KAREN LANE

BUILDING TRUST FROM DAY ONE

“I’ve always believed that strong client relationships start with understanding people, not just processes. Many clients come to us feeling unsure about systems, deadlines, or even where to begin, especially if they’re setting up a new business. My approach is to make things feel simple, approachable, and manageable from the very first conversation.

I take time to understand what each client needs and how they prefer to work. Some want regular updates, others prefer a lighter touch, so I adapt my approach to suit them. The key for me is making sure they feel comfortable asking anything – no question is too small, and no concern is insignificant.

A big part of this is reassurance. I aim to be that steady point of contact clients can rely on, especially when things feel overwhelming. I want them to know they’re not dealing with this alone, we’re working alongside them every step of the way.”

CALM, CLEAR & RELIABLE

“One of my biggest strengths is organisation. I manage multiple client portfolios, and I’m very focused on ensuring nothing slips through the cracks, especially at the end of the month when everything needs to be finalised and submitted on time.

I’m also quick to adapt. Having worked through significant changes in systems and processes over the years, I’ve learned to stay flexible and open-minded. Whether it’s new reporting tools or evolving client needs, I focus on getting things done efficiently and accurately.

Clients often value that I’m approachable and practical. I try to meet people where they are, explain things clearly, and keep everything as straightforward as possible.”

EMBRACING CHANGE IN TECHNOLOGY

“One of the biggest challenges in my career has been adapting to new technology and systems. I originally worked extensively with Sage, so transitioning to platforms like Xero required a shift in mindset and approach.

At first, it felt like a steep learning curve, but I quickly recognised the benefits. Xero is user-friendly, efficient, and widely trusted, which makes it a great tool for both clients and advisors. Having a strong internal knowledge base and supportive colleagues also helped me build confidence quickly.

That experience reinforced an important lesson for me: change is constant in this profession, and embracing it rather than resisting it is key to long-term success.”

SUPPORTING CLIENTS THROUGH CHANGE

“One example that stands out involved a client who owned several retail shops but managed their accounts manually. They were hesitant about moving to digital systems and unsure how it would work for them.

It took time to build trust and demonstrate the benefits, but through regular conversations and reassurance, we began to shift their processes gradually. I focused on breaking things down into manageable steps rather than overwhelming them with change all at once.

Alongside this, we also connected them with wider support, such as marketing expertise, to help strengthen their overall business approach. It’s still an ongoing journey, but seeing their confidence grow has been incredibly rewarding.”

LIFE AT AAB

“One of the things I value most about AAB is the people. We have a close-knit, supportive team where everyone is willing to help each other, regardless of experience level or role.

There’s a real sense of collaboration, and we also make time to connect socially, which helps build strong working relationships. That sense of community makes a big difference, especially when working to tight deadlines or managing complex client needs.”

LOOKING AHEAD WITH TECHNOLOGY

“I’m particularly interested in how AI and emerging technologies will shape the future of our industry. There’s a lot of potential in how these tools can improve efficiency and support clients, but it’s important to implement them in a way that still maintains control and personal service.

For me, it’s about finding the right balance – using technology to enhance what we do, without losing the human connection that sits at the heart of good advisory work.”

ONE TEAM APPROACH

“A common misconception about our profession is that we sit on the opposite side of the table to clients, focused only on compliance or deadlines. In reality, it’s the complete opposite.

We work with clients as one team, with a shared goal of helping their business succeed. Communication and transparency are essential. The more open the relationship, the better the outcomes we can achieve together.”