In business, every client brings a unique approach, level of involvement, and set of financial goals to the table. Since launching my bookkeeping business two years ago, I’ve had the chance to work with a variety of clients. Some see bookkeeping as a basic necessity, while others value it as a key tool for growth and strategy.
Understanding these different client types—from hands-off Minimalists to highly engaged clients—has helped me tailor my services, communicate effectively, and manage time better. Recognizing these distinctions not only strengthens client relationships but also reduces stress in our work together.
Let’s dive into some common client types I’ve encountered and how I approach working with each one for a productive partnership.
Minimalist Clients
Minimalists are clients who want only the essentials. They view bookkeeping as a compliance task and typically avoid anything they see as “extra.” These clients appreciate simplicity and don’t express interest in insights or advanced services.
Pros:
- Require minimal reporting, making them low-maintenance.
- Approve standard procedures without needing additional details.
- Generally content as long as the basics are covered.
Cons:
- May overlook key financial information that could benefit their business.
- Miss opportunities for strategic planning.
- Often resist new processes, even if beneficial.
Avoidant Clients
Avoidants actively avoid their finances, often due to stress or lack of financial confidence. They might delay sending documents, ignore reminders, or show little interest in their numbers. Patience is the key when working with this type and they benefit from encouragement to engage with their finances.
Pros:
- Usually hands-off, granting autonomy over their books.
- Low expectations for communication, streamlining workflows.
- Flexible with suggestions and adjustments.
Cons:
- Tend to delay providing documents, leading to bottlenecks.
- Require extra encouragement to engage with financial data.
- Lack of involvement may lead to misunderstandings if issues arise.
How I Engage: Avoidant clients can be tricky. They’ll often go months without checking in, then suddenly need a financial update. I send monthly reports with a link to my scheduler for questions, which makes it easy for them to connect if needed. Reaching out to them from time to time just to check-in can also be helpful.
Reactive Clients
Reactives only engage with their finances when there’s an urgent need—usually around tax season or during a financial discrepancy. They’re typically last-minute communicators.
Pros:
- Highly engaged in urgent situations, making them responsive when needed.
- Motivated to resolve issues quickly.
- Often willing to pay for immediate or “crisis mode” services.
Cons:
- Lack of planning creates last-minute requests, adding pressure.
- Crisis-oriented, limiting long-term support opportunities.
- Frequently disrupts workflows, requiring prioritization over other clients.
How I Engage: I set clear boundaries and spell them out in the service contract. Since Reactives often delay addressing issues, I need to protect my time and prevent their “fire drills” from impacting my other clients, while ensuring that I provide the help they need.
Engaged Clients
Engaged clients are actively involved in their finances, viewing bookkeeping as a crucial tool for success. They regularly review reports, ask insightful questions, and use financial data to guide decisions.
Pros:
- Collaborate closely, creating opportunities for meaningful insights.
- Receptive to strategic services, like budgeting and forecasting.
- Regularly review reports, keeping books accurate and minimizing surprises at tax time.
Cons:
- High expectations for responsiveness, adding to workload.
- Require frequent updates and communication.
- May expect complex reporting or customizations, which can need extra resources.
How I Engage: While I think you need a mix of client types; I really like Engaged clients because they show you real-time appreciation (or criticism) for your services. I meet with Engaged clients monthly for 45–60 minutes to review their financials, answer questions, and discuss ways to improve performance.