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How to be a perfect client (or what your accountant wishes you would do differently but is too polite to say...)

How to be a perfect client (or what your accountant wishes you would do differently but is too polite to say...)
Thursday, July 27, 2017

Us accountants have a reputation for being quiet, unobtrusive types – and that’s pretty true most of the time; we like to get things done with a minimum of fuss, and we hate it if a client is unhappy or worried about anything at all. But sometimes there are things clients do that makes our job 10 times harder, and we can be pretty bad at just saying that outright – instead favouring the “oh well, I’ll just work over the weekend to fix that, then” approach. We know that you, as a client, aren’t doing that on purpose, so here’s our handy list of how you can make yourself our absolutely favourite, top of the list, client to work with (and hopefully save a few accountants from impending heart attacks at the same time!)

  1. Talk to us: if you have plans to buy some new machinery, employ someone else, sell your business – make an appointment and come and talk it through with us first. Very often we can point you in the right direction, suggest contacts we have who will be able to help you, or make sure that you’re aware of all of the implications of any decision you make. A quick chat can save a lot of unpicking later down the line.
  2. Give us some warning about mortgages: it’s very likely if you’re applying for a mortgage or a re-mortgage, your lender is going to contact us and ask for a reference, copies of accounts and/or very specific copies of your personal tax information in a format that needs to be ordered from HMRC (SA302s). Moving house is really stressful and being held up because you’re waiting on paperwork is no fun for you, or for us if we’re not prepared for it. If you can let us know in advance if you’re thinking about an application, we can pre-order those SA302s, and put your accounts production into our urgent workflow, so that we can help you as quickly as possible.
  3. Pay your bills on time:  no one likes to chase for money, and we can’t work for free! To ensure continued service, if you can pay your bill by the due date, or set up a Direct Debit so you don’t have to remember, then we don’t have to stop and start work for you, and you get the best service possible.
  4. Help us to help you: let the person who answers the phone or your support chat know as much about what you need help with as possible – it’s really likely that anyone on our team will be able to answer your query, or direct it to the right person more easily if they know exactly what the issue is. There’s also lots of help on our website where we’ve got answers to our most frequently asked questions such as “How do I pay my tax bill?”
  5. Use our Urgency code:  Red, Amber, Green – in your email headers: by tagging your messages it helps us to know how important it is and how quickly you require a response. For really urgent messages, the best contact is always by phone directly to the office on 01235 768561. If you need a fast response to an email, always copy
  6. Complete a change request if you want to change the services that you get from us – this is just a really short form but it ensures we all know what is expected, and how much it is going to cost. This can be for any new service such as becoming VAT registered, or moving from a 5 employee payroll package to a 10 employee package. If you’re in any doubt, just call the team and we can fill it in with you.
  7. Open your post! If HMRC or Companies House are writing to you, we probably want to know what they’ve said – a quick scan or picture on your phone of any letters you receive will keep us in the loop and let us help you if there are any problems.
  8. Give us feedback: we send out client questionnaires by email and there’s a link to one here:  - it really helps us to improve if you let us know what we’re doing well, or not so well.
  9. And lastly - bring us chocolates and you'll always be at the top of our favourite clients list!
If you want to talk to an accountant who is always looking to build better relationships with their clients, give Panthera a call on 01235 768561


For us, there is nothing better than a happy customer. Here are just a few that let us know how much we mean to them.

Pete Dungey

Simple, efficient and most importantly, hassle-free.

We found Panthera via our search for a Xero expert. We knew the software we wanted to use, and needed a forward-thinking accountancy partner who could get us up and running, and teach us the ropes moving forward. Tory and her team have always been on hand to answer our questions, and help us to grow as a business, particularly during periods of big change, such as becoming VAT registered. They are always on hand to alleviate any concerns and help to keep our records in order, which makes our year-end accounts an absolute breeze! Being based in Bristol, our relationship is entirely email based, alongside one consolidation meeting at year end - this keeps things simple, efficient and most importantly, hassle-free.

Pete Dungey | Kaleido Grafik Limited
Anita van Eijndhoven

Talk Our Language

The support and service we receive from Panthera Accounting is very good. Everything from regular meetings, a prompt e mail response and the transition of our Xero software (which we find very pro active indeed) has and is all remarkably efficient. We find Panthera talk our language and make any process as painless and easy as possible.

Anita van Eijndhoven | Quidne-IT
Ash & Tim Lane

Panthera brush aside the stereotype of the typical accountant

We got in touch with Panthera Accounting by way of a recommendation; we haven't looked anywhere else since. They are an extremely professional yet relaxed group of people. We were slightly daunted by the idea of accountants but Panthera brushed aside y the stereotypes. They are very understanding when answering any questions we may have. They are completely efficient, offer sound business advice, and are fantastically priced. We will continue to recommend them.

Ash & Tim Lane | Starveacre Fencing
Jayne Johnson

An Asset to my Business!

The whole team at Panthera are great! Working with them has been a huge support to my growing business. They help me to understand the numbers I need to know. They give me technology solutions like Xero so that I can process things quickly and have access to my own figures. They are quick to reply, highly knowledgeable, nothing is too much trouble and as well as making sure that everything is compliant and on time, they are enthusiastic, professional and fun to work with.

Jayne Johnson | Better People
John Baker

Absolute joy - they provide a first class service on every level

Working with Tory and the team at Panthera is an absolute joy - they provide a first class service on every level; from simple Xero issues through to more complicated tax enquiries, they’re always on-hand to help me get it right. I’m certainly not their biggest customer, but I’m always made to feel like their most important one.

John Baker | BKR Solutions
John Castle

Professional and Friendly

I would like to say that Panthera Accounting have helped me with my business accounts for more than 4 years now. They have consistently offered an excellent competitively priced service that works both professionally and in such a friendly way that I would highly recommend them to everyone considering using their services.

John Castle | Ilexanna Limited & Birch Castle Homes Limited
Jonathan Morrison

They are always there to answer queries and sort out issues

I had been with Mr Dunn for 20 years when upon his death Panthera took over the business. They now play a bigger part in the running of my business, they do all the stuff that has to be done but I don't like doing ie book keeping, VAT, wages, and returns. They are always there to answer queries and sort out issues and make sure all Tax deadlines are met. Their costs are fair, service is great and I have and would highly recommend them.

Jonathan Morrison | Wallingford Builders
Pippa Scott

Professional, friendly and personal service.

Panthera Accounting have gone above and beyond the call of duty to guide and support our Company. They offer a professional, friendly and personal service that can take the stressful and sometimes frightening feelings out of running a business. They have guided us through the working of Xero and have offered “teaching sessions” on the day to day running of the accountancy package. Our only regret is that we didn’t join their team earlier.

Pippa Scott | Scott's Commercial Services Limited
Sara Southey

Panthera puts the personal back in to accountancy!

Tory and her team have provided a friendly, approachable and helpful service from the start. They have delivered a quality service, above and beyond anything I could have expected. Panthera, with the help of the Xero package, have taken the stress, strain and confusion out of managing my company and personal accounts. I look forward to working with them for many years to come.

Sara Southey | Bluestones Garden Design
Tracey Miller

Panthera are fantastic.

Panthera are fantastic. Always professional, going the extra mile for their clients and delivering superb service. I recommend them all the time to my clients.

Tracey Miller | Bigger, Brighter, Bolder BBB


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  1. We jump on a quick call to create the perfect service package for your business
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