Blinding your clients with science

The other day I had a call from a lady who is running a small business. She wanted to hire me to explain the letters she received from her accountants, and translate the conversations she had with them. Clearly they were using technical terms all the time and not making any effort to ensure she understood what she was being told.

This poor business owner was embarrassed to tell her accountants that she did not understand. Plainly she was feeling intimidated by them and her relationship with them was poor.

Much as I would have liked to pick up some more fee-paying work, I just gave her some advice over the telephone. I suggested that she had two choices. Either she should insist on speaking to the partner at the firm responsible for her business to explain her discomfort so that she could have proper explanations of issues that she could understand, or she should change her accountant.

Not being an accountant (although often thought of as one) I could not act for her myself. I did advise the lady that I could suggest a couple of more helpful local accountants. I think she will go with one of them.

We can all adopt tech-speak and when talking to our colleagues, that is what we do. Some of us often forget that it is a foreign language to our clients. If we do not explain their issues simply they will not understand, and they may feel too embarrassed to tell us. As regards our future relationships, the clients may vote with their feet if we blind them with science.

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