For public accountants, time is money. Yet many find themselves constantly giving away expertise and advice for free.
Quick queries, scoping calls or informal opinions may seem harmless on the surface but can quickly eat into your precious time, and your bottom line.
“By the time you’ve read the message, thought through the scenario and replied, you’ve lost 20–30 minutes,” says accounting practice coach and consultant Amanda Gascoigne.
“I’ve crunched the numbers with accountants across the country, and it’s not uncommon for practitioners to be losing anywhere between $50,000 and $100,000 annually in unbilled advice.”
Lost revenue is just one cost; these small tasks also disrupt flow and increase stress, especially if they lead to working after hours to keep up, she adds.
Fortunately, there’s a better way. Here, Gascoigne shares practical advice and tools to help you set boundaries and earn what you’re worth.
Switch to value-based pricing
Gascoigne recommends ditching hourly rates for a value-based pricing model with a clear service menu, enabling you to package services for your clients based on what they require and how often.
“Offering tiers like Basic, Gold and Platinum is a great approach for accountants wanting to create more value-driven packages,” she says.
“You could also consider structuring pricing depending on whether the business is micro, small, medium or large.”
Set boundaries — with grace, not guilt
Gascoigne says you can absolutely be kind, empathetic and commercial all at the same time. But setting boundaries is key.
“In practice, I included six 10-minute phone or email consults in my business clients’ annual packages, factoring them into the price at my hourly rate of $385 (including GST). If more were needed, I adjusted the package.”
She explained to clients that while she was always available to help, she aimed to empower them to manage their affairs independently rather than calling her team every time a question popped up.
“This small boundary had a huge impact. Clients thought twice before calling, and respected our time,” she says.
For individual tax return clients, she clarified in her firm’s engagement letter that additional fees would apply for other matters throughout the year.
“It sets the expectation early, reduces awkward conversations later, and reinforces the value of advice.”
When ‘quick questions’ aren’t quick, use a script
When someone emails or calls with a ‘quick question’ that isn’t, Gascoigne suggests using a professional and approachable script such as the following:
“Thanks for getting in touch. Amanda would be happy to help, but this requires a little more than a five-minute chat. To give you accurate and considered advice, we’ll need a bit more context and time. Let’s book a consultation so we can cover everything properly and make sure nothing gets missed.”
Ask them to bring relevant paperwork and a list of questions they want to address, adds Gascoigne. Then provide your hourly fee, adding you’ll offer a clear estimate upfront if additional work is required.
“This process eliminates those on-the-spot ‘quick answers’ that could come back to bite you and filters out those who were never planning to pay,” she says.
“It also enables you to focus on clients who value your time and expertise.”
“It’s not uncommon for practitioners to be losing anywhere between $50,000 and $100,000 annually in unbilled advice.”
Amanda Gascoigne, Accounting practice coach and Consultant
Use tools to protect your time
You don’t need to be the sole gatekeeper of your time; tech can do the heavy lifting, says Gascoigne.
She suggests:
- Meeting schedulers (like Calendly or Acuity) to help you set rules around availability, appointments types and chargeable sessions.
- Email autoresponders to guide clients to helpful resources and remind them of your processes.
- CRM systems to track conversations and help you monitor scope creep so you can flag when it’s time to renegotiate.
“These tools reduce decision fatigue, help you stay consistent, and make boundary-setting feel normal, not personal,” she says.
Turn ‘free advice’ into monetised services
If you’re frequently answering the same questions, it’s a golden opportunity to create assets that people need, says Gascoigne. These can include FAQs, factsheets, explainer videos, or even an entire resource library.
For last-minute or urgent requests, charge a premium, she adds.
“This reflects the need to reprioritise other work or potentially work overtime, which is entirely reasonable and common in other industries.”
For example, if a client needs interim financials for a bank loan approval within 48 hours, you could offer a standard turnaround (five business days) at the normal fee, or an urgent turnaround (48 hours) with a premium fee of 20 to 50 per cent extra.
“This approach also ‘tests’ how urgent a request really is. Faced with a premium fee, clients often reconsider whether it’s truly urgent or if it can be scheduled more routinely,” adds Gascoigne.
Celebrate being smart, commercial and sustainable
Gascoigne believes every accountant deserves a practice that’s profitable, purposeful and aligned with their values.
“These kinds of strategies allow us to continue supporting our clients without sacrificing our own wellbeing and financial security,” she says.
“When you respect your time, your clients will too.”
