personal relationship and a business one might be more difficult to discern than with bigger businesses.
Dr Amanda Ferguson (MAPS), organisational psychologist and founder of the Psych for Life podcast
“SMEs are typically more personal in the way they run their businesses – positively and negatively,” says Dr Ferguson.
“They often blur their own boundaries and may assume others will too. Accountants [who work with SMEs] can be tempted to give too much.”
This blurring may be intensified during periods of economic uncertainty, such as that of the past few years – marked by high inflation, rising interest rates and exploding rental rates.
“Some clients rely [too much] on their accountants for frequent advice, especially when they’re experiencing [financial] difficulties,” Hou says.
The good news is that accountants struggling with boundaries can put themselves in a better position by taking a few simple steps.
Step one: start as you mean to continue
“Be friendly and approachable but start your job – or [restart with a client] – as you mean to continue, with boundaries up front,” Dr Ferguson says.
“Make decisions about what’s acceptable and what’s not – when and how you’ll bend, and when not.”
Step two: establish clear guidelines
Crucial to starting out right is establishing guidelines.
“It’s essential to set up a framework around engagement and communication,” says Hou.
“This helps to address expectations, and support clients, with a clear understanding of your availability and service offerings.”
Hou advises setting communication guidelines that define your working hours and preferred contact methods, and to write detailed engagement letters that outline your services, response times and communication expectations.
It could also be a good idea to educate clients about the reasons for your approach.
“Inform [them] about the importance of scheduled consultations versus ad-hoc queries,” Hou says.
Step three: decide how you’ll respond if a client oversteps the mark
Rather than waiting until a client violates agreed-upon boundaries, then reacting in the moment, plan what you’ll do in advance.
“Decide what your responses will be to unacceptable situations,” Dr Ferguson says.
“This is usually done based on ‘critical incidents’ – or case scenarios.
“For example, someone resists letting you end a phone call or a meeting. Next time, set a concrete time slot for any discussion or meeting, and make it clear at the beginning.”
Step four: use technology for good
Just as technology has the potential to corrupt your work-life balance, it can also help you keep your boundaries on track.
“Leverage technology for efficiency, by using client management software to automate responses and manage tasks,” Hou says.
“Use scheduling tools, like Calendly, to plan and control consultations.”
Step five: find a mentor who’s a boundary ninja
You don’t need to reinvent the wheel. You’re not the first accountant to have struggled with boundaries, and you won’t be the last. Find someone who’s mastered theirs – and learn.
“Identify good role models or mentors who display good boundary management,” Dr Ferguson says.
“Ponder on, or ask them about, their cognition behind their ability, attitude and behaviour. For example, how must they be thinking when they display this?”
#Step six: remind yourself (frequently) of the why
Remembering why you are committed to setting boundaries can help you to be strong when a client is being pushy.
“[Remember] the importance of learning this work-life skill and protecting your work-life balance and avoiding burnout,” Dr Ferguson says.
“Respect yourself, your reputation and your professionalism.
“Work is not personal – indeed, ‘It’s business, not personal’ is a good mindset and reminder to tell ourselves.”
