Why the human side matters
When most owners think about selling or merging a bookkeeping practice, they focus on numbers: turnover, profit, client lists, staff, or systems. Those matter. But as Helen Bower’s ICB webinar story underlined, clients are not just buying services — they are buying into a relationship. The way you’ve run your practice, the habits you’ve created, and the personal touches you’ve built into client care are what make clients loyal. If these details aren’t thought about in a transition, clients may feel unsettled, which risks retention and therefore value.
Five Human Touch Points to Consider
Here are the softer, seller-focused aspects that often matter most to clients:
1. Who Picks Up the Phone?
If you’ve always been the one answering, clients will notice when it suddenly shifts to a reception desk or a ticketing system. Start preparing early by letting your team handle more calls now. This helps clients get used to hearing new voices and shows buyers that relationships are not dependent on you alone.
2. Communication Style and Warmth
Many small-practice owners reply quickly, but more importantly, they reply warmly and personally. Delegating client responses to your team — and training them to reflect your tone — eases the transition. Buyers want to see that the “style” of care can be sustained without you at the centre.
3. Continuity of People
Clients often build their trust around specific bookkeepers or payroll contacts. A buyer who plans to keep your team is showing they value stability. If not, it’s a red flag. Highlighting the continuity of staff reassures both clients and buyers that the familiar support they rely on won’t vanish overnight.
4. Your Familiar Rituals
Perhaps you send a quick personal note with a reminder, drop by once a quarter, or always post out a Christmas card. These rituals feel small but mean a lot. Document them, pass them on, or suggest new equivalents so clients still feel cared for.
5. How Clients Like to Work
Some clients hand over shoeboxes of receipts, some WhatsApp photos of invoices, others use cloud systems. These preferences form part of the relationship. Acquirers may already have processes to standardise, but noting client channel preferences (e.g., who hates email, who prefers a WhatsApp nudge, who needs a monthly call) pushes the buyer to consider how they can incorporate these habits. Recording them and discussing with the acquirer reduces friction, and in some cases, they may be able to adopt these directly.
Other Overlooked Details
• Plain-English communication – if your strength is explaining without jargon, create a short style guide with examples. Check if the buyer already has guidance in place or encourage them to adopt yours.
Red Flags to Watch For
• Buyers who plan to replace or cut staff rather than keep them.
• Acquirers who dismiss client rituals and “little extras” as unnecessary.
• Sudden enforcement of rigid systems without client preparation.
• No clear plan for managing the shift in tone or communication style.
Preparing for a Smooth Transition
The real value of your practice lies in how easily clients can carry on without disruption.
To prepare, think back to the small things we’ve covered — who picks up the phone, how you communicate, the continuity of people, your familiar rituals, and the way clients like to work. These are the threads that hold trust together. Rather than creating a long checklist, simply jot down your usual routines and client preferences, and share them with the buyer. Have a few early conversations with key clients to reassure them. And plan an owner visibility taper: joint emails and calls at first, then a gentle reduction of your involvement so clients don’t feel abandoned.
This isn’t about perfection — it’s about making the transition feel steady and familiar.
Final Word
As Helen Bower shared in her own journey, selling a practice isn’t only about profit multiples. It’s about making sure the life you’ve built into your business — for you, your team, and your clients — can carry on after you. And it’s those small details, not just the big numbers, that make all the difference.
👉 If you’d like to explore how to prepare your practice for a successful, client-friendly transition, contact us for a confidential conversation today.
