PART 1 of 5
As client expectations evolve, legal and accounting firms are navigating more than just technical complexity—they’re facing growing demand for flexibility, especially when it comes to payments.
For years, many practices have gone above and beyond for their clients. Deferred billing, split payments, and customised terms have all become informal norms. While well-meaning, these gestures often place financial strain on practices and distract staff with administrative follow-ups.
But what was once a favour is fast becoming a default expectation. Clients today want transparency, control, and empathy in every interaction—especially when it comes to managing fees. The demand for flexible payment options is no longer confined to just a few outlier cases. It’s part of the evolving client experience.
The good news? Flexibility no longer needs to come at a cost. Structured, tech-enabled payment options are making it possible to offer support without sacrificing revenue or efficiency. Leading firms are already embracing this shift, treating payment flexibility as a standard part of client experience—not an occasional exception.
It’s not about lowering your fees. It’s about removing friction from the process and meeting clients where they are. The firms that thrive in today’s climate are those willing to adapt how they bill—not just what they bill for.
What to consider:
- Are your payment options making it easier or harder for clients to say yes?
- How much internal time is spent managing informal billing arrangements?
- Could structured options reduce stress on your team and clients alike?
Up next: What clients are really telling us about how they want to pay.