Between answering clients’ calls about the latest regulatory changes, sitting in meetings that run over time and catching up on email after midnight, it’s easy for accountants to work around the clock.
The problem is that, if accountants don’t find a way to take regular breaks, they’re at high risk of burnout.
For those working with SMEs, a common source of overload is a lack of professional boundaries with clients. Business owners aren’t good at switching off – and too often assume their accountants are available at the same time.
That’s why it’s so important to set and keep boundaries from the outset. We speak with Colin D Ellis, a global workplace culture expert and author of Detox Your Culture, and Astrid Korin, a transformative executive coach, about how to do just that.
Why is setting and keeping professional boundaries challenging for accountants?
“Accountants often struggle with boundary-setting due to the intimate nature of financial information and the high stakes involved,” says Ellis.
This can make clients demanding, especially during periods of uncertainty, such as an economic downturn, or when deadlines loom.
Accountants are particularly sensitive to clients’ pressure because of their “service-oriented mindset”, says Ellis.
Korin adds, “Accountants’ dedication, while positive, can often lead them to overextend themselves and blur personal boundaries.”
Once boundaries become unclear, it doesn’t take long for clients to become dependent.
“Clients come to accountants for critical financial advice and support, [so they] expect accountants to be available for urgent matters, at any time.”
Issues can also arise when clients push accountants to compromise.
“Accountants must adhere to strict ethical guidelines and regulatory requirements,” says Korin.
“Balancing these demands with client needs can be tricky, especially when clients push for actions that might compromise ethical standards.”
However, although setting boundaries can be challenging, it is possible to reset your relationships.
“This is where the culture of the organisation plays a crucial role,” says Ellis.
“It can – and should – set out very clearly what the organisation values, then work with its employees how this affects day-to-day behaviours and cultural norms.
“Not only will this safeguard mental and physical health – specifically reducing overextension and burnout – it will stand as a unique selling point in the often cut-throat world of billable hour work.
“As the world shifts towards clients working exclusively with organisations that have vibrant, ethical cultures, the accountants that thrive will be those that put culture first, in order to put their clients first.”
Step one: define your boundaries
This begins with defining what matters most to you.
“Reflect on what you want for your life and what your core values are,” says Korin.
“Ask yourself what would truly bring you happiness in life.
“Is it building deeper connections with your children and spending more time with them? Is it cultivating your personal relationships by being present in the moment with friends?”
Once your values are clear, you’ll be in a good position to define your boundaries.
“For example, if a priority is being present in the moment with your friends to build deeper relationships, you may choose to switch off your phone outside business hours, [so you can] invest time – without interruptions,” says Korin.
“If [another] priority is providing clients with utmost care and service, [while] sticking to your professional and ethical standards, you [need] to be clear about what clients can and cannot expect from you, and what you expect from them.”
Step two: set out how you’ll communicate from the beginning
“Establish clear communication guidelines, including preferred contact methods and response times,” says Ellis.
“Stick to these consistently to clearly set and manage client expectations.”
One way to ensure you adhere to your guidelines is implementing a structured meeting schedule.
“Regular check-ins prevent constant interruptions and help maintain professional distance,” says Ellis.
“Ask the client whether they would like these meetings in person, virtual or by phone.”
Step three: outline what you will and won’t do – in writing
“Define the scope of work explicitly in contracts,” says Ellis.
“Clearly outline services provided and additional fees for tasks outside agreed scope.”
Word contracts carefully and in great detail, so that they set appropriate expectations, and won’t create confusion down the track.
“Ensure there’s no ambiguity that may be open to interpretation,” says Ellis.
Step four: use digital tools to your advantage
On one hand, working digitally can make you vulnerable to working 24/7.
On the other, the strategic use of digital tools can be invaluable in boundary setting.
“Use digital tools to automate routine client interactions,” says Ellis.
“This reduces unnecessary personal contact, and demonstrates [you’re taking] a contemporary approach.”
Step five: keep your boundaries top of mind
Once you’ve established boundaries and set up structures to maintain them, it’s important to keep them in focus.
If a client oversteps the mark, be prepared to stand your ground.
“Practice assertive communication,” says Ellis.
“Learn to say ‘no’ professionally when requests fall outside your role or agreed services. An organisational culture is defined as much by what it says ‘no’ to as it is by what it says ‘yes’ to.”
And remember that change doesn’t happen overnight.
“Sustainable change and setting personal boundaries is not a linear process – that’s all part of being human,” says Korin.
“We evolve over time and, often when life has us under the cosh, we fall back into old patterns.
“It’s important to remember why you set your boundaries and what you hope to achieve by having them, and keep yourself in check.
“As always, the process is simple, but the practice takes time and effort.”
