Client communication has changed.
With over two decades of experience as an accountant, I seamlessly navigate the realms of both traditional and tech-driven practices.
In the past ten years, there has been an impressive leap in client communication expectations, particularly pertinent to the realm of Self-Managed Super Fund aka SMSF outsourcing. This shift is not limited to just clients; harking back to my earlier days, contacting someone before 9 am or after 7 pm was deemed intrusive. Any communication after 7 pm was reserved for critical emergencies. Contrastingly, today's landscape sees people receiving text messages at all hours, spanning a wide array of topics.
Casting a retrospective gaze to the year 2000, our firm struggled with basic email functionality. Carrying a mobile phone in your suit pocket, enabling constant connectivity, was a futuristic notion. Furthermore, daily business attire mandated suits as the norm.
For the present moment, let's hone in on communication via phone and email, especially in the context of SMSF outsourcing. Email connectivity was rudimentary, mobile phones were a rarity, and client interactions were channeled through reception or physical visits.
Fast-forward a few years, and the advent of the BlackBerry reshaped the landscape drastically. This compact device proved to be a game-changer for everyone involved in SMSF outsourcing. It streamlined work-related emails, thanks to its efficient QWERTY keyboard, facilitating quick responses regardless of the time or place.
However, this leap also brought forth its share of benefits and challenges within the SMSF outsourcing arena. On one hand, it facilitated real-time responses irrespective of the hour or location. On the flip side, it also nurtured the expectation and pressure for instantaneous replies, especially within the realm of SMSF outsourcing.
Even I was not immune to this phenomenon. Sending an email at 1 am on a Saturday from the gaming floor of Crown Casino to address a swift query was a memorable instance. Thankfully, my client Ian Grant, who helmed the Silver Star Ski Resort in Canada, found it quite amusing. This scenario underscored the evolving dynamics wherein clients could reach out at their convenience, circumventing the conventional mode of landline calls and receptionist intermediaries.
Communication has now become perpetual, consequently fueling an ongoing juggle between maintaining productivity and achieving a healthy work-life balance within the SMSF outsourcing domain.
While I'm an ardent advocate for harnessing technology's prowess to elevate efficiency, I also exercise prudence to avoid becoming enslaved to my phone – a sentiment I believe resonates within the context of SMSF outsourcing. Our profession rarely warrants the urgency akin to delivering babies or responding to crises. Most aspects of accounting, including SMSF outsourcing, seldom demand immediate attention that would prompt clients to initiate contact during a serene Saturday morning sports event.
To strike an equilibrium, I've adopted certain practices. Notifications on my mobile device are diligently silenced – rest assured, it's a far cry from a BlackBerry. My phone's ringer is consistently muted, permitting only the most critical matters such as family concerns, school-related matters concerning my children, and specific client calls to filter through. As a compromise, clients exploring SMSF outsourcing are empowered to schedule meetings through my online calendar, all while adhering to their schedules and preferences.
Taking a more radical step, I'm earnestly contemplating the acquisition of a basic phone devoid of email or internet capabilities. This measure, spanning from 5 pm on Friday to 9 am on Monday, would definitively eliminate any possibility of emailing clients during unconventional hours, nurturing a milieu conducive to crafting more contemplative responses.
My name is Kane Munro, and if you're keen on delving further into subjects germane to accountancy, particularly within the realm of SMSF outsourcing, I welcome you to reach out. Additionally, you can explore my involvement in outsourcing and my ongoing endeavors by visiting www.activeoutsourcing.com.au, where the world of SMSF outsourcing unfolds.