Co zrobić gdy klienci przynoszą Ci za późno dokumenty? Myślisz o usystematyzowaniu pracy, różnych przypominajkach dla klientów i kontrolkach?
Usystematyzowanie comiesięcznych prac to jedno. Tu pomagają nam terminy, które trzymają nas w ryzach i często nie pozwalają pojechać na urlop przed 20. Praca w biurze rachunkowym zależy od dat. Najpierw ZUSy i listy płac, potem księgowania i wyliczenie PIT, VAT, wysyłka JPK. Chwila oddechu i zaczynamy od początku. Czasem jest ciekawszy miesiąc, bo trzeba przygotować bilanse czy zeznania roczne. Ale rdzeń pracy co miesiąc jest ten sam: LP, ZUS, PIT, VAT, LP, ZUS, PIT… czy to się kiedykolwiek zmieni?? Od prawie 20 lat pracuje w biurze rachunkowym i wciąż to samo 🙂
Tydzień przed dwudziestym
Może to dobrze? Mam wtedy takie złudne poczucie bezpieczeństwa, znam OGÓLNY plan, wiem jak MNIEJ WIĘCEJ będzie wyglądała moja praca w styczniu, w lutym i w każdym następnym miesiącu roku podatkowego. Ale od razu uprzedzam tych, którzy myślą, że to nuda, zero zaskoczeń i taka praca to śmierć za życia. Każdego, kto uważa, że w mojej pracy wszystko wiadomo z góry, nie ma zaskoczeń i nie ma czym się ekscytować, zapraszam na staż! Minie pół roku i pogadamy.
Wszyscy pracujący w biurze rachunkowym teraz się uśmiechają i wiedzą, o czym myślę i o co mi chodzi. I chyba większość z nas okres przed 20. kojarzy z ogromnym wysiłkiem, pracą po godzinach i w weekendy, wracaniem wieczorami do domu, brakiem czasu i sił na zabawę z dziećmi, gotowanie obiadu, ćwiczenia, czytanie książek, oglądanie Netflixa. Zmęczenie, zniechęcenie, wyrzuty sumienia – to są słowa, które opisują tydzień przed 20. Więc nic dziwnego, że szukamy rozwiązań jak sobie z tym wszystkim poradzić, bo zwyczajnie i po ludzku mamy dość. Nie tak sobie człowiek wyobrażał życie zakładając biuro rachunkowe, nie po to zwalniał się z etatu i szedł na swoje, by harować od rana do wieczora, ciągle prosząc klientów, by szybciej dostarczali dokumenty, ciągle przypominając im za pomocą maili, smsów, telefonów, że już 18., termin PITa za dwa dni, a oni jeszcze nie dali dokumentów! Potem szybko, 19. trzeba wszystkich zaksięgować hurtem, bo w końcu jest komplet, trzeba zamykać miesiąc, przecież jutro jest termin PITa i klient musi zapłacić zaliczkę na podatek!
I za miesiąc to samo. I w następnym miesiącu też. Jak to zmienić? Co można zrobić?
Umowa lekiem na całe zło
Pierwsze co przychodzi mi na myśl to umowa. Dobra, porządna umowa na obsługę księgową, którą biuro podpisuje z klientem. Nie jakaś tam znaleziona w Google, pisana na kolanie. Umowa to dokument ustalający zasady między biurem a klientem, pokazuje ich prawa i obowiązki, tłumaczy co się dzieje, gdy któraś ze stron (np. klient) nie dotrzymuje warunków umowy (np. nie przynosi dokumentów na czas). Co wtedy się dzieje? Kto w takim przypadku powinien ponieść konsekwencje niedotrzymania warunków umowy – klient czy biuro? Czyż odpowiedź nie jest tu oczywista? 
Otóż jak się w życiu okazuje – nie jest. Bardzo często to BIURO bierze na siebie konsekwencje niedotrzymania przez klienta danego słowa. W praktyce objawia się to pracą po godzinach, byleby zdążyć podać klientowi wyniki na czas. Nieważne, że dokumenty wpłynęły mocno po umówionym terminie, nieważne, że klient łamie warunki podpisanej własną ręką umowy – biuro staje na rzęsach, żeby wyrobić się z pracą, bo inaczej klient zapłaci podatki po terminie. Opcja, żeby nie zdążyć, nie wchodzi w grę. Wtedy nastąpi koniec świata 🙂
Asertywność w biurze rachunkowym
I tym samym dochodzimy do drugiego spostrzeżenia – mając dobrą umowę, która wyraźnie mówi o tym jakie konsekwencje poniesie klient, który nie dotrzyma terminu dostarczenia kompletu dokumentów do biura, można w końcu, naprawdę, NA SERIO zacząć stosować jej zapisy! Brzmi dziwnie? A kto spina wszystkie siły i pracuje po godzinach księgując dokumenty przyniesione 18, po to, by podać klientowi na drugi dzień wyniki? Kto każe swoim pracownikom przychodzić w weekendy do pracy, bo inaczej się nie wyrobimy? Po co to wszystko, skoro mamy umowę rozwiązującą nasze problemy? Wystarczy ją przeczytać i zastosować. I nagle się okazuje, że wszelkie schematy, kontrolki, przypominajki i inne checklisty nie są nam potrzebne. Nagle praca po godzinach staje się historią. Morale w biurze rośnie, przemęczenia nie ma, za to jest czas na życie prywatne. A to wszystko dzięki odwadze zastosowania w praktyce zapisów z własnej umowy.
Jasne zasady budują dobre relacje
Kiedy mamy już uporządkowane sprawy podstawowe – umowę, którą rzeczywiście, a nie tylko w teorii stosujemy – można zacząć myśleć o rozwiązaniach porządkujących wewnętrzną pracę biura. Jedną z zasad jest np. księgowanie klientów w kolejności „kto pierwszy ten lepszy”. Takie nasze wewnętrzne FIFO 🙂 Dobrze by było, gdyby klienci nasze zasady znali. W końcu to nie jest nic złego, a wręcz pokazuje, że biuro jest uporządkowane, nie działa chaotycznie, nie ma zrywów, nie gasi pożarów. Zamiast tego widać, że panuje w nim spokój, porządek, a wszystko jest pod kontrolą i ma swój czas. To daje klientom poczucie bezpieczeństwa. To też ułatwia biuru reagowanie na nagłe losowe zdarzenia lub przyjmowanie dodatkowych ekstra płatnych, szybkich zleceń. Kiedy nie jesteśmy przeciążeni pracą po prostu działamy efektywniej.
Przecież my sami też lubimy pracować z firmami, które są poukładane, dotrzymują terminów, są słowne, działają wg ustalonego wcześniej planu, mają zasady, które znamy. Tacy kontrahenci budują nasze zaufanie. Warto prowadzić taką firmę. Przyjemnie jest pracować w takiej firmie.
Truizm na koniec: nie walcz ze skutkami, przyjrzyj się przyczynom. Odpowiedz sobie szczerze na kilka pytań. Dlaczego dostarczanie przez klienta dokumentów po terminie uważam za mój problem? Dlaczego nie stosuję zapisów mojej własnej umowy? Dlaczego pracuję po godzinach? Dlaczego biorę na siebie konsekwencje niedotrzymania umowy przez klienta? Dlaczego uważam, że podanie wyników po terminie to moja wina? Dlaczego przejmuję się terminem zapłaty podatku bardziej niż klient?
Od zmiany myślenia wszystko się zaczyna. Powodzenia!
Karolina
Zawsze będą kłopotliwi klienci, niektórzy nawet sami twierdzą, z radosnym uśmiechem że są „specyficzni”, dokumenty przesyłają 20 rano, po wielu uprzejmych prośbach, ale zwykle brakuje kilku faktur sprzedaży, playa, czynszu, bo do nich „nie doszło”. Albo informują, że są na wakacjach…. Często sami wymagają wszelkich informacji natychmiast i są zdziwieni, że nie odpowiadam na maila w ciągu 10 minut. Są niereformowalni, naprawdę nie sposób wpłynąć na zachowanie takich ludzi. Nie szanują cudzej pracy, nie respektują zapisów umowy, żadnych dopłat czy podwyżek nie akceptują. Ja rezygnowałam ze współpracy zwykle niestety po kilku latach, ale radzę nie czekać, szkoda zdrowia i nerwów. Dodam, że o płatności za usługę też nie pamiętają, prowadzą biznesy i mają tyle spraw na głowie…. Dziękuję za inspirującego bloga, to wielkie wsparcie. Ja dzięki Wam i w grupie dla księgowych z facebooka zadbałam o siebie, swoje poczucie wartości, straciłam trochę finansowo i bardzo się z tego cieszę. Bilans na pewno nie na zero.
Bardzo dobrze działa konsekwentne doliczanie dodatkowej opłaty za spóźnienie w dostarczeniu dokumentów albo zamykanie miesiąca bez dostarczenia wszystkich dokumentów kosztowych. Dzięki temu 90% dokumentów jest dostarczona do 10-tego (a pozostałe 10% można jakoś przeżyć później).
Dziękuję za ten artykuł – czytałam go kilkukrotnie, aż wreszcie moj mózg zaczął przetwarzać wg Waszych zaleceń. Pomału są pierwsze efekty – mina klientów po otrzymaniu faktur za pracę w weekend lub po godzinach, bo przynieśli dokumenty na „ostatnią chwilę” – uwierzcie widok BEZCENNY. 🙂
Klienci, którzy faktycznie czekają na jakieś dokumenty potrafią teraz zadzwonić i poinformować, że będą 12-go i bardzo przepraszają za niedogodności.
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