So, we asked ChatGPT “what are the main shortcomings small businesses find with the service provided by their accountant?”. We were surprised by some of the issues small business face and decided to respond to each.
ChatGPT said:
Small businesses tend to complain about a pretty consistent set of shortcomings when it comes to accountants. It’s usually not about technical competence so much as how the service is delivered.
Here are the big ones that come up most often:
1. Reactive, not proactive
- Accountants focus on historical reporting (tax returns, year-end accounts)
- Little forward-looking advice on cash flow, tax planning, growth, or risk
- Business owners feel the accountant “shows up at tax time and disappears”
Baxterworld provides monthly accounts showing the real situation up to a few weeks ago rather than reporting on trading 6 to 12 months in the past. This helps management to fix problems before they damage the business. We discuss these results with the client each month, highlighting issues that need dealt with and providing relevant advice.
2. Poor communication
- Slow responses to emails or calls
- Explanations full of jargon instead of plain language
- Clients don’t feel comfortable asking “basic” questions
At Baxterworld we respond quickly and friendly with zero jargon. You can prompt us with any of your questions in plain English, like ChatGPT.
3. Lack of business insight
- Good at compliance, weak on commercial advice
- Limited understanding of the client’s industry or business model
- No guidance on pricing, margins, hiring, or scaling
We have real business experience in many sectors particularly in hospitality where our Directors operated cafes and bakeries in the past and have since acquired experience in pubs, hostels, hotels and restaurants. This allows us to pass on our lived-in experience.
4. Surprises around tax bills
- Unexpected tax liabilities because planning wasn’t discussed early
- No warnings during the year about mounting obligations
- Small businesses often say: “If I’d known earlier, I could’ve prepared.”
We forecast tax payments with all clients on a quarterly basis advising on salary and dividend policy well in advance.
5. Overly compliance-focused mindset
- Treats the business like a checklist instead of a living operation
- Emphasis on “what you can’t do” instead of “how to do this safely”
- Feels more like a regulator than a partner
Our mindset is on the client’s side. We devise ways of minimising tax payments and finding routes around barriers.
6. Inflexible or outdated processes
- Reliance on manual paperwork or clunky systems
- Poor use of cloud accounting tools or automation
- Clients end up doing extra admin work themselves
We have been implementing paperless cloud systems since they were invented at the end of the noughties. We try our best to minimise the time spent by the client on admin work.
7. Pricing opacity
- Unclear fees or surprise charges
- Billing for small questions discourages owners from asking for help
- No clear value framing for what the accountant actually provides
We are dedicated to transparency and do not have a clock. Clients can ask questions without a charge. Our fees are fixed and agreed each year in advance with a full breakdown by tasks performed.
8. One-size-fits-all service
- Same approach for freelancers, startups, and established SMEs
- No tailoring based on growth stage or goals
- Business owners feel “just another file”
Our service and the flow of information is tailored to the needs of each client.
9. Limited availability during critical moments
- Hard to reach during funding rounds, audits, or crises
- No real-time support when decisions need to be made quickly
We specialise in helping clients get through emergencies, especially when the business is in danger. We have great experience in protecting assets and re-building damaged operations.
10. No strategic relationship
- Accountant doesn’t act like part of the advisory team
- Rare or non-existent check-ins
- Business owners feel alone making big financial decisions
Our staff have weekly contact with clients, dealing with queries and missing information.
In short:
Small businesses don’t just want someone who files things correctly. They want an accountant who:
- explains clearly
- anticipates problems
- understands their business
- helps them make better decisions, not just stay compliant
All of this is in our DNA.