Teamed with your technical skills, the ability to communicate well with your clients will help you to develop the kinds of long-term relationships that bring a consistent income, referrals and a strong reputation.

“Numbers may be your thing, but conveying their meaning in a way that resonates with your clients is sure to enhance your success,” says Leah Mether, communication and soft skills specialist and author of Soft Is The New Hard: How to Communicate Effectively Under Pressure.

“That’s as true for an accountant running their own small business as one working in a large organisation. Whether people are looking for a financial services provider or a plumber, they’re far more likely to choose someone who listens to what they’re saying and speaks to them in a way they understand.”

Clarity, curiosity and kindness

It’s easy to believe that people with strong communication skills are somehow different from us – that they were born with a special gift. In fact, many articulate and confident communicators were once shy and tongue-tied.

“Whatever your personality, status and education, you can learn to communicate well,” says Mether.

She believes that clarity, curiosity and kindness are the fundamental principles to follow.

“Clarity goes hand in hand with simplicity,” she says. “As Einstein said, anyone can make something complex. The skill is taking the complex and making it simple.”

The more curious you are, the more you’ll learn about the things your clients care about most – their lives and ambitions, as well as their business – so you’ll be well placed to help them achieve their goals. As for kindness, Mether stresses it’s very different from being nice.

“It will sometimes mean telling your clients truths they would rather not hear,” she says. “For example, you could make a client happy in the short term by helping them to secure a large loan. However, it would be kinder to tell them that, given their current situation, the benefits are unlikely to outweigh the risks in the longer term.”

Not everyone thinks like an accountant

Facts that are clear, logical and obvious to you could be incomprehensible to some of your clients.

“They may not tell you they don’t understand because no one wants to look dumb,” says Mether. “That doesn’t make for a good relationship.”

The key is to present the facts in a way they can understand.

“Communications should always be centred on the client, not ourselves,” says Mether. “When you need to convey important information, try putting yourself in their shoes before you settle on a way to present it. People who think visually might prefer graphs and charts. Others might respond best to a written explanation or taking notes while you talk.”

Facts and figures will also mean different things, depending on the outcome each client is hoping for.

“Seeing people as individuals will help you to tailor your communication to their needs,” says Mether.

Accept personal responsibility

Mether believes that accountants should be willing to take personal responsibility for how they communicate and behave, regardless of those around them.

“That’s not to say you should accept other people’s bad behaviour,” she says. “The crucial point is that you can always choose how you respond to an angry or unhelpful client – and you can often influence others by modelling the behaviour you expect.”

On the positive side, an unsatisfactory meeting can provide an invaluable learning experience.

“Afterwards, take time for self-reflection,” says Mether. “Ask yourself whether there’s something you could do differently next time. For example, did you talk too much or not listen carefully enough? Were you rushed or in the wrong frame of mind?”

“You’ll never be able to tick communication skills off as ‘done’. Every client is different, so you’re bound to find it easier to connect with some than with others and no-one gets it right every time. We all need the humility to accept that we never stop learning.”

A way to protect your future

As clients become more sophisticated and their expectations evolve, technical brilliance is no longer a guarantee of success.

“Effective communication and emotional intelligence set us apart from the robots,” says Mether. “Harnessing these will help us to futureproof our careers and stay relevant as technology continues to advance.”