Welcome to the Research Assistant Weekly Newsletter - a subscriber-only resource for insight into emerging compliance challenges, details on peer calls, and links to new Research Assistant reports, documents, tools, and more.
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During a recent Research Assistant Peer Group call, the question arose: “How do you handle custom reporting requests from clients?” The consensus? It depends. (Yes, the same answer attorneys give for nearly every question—but in this case, it’s true!)
If a client requests a one-time report that is simple and easy to generate, why refuse? Meeting reasonable client needs strengthen relationships, especially when fulfilling the request requires minimal effort. However, if the request is complex or time-consuming, several factors should be considered:
- Can you fulfill the request?
- How much time will it take?
- Will the report provide the client with what they truly need?
When clients request a recurring custom report, the same considerations apply—but with added complexity. Unlike a one-time request, an ongoing report may require significant resources. In such cases, it’s important to set clear boundaries:
- If the report is too time-consuming or costly, be upfront about limitations and discuss alternatives.
- Consider charging for the extra time and effort required if it becomes a frequent request.
- A practical approach is to provide the report once and wait for the client to request it again before sending it proactively. Some members noted that auditors have deemed this an acceptable business practice.
Keep formatting simple—providing data in an Excel format allows clients to tailor it to their needs without additional work on your end.
If multiple clients request similar custom reports, or if a request sparks an idea for a valuable new report, consider standardizing it.
What about “ridiculous” or “useless” reports? If a request seems unnecessary or impractical, don’t dismiss it outright. Instead, ask the client, “What is your goal with this report?” Sometimes, clients don’t know what they don’t know—and you may be able to offer a better solution to meet their needs.
If you haven’t already received a custom reporting request, you will eventually. These requests, while sometimes challenging, can be an opportunity for collaboration and growth. Keeping an open mind and understanding client needs not only enhances service but also strengthens long-term business relationships.
Top Reads:
Upcoming Webinars/ Other Announcements:
- RA Compliance Corner: Why Your Compliance Tribe is Crucial, Thursday, March 6th at 2:00 ET. Register here.
- Important Announcement: All AI Notetaking Bots will be removed from Research Assistant Peer Group Meetings. This is to maintain the confidentiality of our peer members.
- Have topics you want to discuss during the peer call? Please send them to Sara_Consultant@roundtables.us by Thursday to ensure it makes it on our agenda!
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