“That’s Not My Job”: Why I Will Never Say Those Words to a Client

Something happened this week that reminded me why I approach bookkeeping differently than many others in my profession.

A client called me, upset and stressed about a WorkSafeBC situation. One of her employees had been injured at work. He was better now, but he did not want to return to his original position. She was not sure what her responsibilities were as an employer. What was she legally required to do? What accommodations did she need to make? What if he refused to come back entirely?

So naturally, I wanted to help.

I reached out to a professional bookkeeping group online to get input from colleagues who might have dealt with similar WCB situations. I explained the issue and asked for advice.

The responses I received were shocking: “That is none of your business.”, “that is not a bookkeeper’s job.”, “you should stay in your lane.”

I sat there staring at my screen, genuinely confused. How is helping a client with a payroll-related compliance issue “none of my business”? How is supporting a distressed small business owner “not my job”?

 

What Is a Bookkeeper’s Job, Really?

Let me be clear: yes, I process payroll. Yes, I reconcile accounts and prepare financial statements and file GST returns.

But if you think that is all a bookkeeper does, or should do, then we have very different philosophies about this profession.

When a client has a WCB issue, that absolutely is my job. Here is why:

It is payroll-related. I process their payroll. I calculate and remit WCB assessments. I maintain the records that WCB requires. When an issue arises with WCB, it directly relates to work I do for that client.

It affects their financial obligations. WCB assessments impact their expenses and cash flow. Penalties for non-compliance show up on financial statements.

They trust me with their financial information. When you handle a business owner’s payroll and tax remittances, you become their go-to person for anything financial. That trust is sacred.

I have the knowledge to help. Between my experience and my network of professionals, I can usually either solve the problem myself or connect the client with someone who can.

It is the right thing to do. A client is stressed, confused, and asking for help. The human response is to help if you can.

 

The “That Is Not My Job” Mentality

I understand where the “that is not my job” mentality comes from. Bookkeepers worry about scope creep, clients taking advantage of our time, and liability for advice outside our expertise.

These are legitimate concerns. There absolutely are boundaries we should maintain.

But there is a massive difference between maintaining appropriate professional boundaries and refusing to help a client navigate a payroll compliance issue because “that is not my job.”

When bookkeepers dismiss questions with “that is not our responsibility,” I wonder: do they actually care about their clients? Or do they just care about processing transactions?

Small business owners do not care about our internal professional boundaries. They care about solving problems that are threatening their business. And when they come to us for help, they are not consulting our job description. They are asking someone they trust.

 

The Emotional Component

There is an emotional component not often considered when it comes to business finances. When my client called about the workplace injury, she was not just confused about the technical details. She was anxious. She was worried about doing the wrong thing, either failing to accommodate the employee properly or putting her business at risk. She was feeling overwhelmed and alone.

Telling her “that is not my job, contact WCB yourself” would have been technically accurate. I am not a WCB expert. I am not an employment lawyer. Handling workplace injury claims is not in my service agreement.

But it would have been cruel.

Instead, I said, “Let me look into this and see what I can find out.” I reached out to colleagues (despite some unhelpful responses). I researched employer obligations for return-to-work situations. I tried calling WCB myself, but they would not provide guidance without specific employee details, and I did not want to jeopardize the employee’s claim by sharing information without proper authorization.

So I did what I could: I researched, I asked around, I gathered what direction I could find, and I helped my client understand her options and next steps. We still do not have all the answers, but she has direction and knows she is not alone in figuring this out.

Did this take extra time? Yes. Was I technically obligated to do this? No. Did it matter to my client? Absolutely.

That is the difference between being a bookkeeper and being a trusted advisor.

 

What the WCB Issue Taught Me

The workplace injury situation my client faced turned out to be complex with no simple answer. An employee was injured at work, recovered, but did not want to return to his original position. What were her obligations? What accommodations was she required to provide? What if he refused to come back?

With research, networking, and persistence, I was able to help her understand her general obligations and point her toward resources for more specific guidance. We still do not have every answer, these situations are rarely black and white, but she has direction and knows the questions to ask.

Total time invested: several hours over a few days.

Impact on client: she went from anxious and paralyzed to informed and empowered. She understood her options, knew her next steps, and trusted that someone had her back through a difficult situation.

Value to the relationship: immeasurable.

Could I have said “that is not my job, you need to figure out WCB and employment law yourself”? Sure. Would I still have that client’s trust and loyalty? Probably not.

The bookkeepers who told me to “stay in my lane” do not understand that for small business owners, there are no lanes. There is just survival. There is just trying to do right by your employees while protecting your business and dealing with situations you have never faced before.

When you are the person they trust with their financial information, you become the person they turn to when they are scared or confused. You can either help or you can hide behind “that is not my job.”

I will always choose to help.