Nearly two decades in business have taught Helen Chandler MICB PM.Dip that strong client relationships are the foundation of sustainable growth. Here’s the story of how she built HCA Business Support Services – a thriving bookkeeping practice in Berkshire.
"Our first client is still with us."
When Helen Chandler says that's the thingshe's most proud of after nearly 20 years in business, it puts everything else into perspective.
Today, HCA Business Support Services supports almost 400 businesses with a team of eight. The practice has a 98% client retention rate, and most new clients come through recommendations. But for Helen, the relationship with that very first client says more about the business than any statistic.
"I do what I do because I understand what it means to run a business," she says. "Behind every business are people who have invested their time, energy and dreams into making it succeed."
Helen didn't set out with a grand business plan. She started her practice in 2006 because she wanted to build something that worked for her family. As a single parent, making it succeed wasn't optional.
"I had to succeed at what I was doing. I would do anything I needed to do to keep my clients happy."
That attitude came long before she became a bookkeeper. Helen grew up in a family bakery, where there wasn't really any such thing as calling in sick.
"You can't say, 'The night baker hasn't come in today, we'll do your bread on Tuesday.' Somebody has got to go in and make the bread. I think that's where my work ethic comes from."
It's a comparison Helen returns to more than once. Businesses rely on people doing what they say they'll do.
"I always answer the phone. I'll go and see clients at seven o'clock at night because they don't finish work until six. I had someone in here on a Saturday morning because that was the only time he could sign a form."
That approach has shaped the way the practice has grown. Many clients first came to HCA when they were setting up in business and have stayed as they've taken on staff, registered for VAT, moved onto cloud accounting and grown into established companies.
"That's probably the thing I'm most pleased about," Helen says. "We really do retain clients. It's because it's personal."
The business has grown in other ways too. Debbie joined HCA in 2011 with no bookkeeping experience. Helen supported her through an apprenticeship and today she's Practice Manager. More recently, apprentice Lila joined the business straight from school.
"We talk about client retention," Helen says, "but I think staff retention is important as well."
When she recruits, technical skills aren't the first thing she looks for.
"Personality is just as, if not more important. I can teach someone bookkeeping. I can't teach them to genuinely care about clients."
Like most practices, HCA has changed significantly over the last few years. Investment in cloud software, workflow systems and automation has helped the team work more efficiently and supported steady year-on-year growth.
Helen sees AI as the next step in that journey rather than something to fear.
"I just don't see that people won't want human interaction. We'll use AI to help us and make things more efficient, but people will still want someone they trust."
She isn't interested in building the biggest practice.
"Our aim is not growth at any cost. Our focus is on building a resilient, professional practice that continues to support clients, develop our team and contribute positively to the bookkeeping profession."