Discussion:Adding Value to Tax Services
From TaxAlmanac
Discussion Forum Index --> Tax Questions --> Adding Value to Tax Services
| 18 June 2007 | |
| What are the small things (that normally do not cost very much) that your firm/tax practice provides for your customers that separates you from your competition? NATP had a seminar on this a few years ago and below are some of the examples:
- Adding postage to paper filed returns - Sending estimate reminders to clients - Sending birthday cards to clients - Newsletters - Providing a copy of tax return and source documents on CD The feedback could be useful for those wanting to build loyalty with existing clients. Thanks! | |
Bottom Line (talk|edits) said: | 18 June 2007 |
| I do at least one mid-year bookkeeping review. Gives them tax planning, I can straighten out the mess before tax season and it keeps me in front of them more often.
If I know they have a bank loan and the banker will want a copy of the tax return, I prepare an extra copy at no charge. | |
| June 18, 2007 | |
| I do three things in those categories, and by far the most important and valuable is: RESPOND to phone calls and emails immediately. Within 24 hrs is my policy, and nearly always the same day. I hear over and over that I'm loved because I can be reached and return calls. Many "pros" do not. Stupid stupid stupid.
| |
Corptaxhelp (talk|edits) said: | June 18, 2007 |
| One of the sharpest tools in my box is a list of quality, qualified folks to which I can refer my clients. Need a full-service financial planner? I got a great one. What about a business valuation expert when it comes time to sell your company? That, too. How about a top-notch wills and trust attorney? Yep. Tell him I sent you. Heck, I can even send you to a qualified mechanic who won't rip you off.
My clients trust me, know the sort of person I am and how I conduct business. If I can help them find other people of my caliber, they are happy and my reputation builds. I also get referrals in the other direction, too. Possibly best of all, I don't have to pretend to know everything. I hate saying 'I don't know' if I can't follow it with 'but I know someone who does, let's call him and see if he has five minutes for us'. Birthday cards are nice but, personally, I'd like something that brings more value to everyone involved. | |
| 19 June 2007 | |
| send a "thank you" for any referrals
call regularly, even just to say hi & stop by their place of business (retail), go to lunch be a source of referrals, so you're the "go to" person | |
| 20 June 2007 | |
| Similar to JR1, I do proactive tax projections. I send out letters in the fall giving dates that I can meet. Engagement letter covers any differences of actual to projections. I can't tell how many new clients will say, "My old accountant never did this. This is what I am looking for." | |
| June 20, 2007 | |
| I agree with JR1's comments about phone calls & e-mails. I try my hardest to respond immediately. And if I don't know the answer I will research it for them or point them to somewhere or someone that does know. Saying, "I don't know" is not good enough. We have a saying in our office, "I don't know means I don't care." The #1 reason "good" clients leave their CPA/EA/Tax Pro is because the professional does not pay attention to them.
Responding to their questions, is an easy 'reactive' way of paying attention to your clients. And I bill them for my time when appropriate. It is even better, if you can also find 'proactive' ways to pay attention to them. Call them at year-end to do projections. Make planning suggestions while doing the tax prep. Set up quarterly or mid-year meetings for your big clients. And all of this is billable. The newsletters and thank you cards are good 'proactive' things, too. But I don't think the clients leave because they are not getting quarterly newsletters from their Tax Pro. | |
