Step 1 of 3 33% Step 1 of 3 Client Retrospective: Bookkeeping Lost Client ReviewPlease complete and submit this form within one calendar week after the client has notified you of their cancellation. Client relationships are dynamic and complex. Even with strong partnerships, some clients may transition away due to financial constraints, leadership changes, or shifts in their business needs. While client attrition is an inevitable part of business, each lost account provides an opportunity for reflection and growth. This retrospective aims to guide you through a thoughtful examination of your recent client relationship, encouraging you to identify both areas of success and opportunities for improvement. Our goal is not to assign blame, but to foster continuous learning and refinement of our role as trusted bookkeepers. We encourage you to consider key aspects of the relationship, including your communication style, responsiveness to client needs, engagement in strategic bookkeeping initiatives, and any external or internal challenges that may have influenced the decision to part ways. By embracing honest self-reflection and applying lessons learned, we can strengthen future client relationships and continue delivering impactful bookkeeping solutions.Please select your name:(Required)Please select your name:Katie SwonJulie WalshSuzan ServinTiffany BrooksHospital Name(Required) Step 2 of 3 Background InformationWas this client marked ‘At Risk’ on the Active Clients Tracker?(Required) Yes No What was their monthly meeting attendance rate?(Required)Did the practice owner regularly participate in bookkeeping meetings?(Required) Yes No Was the client typically on camera during meetings, indicating active engagement?(Required) Yes No Client RetrospectiveWere you surprised that this client canceled or downgraded service? Why or why not?(Required)What were the initial bookkeeping challenges or goals the client wanted to address? Were these goals clearly defined and mutually agreed upon?(Required) Step 3 of 3 How would you describe the client’s level of engagement in implementing bookkeeping recommendations? Did they take action on suggested strategies?(Required)Did you feel that the client viewed bookkeeping as a strategic function, or did they see it more as a transactional service? How did this impact the relationship?(Required)Were there any recurring concerns from the client about our services, responsiveness, or approach? How were these addressed?(Required)Were there any challenges in setting or managing expectations regarding the scope of our bookkeeping support? If so, how did you navigate them?(Required)What were your biggest successes in supporting this client? What specific bookkeeping initiatives or strategies contributed to those successes?(Required)Are there any aspects of your approach, communication style, or responsiveness that you believe could have been improved? Please provide specific examples.(Required)Were there any moments where you could have been more proactive or assertive in guiding the client through bookkeeping-related challenges?(Required)How did this experience shape your understanding of client management in bookkeeping consulting? What key takeaways can be applied to future client relationships?(Required)Did the client express any concerns or frustrations during the onboarding process? (e.g., contract terms, billing, clarity of services, etc.)(Required)Do you believe there were external factors (e.g., financial hardship, leadership changes, internal bookkeeping hiring) that contributed to the client’s decision to leave?(Required)Based on this experience, are there specific training or development opportunities that would enhance our bookkeeping consulting approach?(Required)Are there any additional insights or notes you’d like to share about this client relationship?(Required) Return to Form List