When prospects tell us why they’re looking for a new accountant, it’s almost never about the numbers being wrong. Instead, it’s that their accountant isn’t communicating. Calls go unanswered. Questions take weeks to get answered. And they only hear from their firm once a year, right around the filing deadline. Here’s how to tell if that’s happening to you, why it happens so often in this industry, and what to actually expect instead.

How do you know your accountant isn’t communicating enough?

Generally, the clearest signs are simple. You can’t get a response in a reasonable time. Contact with your accountant happens only during tax season. Problems surface only after they’ve already cost you money. And you’re the one always following up, never the other way around. Below, we’ll walk through all seven signs in detail, why this happens across the industry, and what proactive communication should actually look like.

Sign 1: Calls and emails go unanswered for days

A day or two of delay happens to everyone. However, if you’re regularly waiting a week or more for a simple answer, that’s not a busy season. That’s how the relationship actually works. Consequently, small questions turn into small emergencies simply because nobody answered in time.

Sign 2: You only hear from them during tax season

If your accountant goes quiet from April through December and reappears every January asking for documents, that’s not an advisor. That’s a filing service. In fact, a real accounting relationship includes contact throughout the year, not just at the deadline.

Sign 3: Your accountant isn’t communicating — they only react

Notably, a widely cited Sleeter Group survey found something striking. Fully 72% of small business owners who switched accounting firms did so for one reason. Their old firm only offered reactive service, not proactive advice. If your accountant only responds when you ask, and never brings you anything first, that’s a reactive relationship. You’re paying for it whether you realize it or not — and you’re doing part of their job for them every time you have to be the one who remembers to ask.

Sign 4: A surprise tax bill is a sign your accountant isn’t communicating

Big, unexpected tax bills rarely come out of nowhere. Usually, they come from decisions made months earlier — a bonus, an equipment purchase, a change in income. Nobody flagged the tax impact at the time. Therefore, if you’ve been blindsided by a number in April, the real problem probably started back in September, with a conversation that never happened.

Sign 5: You don’t know what changed and why it affects you

Tax law changes fairly often, and some of those changes genuinely affect small business owners. If your accountant never explains what changed, you’re left guessing. Does any of it even apply to your business?

Sign 6: Your accountant isn’t communicating on simple questions

A quick question deserves a quick answer, not a week of silence. Can I deduct this? Should I make this purchase before year-end? Otherwise, you end up making business decisions without the information you’re paying someone else to provide.

Sign 7: You feel like you’re chasing them, not the other way around

Ultimately, this is the clearest sign of all. If you’re the one always initiating contact, following up, and asking for updates, the relationship has quietly flipped. You’re managing your accountant, instead of your accountant managing your books.

Why this happens so often at accounting firms

This isn’t just an Accounting Freedom observation — it’s an industry-wide pattern. A 2025 industry report from Suralink found that 82% of clients said their firm’s requests were unclear or time-consuming, and 62% experienced five or more miscommunications during a single engagement. Most firms are staffed and structured for compliance work — bookkeeping, tax prep, filings — not for ongoing, proactive contact. During busy season, communication becomes reactive by default because there’s simply no time built into the process for anything else. That’s a staffing and workflow problem, not a reflection of how much your accountant cares about your business.

What proactive communication should actually look like

Knowing what good looks like makes it easier to spot when you’re not getting it. At minimum, a proactive accounting relationship includes a real response-time standard — same day or next business day, not “whenever we get to it.” It also includes at least one substantive check-in outside of tax season, not just a document request in January. When tax law changes in a way that affects you specifically, you should hear about it before it becomes a surprise, not after. And before a decision with real tax consequences, you should hear from your accountant first, not find out the cost in April. For the full standard, see what to expect from your accountant, year-round.

What this means for you

If three or more of these signs sound familiar, your accountant isn’t communicating the way they should — and that’s the real issue, not their competence. That distinction matters. It tells you what to ask before hiring the next accountant: how often will you hear from them? Will it be their idea, or only yours? For related reading, see our post on signs you’ve outgrown your accountant and why surprise tax bills happen.

Frequently Asked Questions

What’s the biggest complaint small business owners have about their accountant?

Lack of communication is consistently the top complaint — more common than complaints about fees or accuracy. Slow responses and no proactive contact between tax seasons are the most frequent versions of it.

Is a surprise tax bill really a communication problem?

Often, yes. Most surprise tax bills trace back to a decision made earlier in the year. Nobody flagged its tax impact at the time — that’s a communication gap, not a calculation error.

How often should an accountant actually reach out?

At minimum, you should hear from your accountant beyond tax season. Ideally, that includes a check-in before major decisions. And a heads-up whenever something changes that affects you.

Is it normal for accounting firms to be reactive instead of proactive?

It’s common, but it shouldn’t be considered normal. Most firms are structured around compliance deadlines, which pushes communication to the bottom of the list. That’s an operational choice, not an unavoidable industry limitation.

What should I ask a new accountant about communication before switching?

Ask directly: how quickly do you respond to calls and emails, and will you reach out to me, or only respond when I reach out to you? Their answer tells you more than almost anything else in the interview.

Should my accountant reach out proactively when tax laws change?

Yes, at least when a change genuinely affects your specific situation. You shouldn’t have to track federal and state tax law changes yourself and guess whether they apply to your business — that translation is part of what you’re paying for.

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About the Author
Frank Fiore, CPA — President & Visionary, Accounting Freedom
Frank Fiore has spent 20+ years helping small business owners navigate the real cost of poor communication from an accountant. Accounting Freedom serves clients from offices in Mundelein, IL and Grafton, WI.

This article is provided for general informational purposes only and does not constitute tax, legal, accounting, or financial advice. Every business situation is different. Before acting on anything you read here, please consult with a qualified advisor — including, we hope, us. Reach out to Accounting Freedom for guidance specific to your situation.