One reason new clients come to Around Finance is straightforward: they want an accountant who responds.
They have a question, they send an email, and then they wait. Sometimes they chase. Sometimes they make the decision themselves because the business cannot wait any longer.
I understand why this happens inside an accounting firm. That does not make it a good experience for the client.
Why accountants struggle to respond
Accounting work comes in peaks. Returns, accounts, payroll and client questions all compete for the same people’s time. During busy periods, an accountant can be working flat out and still leave someone waiting.
Some questions also need more work than the email suggests. A short message about a transaction might need documents, research or input from somebody else before a useful answer is possible.
The mistake is waiting until all that work is done before saying anything.
You should know that your message has been received, who is dealing with it and when to expect the next update. An acknowledgement is different from a completed answer. Both matter.
We have had to work on this ourselves. It takes changes to how the firm runs, as well as asking people to answer emails faster.
We plan for client conversations
We plan our work quarterly and keep our client pods small. Part of that planning is leaving room for questions and the things that crop up in a real business.
An owner may need to discuss a hire, a supplier problem or a change in trading. Those conversations cannot all be predicted at the start of the quarter.
If every available hour has already been allocated to producing accounts and returns, the team has no room to deal with them. The client experiences that as an accountant who is always too busy.
We need time to do the scheduled work properly and time to talk to the people whose businesses we are working on.
One person owns the reply
Copying several accountants into an email can feel like the safest way to get an answer. It can also leave several people reading the same conversation without anyone clearly responsible for replying.
Our standard is one owner for the client conversation. That person brings in colleagues where needed and comes back to you. If the answer is waiting on somebody else inside Around, following it up is our job. You should not have to chase between departments.
We also distinguish a reply from a piece of work. If the question needs investigation, it needs to be scheduled and followed through. Leaving it in an inbox is how a message gets read several times without moving forward.
If we need more information or a separate piece of advice needs to be scoped, we should tell you. You should not be left guessing why the answer has stopped.
We should make the paperwork easier
There is another part of this that accounting firms need to take responsibility for.
Chasing paperwork can become a job in itself. A supplier invoice is in the owner’s inbox. A receipt is on their phone. A document is in a shared folder. Somebody asks for it again even though it was sent last week.
The owner ends up acting as the go-between for their own finance function.
We connect email and file storage where appropriate, and use document-upload apps to make collection easier. Our bookkeeping standard is clear: before asking the owner, check the agreed inbox, folders and systems we have access to.
If an invoice is already there, we should find it. We should not be asking you to find a copy of our own invoice.
Where something genuinely needs your input, the request should be specific. “We are missing your September bank statement” is useful. Another generic checklist leaves you to work out what we actually need.
If the same query comes up every month, we need to fix how that information reaches us. Sending another reminder is not much of an improvement.
That takes some setup and cooperation. We need the right connections, access and upload habits. Getting finance off your desk includes doing what we can to get you out of that admin loop.
It has to work both ways
We will make room for questions. We also need clients to respond when their input is holding up the work.
If we agree a slot to prepare your accounts and the information does not arrive, we have to move on to another client’s work. When you come back, the job goes back into the queue. We cannot always pick it up immediately.
Keeping the original slot open indefinitely would mean delaying somebody who supplied what was needed on time.
We should make the missing items and the effect on delivery clear, and follow up on our request. Sending a checklist does not finish our part of the job.
If a deadline is at risk, we need to discuss it promptly and agree what can be done. Moving a job in the queue is not a reason to leave that risk unexplained.
The same applies to new requests. Bringing us into a transaction a minute before midnight limits what we can do. If you are about to sign something or make a significant commitment, tell us while there is still time to help.
And if the business is under pressure and you cannot get something to us, say so. We can have that conversation. Silence leaves everyone trying to plan around information they do not have.
Some things still need the owner
We can collect records, prepare work, explain the figures and bring an issue to your attention. We cannot remove every decision from the business owner.
Tax figures need your review and confirmation. Accounts need to be approved and signed where required. Questions about what happened in the business may need an answer only you can give.
Our job is to make those requests clear and manageable: what needs your attention, why it matters and when we need it back. Your part is to review it, answer or tell us there is a problem.
That is the relationship we want. We take as much of the routine administration off your desk as we can. You stay involved in the decisions and approvals that belong to you.
What you should expect from us
You should expect a prompt response, a clear person to deal with and an explanation when something needs more time.
You should also expect us to ask for information early, make collection easier and tell you when missing information changes the timetable.
In return, we need timely answers, the agreed records and enough notice to do the work properly.
If that is the kind of accounting relationship you want, read about our monthly accounting support or book a Finance Fit Call. We can discuss what is frustrating you now and how the work would run with Around Finance.
If you are already considering a move, our guide to changing accountants in Ireland covers the handover.
Frequently asked questions
Why is my accountant not replying?
Workload, peak periods, unclear ownership or a question needing investigation can all contribute. You should still receive an acknowledgement and know what happens next.
Does a quick response mean an immediate answer?
No. Some work needs research, documents or review. A prompt response should establish who is handling it and when you will hear more.
What happens if I send information late?
The work may need a new slot. Ask for a revised timetable and discuss any deadline risk straight away. Do not assume the original delivery date remains achievable.
Can Around Finance collect documents without me forwarding everything?
We use appropriate email and file-storage connections and upload apps to reduce manual forwarding. The setup depends on your systems, and some queries will still need your input.
Do I still need to approve accounts and tax work?
Yes. We prepare and explain the work, but you still need to review and provide the approvals or confirmations requested for your business.
What if a deadline is approaching and I cannot get a response?
Contact the firm directly and ask who owns the work, its current status and what remains outstanding. If you cannot establish the position, seek help promptly. Our handover guide explains what to consider if you change firms.
