Discussion:Calls throughout the Year
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Discussion Forum Index --> Tax Questions --> Calls throughout the Year
Taxestaxes (talk|edits) said: | 29 July 2009 |
| I was just wondering others thoughts on numerous phone calls throughout the year from your clients. For instance, regular clients you have that call once a month to ask tax questions, such as if they bought this or sold that, etc. Do you charge people for these calls? If so, based on a flat fee? I know its not uncommon to get questions from individuals regarding their personal taxes, such as how does the first time homebuyer credit work or if I took out a home equity loan, would it help?, etc etc....but what about those who have businesses, schedule C, for instance and they call and ask in depth questions; how is buying new equipment going to affect my return, or if I sold this piece of equipment, how much profit? Or I am going to sell my business, husband going on disability, whats going to happen to my taxes?? OMG!! These people are driving me crazy. I feel like asking to them to make an appointment and come in and sit down to discuss and charging them, but then I know I will offend them and lose them as a client.....which could in turn cause me to get bad rep. (small town - word travels fast!). Ok, so I guess I needed to vent!! Just wondering how many people charge for this type of situation? | |
| 30 July 2009 | |
| It all depends on the situation. I always encourage my clients to call if they have questions because I would prefer to help them prior to them getting into a sticky tax situation rather than them doing something incorrectly and then needing my help to fix it.
For my individual tax clients, it's kind of built in to their tax prep. Very few of them will call more than once or twice in a year. There are a few that call regularly throughout the year and I tack it onto their tax bill the next year, if it is a significant research issue I will tell the client upfront that I will have to charge. You will not lose clients based on honesty and billing them for your time. If they leave because you bill, they you don't want them as clients. Heck, I just fired a total PIA lawyer client <aren't they all> today for non payment of her bill for her payroll returns. After answering their questions, if it took more than 30 seconds to do, I will pull their tax folder out and make an note on the inside cover to add $25 or $50 or whatever to their subsequent year tax bill. For business clients, I talk to them regularly and when I prepare their estimate for the year, I review the previous year question calls and drop ins and see how it compares to how I pre-billed them. Then I adjust the next year bill to account for this. You need to look at the calls from your clients in a more positive aspect, I think you had another post talking about sharing advertising costs. What you need to understand is that you already have a client base that you can cultivate and utilize to generate additional revenues. These calls and drop ins should be considered opportunities to provide additional services, engage them in directional conversation, by directional conversation i mean create small talk that will turn the conversation towards areas that might help you find additional billing opprotunites, discussion of their business, the stock market, their investments etc.... Client calls are a good thing. | |
| 30 July 2009 | |
| I totally agree with Fstein and handle my clients in the same way | |
Death&Taxes (talk|edits) said: | 30 July 2009 |
| With email, calls have dwindled but I do employ the same method as Fred. If I realize time is going to be spent, I will let the client know a bill will be coming for the effort. | |
| July 30, 2009 | |
| I'm with Fred, too. You have to fundamentally make a critical decision that will go with you the rest of your days: Do you want to ENCOURAGE or DISCOURAGE relationship? Seriously, that's what it comes down to. Folks that I have to pay when I call...well, I don't call them. Their pricing discourages relationship big time. Build in what I call 'the aggravation factor'...but I want them to call (even tho' I really really mostly want to just be left alone!), I want to be their resource, their first stop. Make a good choice here. It's not that you don't charge for calls directly, but as Fred says, build it into their fee somewhere. | |
| 30 July 2009 | |
| And if they are really really really hot, really, really, really encourage them to come in for an appointment. | |
| 30 July 2009 | |
| And why not advertise your services providing assistance year-round as being part of the fee you charge...you are not a fly-by-nighter. Perhaps your software has a tax planner (ie, ProSeries) which you can periodically use to help clients adjust w/h or est tax payment as their tax situations change.
For general tax questions, that should be part of the tax prep service. For those requiring more of your time, charge a consultation fee. But as others have said, you WANT clients calling you. Look at the big picture...give some free service now, have it pay off in the future. | |
Southparkcpa (talk|edits) said: | 30 July 2009 |
| Big FRED!
Everybody likes the answer. Me Too! Good job. Billing a client for $25 takes $50 of time. I do , once a month or so, realize the answer can be complex so I say "I can research it", if I do that the fee is $200, are you OK with that? | |
| 30 July 2009 | |
| You have to upmarket your services Taxesx2.
You are in the Derby state, get a photograph doctored up to show you in the Winner's Circle. Maybe you've already been in the winner's circle, if so, plaster a picture of it all over your advertising. When the client comes in, dust off his chair with a wisk broom, like the barber does. When I do this, it makes a big impression, especially on the nouveau riche. Finally, dont' worry about the competition. I'm serious about this one. You have 350 clients, they know they are not going to get this free work somewhere else. These people are not going anywhere. Besides, what are they doing with that extra money now? Money that could be in your pocket? It probably goes to the lottery, or to beer or to a crooked minister. So, you are actually doing God's work by raising your rates. Point this out to the naysayers, make them feel guilty (it's worked for the Catholic Church for centuries!). You get the picture. Think outside the box. | |
