Support, Not Superiority
Background
Surprisingly, this case study reflects the experiences of more than one client. We regularly hear from business owners who feel that their accountants make them feel stupid — through curt responses, a lack of explanation, or minimal support. For limited companies, engaging an accountant is not optional.
Annual accounts and tax returns must be filed, which can leave business owners feeling trapped in relationships where they don’t feel respected or supported. Too often, it can feel as though good communication and patience are optional, simply because the accountant knows the work will continue regardless.
This is frustrating, disheartening, and entirely unnecessary.
Our Approach
We do not expect the businesses we work with to understand bookkeeping, accounts, or finance. If they did, they wouldn’t need us.
Before starting any work, we take time to understand:
a client’s level of financial knowledge and confidence
their existing systems and processes
what they actually want and need from working with us
From there, we agree a clear and practical way of working together. This approach is the same
whether we’re delivering a short, focused project or working as part of a business on a fractional
basis.
Respect, clarity, and empathy underpin everything we do.
Showing our workings
Whatever the task — preparing a funding forecast, reviewing bookkeeping, or supporting wider financial decision-making — we explain why we are doing something and how it fits into the bigger picture.
How much detail a client wants to engage with is entirely their choice. Some want to understand every step; others are happy for us to take it off their hands. Neither approach is right or wrong, and we never judge.
A key part of our role is helping non-finance people understand the importance of robust systems and processes, and how these underpin accurate bookkeeping and meaningful reporting. Often, we see the moment when things click – the penny drop moment - when the numbers start to make sense and confidence grows.
We are here to advise and support, not to turn business owners into accountants. Finance is our expertise. Running the business is theirs.
Building Confidence
When we work with a client, our goal is simple: we want them to feel more confident than when we started.
That confidence might be in producing numbers, understanding them, or feeling comfortable sharing them with lenders, investors, accountants, or other stakeholders. We want clients to ask questions, challenge assumptions, and come back for more support when they need it.
We would be deeply disappointed if any client walked away feeling inadequate or embarrassed. Feedback from past clients consistently highlights the same themes — that we provided genuine support, communicated clearly, and delivered exactly what we said we would.
Porterdale’s Comments
Thankfully, this experience is not universal — but we hear it far more often than we should.
The stereotype of the grey-suited accountant hunched over an adding machine is outdated. Many modern practices now offer proactive support, regular contact, and named points of contact who genuinely help clients navigate their finances. Some even wear jeans and hoodies!
Our role is to bridge the gap between business owners and accounting practices — translating financial information into something meaningful and usable. However, we will never defend behaviour that leaves clients feeling belittled or upset.
Put simply: if you didn’t understand something, you wouldn’t expect to be made to feel small for asking. Neither should anyone else.
If you’re looking for support better understanding your business financials – contact us.
Words by Lindsey Owen
Flower header photo by Lina Trochez on Unsplash