If you’ve ever had a client email you out of nowhere with an “urgent” request, you know the chaos it can bring.
From last-minute reports to unexpected document edits, ad hoc requests disrupt your workflow and pile onto an already packed schedule.
The good news? There are ways to tackle them effectively and even turn them into opportunities to strengthen client relationships.
Set Boundaries
It is important to establish limits on how much time and energy you dedicate to unplanned tasks. Without boundaries, ad-hoc requests can easily overwhelm your schedule and lead to burnout.
- Clarify what constitutes an “urgent” request and communicate this to clients.
- Politely decline requests that don’t align with your capacity or expertise.
- Set a maximum number of hours per week for ad-hoc work and track it.
- Offer premium pricing for rush tasks, ensuring that clients are compensating for your extra effort.
By setting clear limits, you’ll protect your time and energy while still providing excellent client service.
Establish Clear Intake Processes
Ad-hoc requests often start with a vague email or quick message, but an unstructured intake process can lead to confusion and inefficiency. A standardized system ensures requests are clear and actionable from the start.
Encourage clients to submit requests through a centralized platform, such as a client portal or ticketing system. These tools capture key details—like deadlines, scope, and urgency—giving you everything you need to act quickly and efficiently.
Automate Task Tracking and Notifications
Handling ad-hoc requests can be challenging if you’re juggling multiple client needs. Using client management software for accountants simplifies task tracking by centralizing all requests in one place. Tools like these let you assign priorities, set deadlines, and monitor progress—all without manual effort.
Automated notifications are another lifesaver. With reminders for upcoming deadlines and status updates sent directly to clients, you’ll reduce the need for back-and-forth communication. This keeps everyone informed and ensures you stay on top of even the most unexpected tasks.
Evaluate and Prioritize Requests
Not every ad-hoc request is a true emergency. Some can wait, and others may not align with your immediate goals. Take a moment to assess incoming requests:
- Urgency: Does this request require immediate attention, or can it wait?
- Impact: Will completing this request significantly benefit the client or project?
- Feasibility: Do you have the resources and bandwidth to handle it right now?
Use these criteria to decide whether to address the request immediately, delegate it, or schedule it for later. Prioritization keeps your workflow intact and ensures less critical demands don’t overshadow important tasks.
Streamline Communication Channels
Clear communication is the foundation of successful ad-hoc request management. Endless email chains or scattered messages can lead to missed details and wasted time.
Instead, centralize all communication related to a request in one place. Use collaborative tools where you can:
- Track updates and notes
- Share relevant documents or links
- Tag colleagues for input or feedback
- Log key decisions or next steps
Document Common Requests
If you notice recurring ad-hoc requests, take the time to document solutions or processes for handling them. Over time, you’ll build a library of answers and resources, making it easier to respond quickly.
For example, if clients frequently request updated tax forms or status reports, create a template or pre-written response that you can customize. Save these in an easily accessible folder or email draft. This way, instead of starting from scratch each time, you can respond efficiently while maintaining a professional tone.
Charge for Ad Hoc Work Separately
Handling ad hoc requests without factoring them into your pricing structure undervalues your effort. Instead of absorbing these costs, consider billing them separately.
Use accounting billing software to categorize and invoice extra work clearly. Highlight the premium nature of rush tasks or unscheduled requests to clients, showing that while you’re flexible, your time is valuable.
Offer Real-Time Client Access
Clients often make ad-hoc requests because they lack visibility into their accounts or project status. Using client portal software for accountants, you can give them real-time access to their financial data and deliverables.
A client portal offers:
- Secure access to important documents.
- Status updates on ongoing tasks or filings.
- A direct channel for submitting new requests.
With this level of transparency, clients are less likely to send urgent, last-minute emails, freeing up your time for other priorities.
Educate, Educate, Educate
Ad hoc requests often arise from client confusion or lack of knowledge. Proactively educating your clients can minimize these interruptions.
Here are simple ways to educate clients:
- Create a FAQ section in your client portal software.
- Share quick video guides or written instructions for common processes.
- Host periodic Q&A sessions to address recurring issues.
Empowering clients with information not only reduces their dependency on you for small tasks but also strengthens your relationship as a trusted advisor.
Track and Measure the Impact of Ad-Hoc Work
Ad-hoc requests can drain time and resources if you don’t manage them carefully. Tracking these tasks helps you understand their impact and improve your processes.
Use project management tools to monitor:
- Time spent on ad-hoc requests each week
- How often they delay ongoing projects
- Which clients generate the most requests
These insights can guide future decisions, such as hiring additional support, adjusting pricing models, or setting stricter boundaries for scope creep.
Turn Last-Minute Client Requests into Opportunities
Like most people, accountants aren’t exactly known for loving surprises, but that doesn’t mean you can’t handle them with finesse.
With the tips and strategies above, you’ll be ready to tackle ad-hoc requests efficiently and without the usual stress.
It’s all about turning the unexpected into an opportunity to showcase your professionalism and keep clients coming back.
