QUESTION: I have had a client for 12 years and until recently he has been a pleasure. For the last year he seems to be overly complaining about the fees and has fallen behind in payments. He is not hurting for cash so it is not a money issue. What can I do to get the relationship back on track?
RESPONSE: I spoke at great length with the CPA and it seems that the client has been taken for granted and the accountant has dropped the ball. Calls and emails were no longer returned quickly, an extension was filed this tax season for the first time in years, a long-term staff person left so was replaced, and since client started to complain the partner hasn’t been so anxious to interact with him. Also the CPA told me that the work has settled into a routine and nothing much has changed in years “so why should the client be upset now?”
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