I had a call with a GoProposal member this week, and they were really excited that they’d just quoted a new client, and the proposal had been signed.
However, once they got into their records properly, they realised they had massively underquoted this client.
Now, they really want to do their best for the client, deliver the best service they can, give as much value as possible.
But now they’re in a tricky situation, because they can’t, and unless they want to work for this client making no profit whatsoever, they need to have a difficult conversation.
I explained that the way we need to position this conversation, as always, is with complete honesty.
We need to go back to the client, and explain that when we started this relationship it was our intention to work together for the next 10 years.
I would let them know that we want to be able to deliver the highest level of service possible to them, so that they absolutely love us. HOWEVER, what we’ve got into will not allow that to happen, because we are already doing a significant amount of work more than what we’ve originally quoted. And it’s only going to get worse.
I’d then explain that we respect this relationship too much to allow that to happen. And that we would rather part ways right now, than allow this to deteriorate anymore.
So we’d hold our hands up. Explain that we should have discovered more. We should have done a much more in depth look at what was actually going on in their business, but either way we can’t carry on.
The accountant in question then had this conversation with their client. This was the result:
Does this happen often in your accountancy business? If so, what would you do?
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