When people hear “Client Services,” they often picture emails, admin, and maybe a bit of diary management.

While those things are part of the role, the reality, especially at Hive, is far broader.

Client Services sits at the centre of everything we do. It’s where first impressions are made, where uncertainty is turned into clarity, and where meaningful conversations begin long before numbers ever enter the picture.

Here’s what the role actually involves and why it matters so much to our clients.

We’re often the first human conversation

For many dentists, reaching out to an accountancy firm isn’t a casual decision. It usually follows a period of stress, uncertainty, or simply feeling overwhelmed.

We’re often the first people they speak to. That first interaction matters. It’s not about rushing someone through a process, it’s about listening, understanding where they are in their career, and helping them feel comfortable asking questions they might not have asked elsewhere.

Before any onboarding or paperwork happens, trust has to come first.

We cut through the accountancy language

Dentistry is complex enough without adding financial jargon into the mix.

A big part of client services is acting as a bridge, translating technical language into something practical and understandable. Whether it’s explaining next steps, clarifying what information is needed, or simply reassuring a client that they’re not behind, clarity is key.

When clients understand what’s happening and why, everything feels more manageable.

We keep things moving

Behind the scenes, there’s a lot happening.

Client services help coordinate between accountants, tax teams, payroll, and external bodies like HMRC or Companies House. Our role is to make sure nothing stalls, nothing is missed, and clients aren’t left wondering what’s going on.

For dentists juggling patients, staff, and running a practice, not having to chase updates makes a real difference.

We spot concerns early

Because we’re in regular contact with clients, we often notice things early – hesitation, uncertainty, or recurring questions that suggest something deeper.

Sometimes it’s:

• Worry about tax bills
• Uncertainty about practice ownership
• Stress around cash flow or workload

Flagging these early means the right conversations can happen sooner, not when things reach crisis point.

We’re a consistent point of contact

Accountancy relationships work best when clients know who to contact and feel comfortable doing so.

Client services provides continuity. We’re there throughout onboarding, during routine queries, and when unexpected questions pop up. That consistency helps clients feel supported.

It also means their accountants can focus on strategic advice, knowing the client experience is being looked after.

Why this matters to dental clients

Dentistry is demanding. Time is limited. Mental capacity is valuable.

When client services works well, clients feel:

• Supported rather than rushed
• Informed rather than confused
• Confident rather than reactive

It might not always be visible, but it shapes the entire experience.

Client Services is a people’s role. It’s about listening carefully, communicating clearly, and making sure clients feel looked after at every stage of their journey with Hive. A calm, organised experience means you can focus on your patients, your practice, and what’s next.
If that sounds like the support you’ve been missing, let’s start a conversation.