Here's a confession: I don't really enjoy writing. I enjoy coming up with ideas. I enjoy telling stories and answering reader questions. And yes, I like seeing my name in print. What I don't enjoy is all the nitty gritty that goes along with writing articles. I'm talking about grammar, punctuation, syntax, tense, parallel construction, etc. — the necessary evils that I disliked in high school English classes and still dislike today. Sound familiar?
Whether or not you love writing, it's most likely a big part of your day. Whether you're drafting a monthly client newsletter, answering client emails, or developing an internal team process, we all have to write. Just as you don't advise clients to do their own tax returns or create their own retirement plans, I don't recommend being a do-it-yourselfer when it comes to written communication. Fortunately, there are some great, affordable tools on the market to help you.
I received an eye-opening email the other day from Grammarly, a proofreading tool that I use to help polish my emails, documents, articles and more. Take a look:
Those numbers are embarrassing. In the last week, Grammarly recommended almost 2,000 changes to my writing. And, since I've had the tool, it has made over 50,000 suggestions for improving my writing. So, why are we talking about this? Because typos and grammatical errors can have serious consequences for detail-oriented professionals, especially when we're harried and distracted this time of year. (Disclaimer: The author has no commercial or promotional ties with the products mentioned in this article.)
Typos, the ultimate credibility killer
How many times have you received an email from another professional with an obvious typo? First, it's distracting. More importantly, the error immediately impacts how seriously you take the other person. If they don't have time to spell correctly, how can they have time for truly important details?
I get it, you're busy. We're all busy. Also, it's difficult to edit our own writing not only because of time constraints, but because we get too attached to the material, we know how much work we've already put into the draft and we start to lose our objectivity. We know what we meant to say, but somehow it doesn't come out quite right on the page or screen. That's where Grammarly (or other proofreading tools) can be a huge help. It takes almost no time to download one onto your computer or overlay it on your email system. Suddenly, you've got an objective second set of eyes offering relevant suggestions as you blaze through client emails and team communications.
All professional service providers should have tools like Grammarly. You are dealing with clients who pay you a lot of money to be organized and highly attuned to details. If you can't spell correctly or remember where to put a comma, how confident will they be in your ability to file their taxes properly?
With most editing tools, there is a free version and a paid version. I know you don't want to spend any extra money on subscriptions, but these tools are very inexpensive and a great insurance policy for your personal brand and credibility.
Even if you aced the verbal section of the SAT test and took some English lit classes in college, it's worth investing in these tools. We're always in a hurry. We get busy. We're constantly distracted, especially when we are deep in taxes. Shooting off hastily written emails to your clients, to other team members, to other professionals and to outside organizations can have serious consequences down the road.
Wouldn't it be nice to know that you have a second set of eyes looking over your shoulder and flagging things that might be questionable or embarrassing? Wouldn't it be reassuring to hear: "Hey, is this what you meant to say? Here are some suggestions for making it clearer." Again, we are sending out hundreds of emails a day, especially during tax time. Every single one of those communication touches has a potential error that can make us look unprofessional.
As accountants, we don't get credit for having correct punctuation and spelling, but missing those things makes you look careless and not focused on the details. That's not a good look for a CPA. Even if you feel you have a good command of the written word, make sure your team members and client service associates are using editing tools. There are thousands of emails a month coming out of your firm. Each one is essentially a reflection of you. Having a second set of eyes on each one is worth its weight in gold, and we're only talking about $10 or $12 per month.
If you think about it, what we're really getting paid to do as accountants is take complex subjects and communicate them clearly to clients. It's worth going that extra mile, making sure everybody on your team is using all the tools at their disposal to be as clear and concise as possible. Go ahead and experiment, but the tool that helps you communicate most clearly should be at the top of the list.
Even better, the digital coaching and reminders you receive every day from these kind of tools will make you a more confident and more effective communicator. For the price of two or three cups of coffee every month, it's a wise investment. You may never come to enjoy grammar and punctuation, but if you don't think those things are important, try forgetting the comma when you tell your spouse: "I'm sorry, I love you." See how that goes over.
What's your firm's process for improving client communication during busy season? I'd
