The changing shape of the accounting world (and what businesses need to know!)
It’s easy to assume that all professionals in a given field do roughly the same job. A plumber fixes pipes. A lawyer gives legal advice. A mechanic repairs cars. But in reality, we all know that’s far from the truth.
Some plumbers show up on time, fix the problem, and leave your home cleaner than they found it. Others are less dependable. Some lawyers cut through complexity and get results quickly. Others hide behind emails and take months to do something simple. And we’ve all met the garage that surprises you with extra repairs you didn’t ask for or the one that fixes your car at the agreed price and returns it spotless.
Accountants are no different. The profession has its own version of the good, the bad, and the indifferent. So how do you tell them apart?
Qualifications are just the start
It’s important to know what qualifications your accountant has. There’s nothing wrong with using an experienced, unqualified accountant for bookkeeping or payroll. But if you need complex tax advice, you should look for the right credentials.
A firm that is Chartered or Certified is regulated, insured, and required to stay up to date through annual training. But even within qualified firms, capability varies widely just like some doctors treat minor ailments, while others work in trauma units. Letters after the name give you a clue, but not the full story.
How professional do they feel?
Often, the little things tell you a lot. A plumber with a clean van, tidy tools, and professional appearance probably takes care in their work. The same goes for accountants.
What’s your experience when you call or email them or even walk into their office? Is the environment professional, clean, and organised? Does their website clearly explain their services, offer helpful insights, and speak in your language or is it vague and outdated?
These details often reflect how seriously they take their work.
Services and Specialisms: What do they actually offer?
In recent years, many firms have scaled back. Complex tax advice requires expensive staff, carries risk, and involves tight regulation. So lots of firms now focus purely on routine services: accounts, payroll, tax returns, bookkeeping.
That’s absolutely fine and ideal for many small businesses.
So what types of firms are out there?
The accounting world has become increasingly polarised. On one side, many smaller firms have chosen to focus only on routine work. On the other, large firms still offer a full advisory service but only to big clients who can justify the fees.
This has left a large gap in the middle of the market.
Owner-managed and family-run businesses often want more than just compliance. They may need tax planning, profit improvement support, succession advice, or even help preparing the business for sale. But they’re not large enough for the big firms and often too complex for smaller firms with limited capacity.
The missing middle
This polarisation means that many growing businesses are left underserved. If you’re looking for a firm that can:
Deliver all the routine essentials,
Provide high-level advice when needed,
Be proactive instead of reactive,
And give you straight answers — even when they’re difficult…
…then your list of potential firms gets very short, very quickly.
The rarest quality? A willingness to tell you the truth, even if it means uncomfortable conversations or walking away from easy fees. That’s what makes the difference between a service provider and a real advisor.
What clients say
We often ask new clients why they left their previous accountants. Here’s what we hear:
“It always felt like my old accountant was working for the tax man. They used to say, ‘The tax man wouldn’t like it!’”
“They never brought me ideas — I had to ask about everything.”
“My accountant literally said: ‘Please don’t call us, we’re busy. See you in 12 months.’”
“They gave me lots of detail, but never told me what they would do. I didn’t want information — I wanted advice.”
“I knew things weren’t great, but they didn’t give me a plan. My new accountant gave me a wake-up call and clear steps to turn things around. We might not still be in business otherwise.”
“I had a vision for my business but didn’t know if it was viable. My old accountant didn’t have a clue. The new team developed a plan, handled the tax and funding, and made it happen — all for the agreed fee.”
“I wasn’t even a client yet, but Mark Holt & Co explained how new inheritance tax rules could affect me — and helped me solve the issue before my own accountant even sent a budget update.”
These aren’t rare comments. They’re typical of what we hear from clients looking for something more.
Ready for a better relationship with your accountant?
If you want more than just year-end accounts, if you’re looking for insight, proactivity, and a firm that gives real advice (not just data) let’s have a conversation. We’d be happy to chat about how we can help.