In an era of client-focused services and the need for additional advisory work, accountants with well-crafted soft skills are better equipped to thrive in complex financial landscapes, foster positive client relationships, and contribute to the overall efficiency of their practice.

"Traditional accounting skills are no longer enough to stand out in today's competitive jobs market." - Singapore Management University.

The most successful accounting professionals are not only experts at their craft but are respected and trusted by their clients. Word of mouth is the most effective way to gain new clients; it's low cost, high impact, and only requires you to offer excellent service to the clients you already have - which you should already be doing.

Not only do you want to turn your current customers into advocates for your practice, but you'll also want to retain your current clients. As they grow their businesses, they will keep coming back to you with bigger and better projects.

The problem is that when accountants enter tertiary education, they typically don't receive any training on interacting with clients. Despite this, they will need to work face-to-face with people throughout their careers.

So, it's left up to the individual to upskill and branch out, which sadly doesn't always happen.

What are soft skills?

Soft skills can be thought of as people skills or interpersonal skills. Developing your soft skill set can be the cherry on top of your technical skills (hard skills), which are the technical know-how you have as an accountant. It's one thing to be an financial statement and reconciling wiz, but if you can't effectively communicate effectively with your clients, it's all for nothing.

If you're looking for someone who embodies both hard and soft skills, look no further than accountant and storyteller Heather Smith. Heather has built an empire on her bright personality and technical know-how. What draws new clients to her is how effectively she breaks down complex problems while adding her own colorful flair to the (sometimes dull) world of financial literacy.

Heather has also dived deep into the world of automation advisory. With a podcast, 10 books, and a long list of speaking events, she's turned automation software into a hot talking point. Seriously, if you're looking for someone with killer soft skills, you'll want to follow her on LinkedIn.

But in the meantime, we've compiled 11 essential soft skills for accountants to get you started.

Become an expert in problem-solving

Being an expert problem solver is all about the way you think. The longer you've been in practice, the harder it can become to think outside the box. I challenge you to step back from your current processes and way of solving client problems and ask yourself, is this truly the best way to do X?

Harvard business identified that we go through 5 stages when problem solving, defining the problem, generate solutions, evaluate solutions, pick a solution, and making a plan. During this process, get comfortable questioning why you do currently opperate the way you do, identify assumptions and brainstorm alternative ways you could be providing services to your clients.

Being flexible in your thinking will allow you to take on project management tasks that wouldn't typically go near because you can adapt your thinking to solve even the prickliest of problems. Remember, every "problem" can also be an opportunity.

Throw away the playbook, remain curious, and talk through problems with your clients to find the best path forward for their unique business. Your clients will appreciate your out-of-the-box solutions that they wouldn't get from going to a 'traditional' accounting firm.

Be clear in your client communications

Use simple, engaging language, avoid jargon and ambiguity, and provide relevant and timely information.

Remember, the most important thing isn't sounding smart. Slow down and ensure your clients actually understand what you're saying. You want them to leave meetings understanding clearly what you're going to be doing and why, without ambiguity.

Being clear will also allow you to pitch complex solutions to clients, have them understand your thinking, and trust your process. Plus, since they will have a good understanding of what you're planning to do for them, they will be able to ask insightful questions and provide better feedback. This allows you to understand and deliver on their requirements effectively.

Have top-notch time management

Time management skills are underrated. It's not about cramming or "working fast." Rather, it's about having insight into how long it actually takes you to complete a task of high quality and planning for this time in advance.

It's also about being honest with your clients and not overpromising. You'll be far better off giving a client a longer timeline from day 1 than overextending yourself and delivering a sub-par result or missing the deadline.

Use a tool to track your time; that way, you can see how long it historically takes you to deliver a given task or project. Here are some highly-rated recommendations for time-tracking software:

• Marvin
• Tick Tick
• Timeular
• Memtime
• Clockify
• Myhours

Or if you are looking for more powerful, project based time-tracking, check out our time-tracking features.

If you deliver on time, you'll build trust with clients and increase their perception of your professionalism. Overall, this will improve your reputation in the market and bring more clients to your doorstep.

Develop strong decision making skills

Taking time to assess the situation is the first step in becoming a strong decision maker. If you jump too quickly to a solution without properly listening to your client's requirements, you won't hit the mark and will need to return and start again. This won't be a solid start to your relationship with a new client.

Being a strong decision maker allows you to assess and pick your course of action without mistakes or flip-flopping. This will increase your client's confidence in your ability and save you time getting underway with your work for the client.

Great leaders earn the respect and trust of others by having conviction. This, however, doesn't mean bulldozing others' ideas. You can always learn and evolve your understanding of something, but be purposeful with what you commit to.

Actively listen to your clients

When your customers talk - listen. You'll be able to execute their project better because you'll understand their requirements, and they will feel valued and trust that you understand them.

Here are some quick tips to improve your active listening:

• Listen to the words they say and their body language.
• Don't interrupt them. Wait till they are finished to talk.
• Don't plan what to say next while they are talking; it's okay to hear them, pause, and then offer your thoughts. It won't make you look like you don't know what you're talking about; instead, it will show that you are considered with your communication.
• Ask questions to deepen your understanding. Your clients won't always be expert communicators themselves, so take the time to ask all the questions you need to fully understand their requirements.

Adopt a continuous learning mindset

Don't get stuck in old ways while the accounting profession is changing. To thrive, you'll need to continue to adapt and grow. It can be tempting to keep doing what you've always done, as it feels "safe." However, this approach is anything but safe. In fact, it's incredibly risky not to evolve with the industry.

Building on your skills will allow you to offer more services to your clients, which will both delight them and increase your revenue. What's not to like?

What often stops accountants from upskilling is that it seems unappealing to go back to some kind of school or training. Luckily, as someone already practicing accounting, it's easy to upskill yourself through other opportunities without subjecting yourself to classroom-style teaching.

One great, no-cost way to upskill yourself and increase your earning potential is to join a partner program. Software vendors typically offer mutually beneficial partnership programs because they have a product they want to be in front of the right people, and they are willing to pay for it. Accountants equally have clients asking for software recommendations and may not have tried any themselves or know where to begin offering advice like this.

It's no get-rich-quick scheme, but if you become a partner to a number of software options you genuinely believe in, it will benefit your clients and pay you commission at the same time.

Our Partnership Program

Become detail-oriented (obsessed)

It's the sum of many parts that creates the larger picture for your clients. If you aren't obsessing over the details for your clients, you'll be missing essential requirements or making mistakes you wouldn't otherwise make.

Being detail-oriented shows your clients you'll go the extra mile for them and deliver high-quality work. This will help clients build trust in your abilities.

Use a customer focused approach

If you're an accountant, customer service should be at the very top of your list of importance. Without your clients, there's nothing else.

Plus, with your mindset focused on your client experience, you'll naturally provide better service because you genuinely want the best for them. Giving top-notch customer service will turn your customers into advocates and help you compete against your competitors with services that actually put the customer at the center of your work.

"A focus on customers can drive sales: 93 percent of customers will spend more with companies that offer their preferred option to reach customer service, and 90 percent will spend more with companies that personalize the customer service they offer" - CX Trends 2024.

Sharpen-up your leadership skills

When you up your customer service game and your practice becomes inundated with new client requests, you'll want to be able to build a team of experts to help you manage the demand.

Working on your leadership skills will allow you to build and develop a passionate group of experts who can support your clients.

Here are some things you can do today to be a good leader:

1. Conduct regular check-ins with team members to offer support and address concerns.
2. Set clear, measurable goals to guide the team's efforts and focus.
3. Provide timely and constructive feedback on performance to promote growth.
4. Delegate tasks according to team members' strengths, empowering them to take ownership.
5. Encourage collaboration through brainstorming sessions and team meetings.
6. Lead by example with a strong work ethic and positive attitude.
7. Express gratitude for your team's hard work to foster a culture of appreciation.
8. Research completed by Yale, also identified those that energize others are 4X more effective at leading their teams. So maybe it is worth having that extra coffee?

If you're looking for a leadership masterclass, look no further than our article: Leading Through Growth with Jacob Lawrie.

Enbarce flexibility and adaptability

Flexibility and adaptability are all about being able to pivot quickly when unexpected challenges arise without losing your cool.

Whether it's a sudden shift in market trends, new regulatory requirements, or a client in a new industry, being adaptable means adjusting your strategies on the fly.

Equally important is the ability to gracefully embrace client feedback. Being open to constructive criticism and making the necessary adjustments will strengthen client relationships and enhance the quality of your work.

Gain the ability to build trust with clients

The significance of trust in business cannot be overstated. It serves as the cornerstone upon which lasting and meaningful relationships are built. Your commitment to honesty, accountability, and consistent communication forms the bedrock of trust with your clients.

The power of word-of-mouth, proven to be five times more effective than traditional advertising, highlights the impact your current clients can have on the growth and success of your business. Trust is a delicate yet formidable asset; it takes time to build, but its benefits are immeasurable.

If you would like to learn how to build trust with your clients, read our article on 25 ways to build and retain trust.

Soft skills deliver rock-solid results.

In conclusion, soft skills are increasingly important for accountants to thrive in today's complex financial landscapes. By mastering soft skills like problem-solving, clear communication, and time management, accountants can build stronger relationships with clients, increase their reputation, and contribute to the overall efficiency of their practice.

It's time for accountants to take charge of their professional development and upskill in soft skills to stay ahead of the competition and provide the best possible service to their clients.

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