Working with difficult bookkeeping clients is something every bookkeeper experiences at some point.
Whether it’s a client who keeps changing their books after you’ve started working on them or someone who refuses to pay for additional work.
These situations can leave you frustrated and wondering what to do next.
How do you protect yourself, set clear expectations, and avoid doing unpaid work when a client unintentionally (or intentionally) complicates a bookkeeping project?
Let’s talk about real strategies for handling difficult bookkeeping clients, avoiding scope creep, and making sure you get paid for your time.
When Clients Make a Mess of Their Books
One of the most common challenges bookkeepers face is clients who “help” by making changes in QuickBooks after you’ve already started working.
Imagine this:
- A client hires you to clean up their 2023 books.
- Before you finish, they go into QuickBooks and start making changes to transactions from 2020-2022.
- Now, the balances you were working with are completely different, and your original scope of work no longer applies.
This happens more often than you’d think. And when it does, it creates a ripple effect—you can’t finish your work without first fixing the new mess they’ve created.
At this point, the client expects you to continue as if nothing changed, but that’s not fair to you.
This is a classic case of scope creep, and it can lead to hours of unpaid work if you don’t address it properly.
How to Handle Difficult Clients Who Cause Scope Creep
When clients unintentionally (or intentionally) make bookkeeping more complicated, you must be clear about boundaries and expectations. Here’s how:
Add Scope Protection to Your Engagement Letter
Your engagement letter should include a section that protects you from client-caused complications. For example:
- Define the period you’ll be working on – Example: “This engagement covers bookkeeping work for transactions dated 1/1/23 to 12/31/23.”
- Include a clause about changes made after work begins – Example: “If the client makes changes to previous years that impact the agreed-upon scope, additional fees will apply.”
- State that additional work requires a new agreement – Example: “Any work beyond the agreed scope will require a new proposal and pricing.”
If a client doesn’t agree to these terms upfront, that’s a red flag.
When a Client Goes Back and Changes Past Records
If a client goes into QuickBooks and starts making changes, don’t just keep working as if nothing happened. Instead:
- Pause work immediately.
- Review the audit log to see what’s been changed.
- Do a new diagnostic review to determine the full impact.
- Send an updated quote for the additional work required.
You don’t owe them free work because they altered things after hiring you. If they made the mess, they pay for the cleanup.
3. When a Client Refuses to Pay for Additional Work
Sometimes, a client might say:
“I already paid you. Why should I have to pay more?”
This is where clear communication is key. Your response should be firm but professional:
🚫 What NOT to say: “I guess I’ll just finish it for free.”
✅ What TO say: “The original quote covered only the 2023 records. Since additional changes were made, I’ll need to adjust the scope and cost before continuing.”
If they still refuse, do not continue the work for free. It’s better to walk away than to work without proper compensation.
How to Prevent Difficult Bookkeeping Client Situations
The best way to handle difficult bookkeeping clients is to set clear boundaries from the start. Here’s how:
1. Do a Diagnostic Review First
Never quote a price without first reviewing the books. A diagnostic review helps you:
- Identify all existing issues before starting.
- Set realistic expectations about the time and cost.
- Avoid surprises that lead to unpaid work later.
2. Put Everything in Writing
Before beginning any project:
- List every bank, credit card, and loan account you’ll be working on.
- Include a start and end date for transactions covered in the agreement.
- State that any additional work requires a new agreement.
The client may expect it for free if it’s not written in your engagement letter.
3. Charge for Additional Work Upfront
If a client messes up their books mid-project, send them an invoice for the additional work before continuing.
You can say:
“I can absolutely fix these changes. Here’s an updated estimate based on the additional work required. Once the invoice is paid, I’ll resume work.”
If they refuse to pay, do not continue working.
4 Common Mistakes to Avoid with Difficult Bookkeeping Clients
Here are a few things bookkeepers often do that lead to frustration:
- Mistake #1: Not Defining the Scope Clearly – If your engagement letter doesn’t specify dates, accounts, or limitations, clients will assume everything is included.
- Mistake #2: Continuing Work Without Payment for Additional Work – If you keep working without an updated quote, you’ll likely end up doing hours of unpaid work.
- Mistake #3: Assuming a Closing Date Password Will Stop Changes – A closing date password in QuickBooks is not foolproof. Clients can still override it.
- Mistake #4: Not Checking the Audit Log – Always check the QuickBooks audit log if things look off. It will show who made changes and when.
Final Thoughts on Handling Difficult Bookkeeping Clients
Working with difficult bookkeeping clients can be frustrating, but you can protect your time and income by setting clear expectations and being firm about scope changes.
Key Takeaways:
- Use an engagement letter that protects you from client-caused scope creep.
- Stop work immediately if a client makes changes that alter the project.
- Always do a diagnostic review before quoting a cleanup project.
- Invoice for additional work upfront before continuing.
- Be clear and professional when explaining extra charges.
Your time is valuable, and you deserve to be paid for your expertise. Setting boundaries early will help avoid frustration and ensure your bookkeeping business stays profitable.
How do you handle difficult bookkeeping clients? Join the conversation in Gentle Frog’s Bookkeeping Lily Pad Facebook group!
