Time flies – it’s already been nearly two weeks. At TAXarena Hamburg, I had the opportunity to speak to a number of tax advisers who are in the process of setting up their own practices or have already done so. Among other things, our discussions centred on how the issue of procedural documentation can be addressed right at the start of a partnership between a client and a practice.
I can’t really say much about it. However, I do keep asking myself why procedural documentation isn’t mandatory at the start of such a partnership – particularly during onboarding. This might become clearer if we give the documentation a different name: „Client processes“, for example. After all, that is exactly what process documentation describes. And if you want to work as effectively as possible with a new client, you need to know more than just the nature of their business – namely, how they work. Or, to put it more fundamentally: how else am I supposed to determine whether I can – or indeed want to – work with the client at all?
I can only answer questions like these once I have gained a thorough understanding of the client’s processes. An ‘as-is’ documentation of their processes enables me to assess: Does the whole thing suit me? My practice? My team? Can I, or do I want to, work with this client in this way? Oooor does the outcome of the current-state documentation provide an (initial) consultation for the client to optimise their processes and adapt them to working with me at the firm? I wasn’t the only one at the trade fair who found this idea fascinating.
Process documentation as a prerequisite for collaboration
Incidentally, this brings us straight to the point: who actually pays for this? Quite simply: the client. After all, the client ultimately receives recommendations for action which, whilst also benefiting the law firm, but, above all, deliver tangible ADDED VALUE to the company: an overview of its own processes, ideas and recommendations for optimisation, and a foundation for collaboration with the firm that is efficient, convenient and empowering. A client is perfectly entitled to pay for all of this – and, in our experience, they do.
Oh, by the way, a grant could also be secured for the client by submitting an application to the BAFA, which takes just a few minutes. Which raises the question for me: if the client is not prepared to invest in such an essential foundation at the start of the partnership – after all, they will ultimately receive the procedural documentation for themselves, not for the firm – how valuable are they really to my firm?
I realise it’s all very well for me to say this. After all, I don’t run a law firm, I’m not a tax adviser, and so on. That’s why I’m genuinely interested to hear your views on this. What have your experiences been? Or would you like me to join you during your next client onboarding session and show you how quickly and easily you can create such valuable documentation? Either way – I look forward to your feedback.
Best regards from Hamburg
Paul
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