Tuesday, July 10th, 2018

Be Careful What You Say and Where You Say It

“A secret spoken finds wings” – Robert Jordan

Client confidentiality is a very important issue inside a CPA firm. So, my warning to all CPA firm team members, including new hires and the administrative team (includes techies and marketers) is – Be careful what you say and where you say it!

This shouldn’t happen, but it does. Team members joke about clients. Perhaps, inside your firm you even have “pet” names for clients, i.e., Mr. Always Late (or even more unflattering names). Be careful!

Never forget that people sitting in your lobby or conference room can overhear many conversations. Develop a culture where clients are always talked about with respect except behind doors and for a good reason.

Here are some examples to avoid and to educate everyone in your firm to avoid:

One firm had a stairway in the lobby leading to the upstairs staff offices and meetings rooms. Anyone sitting in the lobby could hear what was said in the upstairs landing. After an incident occurred, continual reminders kept people from having any kind of client discussions on that upper landing.

Another firm had a client approach a partner to warn him that he, the client, was dining in a popular business lunch spot and overheard a table of administrative people discussing a client of the firm. The client didn’t want his business discussed in public places.

These examples are just one segment of client confidentiality. Some clients don’t even want people to know who handles their financial affairs.

Again, be careful and educate everyone working at the firm.

 

  • "Confidentiality is an ancient and well-warranted social value."
  • Kay Redfield Jamison

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