Announcement

Collapse
No announcement yet.

What was the Rush?

Collapse
X
Collapse
 
  • Page of 2
  • Filter
  • Time
  • Show
Clear All
new posts
Previous 1 2 template Next
    #1

    What was the Rush?

    The phone rang around 9 this am and I let it go to voicemail because I was busy with my personal life. Wednesday is not normally a work day for me and besides that I almost never spring into action on behalf of a client sooner than the day after he or she calls. The message said that he had unfiled return or returns and wanted to check my rates. I checked the message around noon and called back but the person was out. I called back at one and he was still out but when I asked the person on the other end agreed that he would be there after four. So I got around to calling at 4:30 and he was very nice but he explained that his matter had required action today and he had gone elsewhere when I did not return his call in a very few minutes.

    I wonder if anyone can tell me why on Wed 11/5/08 a taxpayer has a return that has to be filed today even though it is only that day that he thinks of calling a professional?

    In my days as a school teacher I had a principal who had a plaque on the wall reading "Bad planning on your part does not create an emergency on my part." I guess a bit of that has crept into my approach to clients. Is that wise or unwise given that I wish to build my business as rapidly as possible?
    Tags: None
    #2
    What was the Rush?

    Even during the tax season I take the attitude that getting their taxes filed is the responsibility of the client. I don't stress...that is also their job.

    I don't know what kind of a letter the client got but obviously he did not find it important enough to deal with it until the last day. Don't let him put this on you. Let him learn his lesson. The IRS letter was most likely computer generated and the worse that can happen is he will receive another letter 60 days from the date of the first letter.

    Explain very nicely that the IRS does not go away and they will just continue to charge penalties and interest, if they apply to this issue, until the taxpayer deals with it.

    Do not go out of your way to accomodate a client that doesn't take responsibility for his lack of action.

    And, also know this, no matter how much you do or how well you do it, clients are fickle and you will lose them. I lose at least 3 a year but I pick up at least 10. If they go elsewhere when you have given 100%....just let it go. I totally agree with your principal and that is my opinion also.taxea
    Last edited by taxea; 11-06-2008, 04:15 AM. Reason: to add to it
    Believe nothing you have not personally researched and verified.

    Comment

      #3
      He was either responding to an IRS notice or else he was trying to get info together for a loan at the last minute. Either way, he would probably have said at some point that he didn't have all his info together and could you just "come up with some numbers" for something significant on the return.

      My policy is slightly different than yours, in that I always return phone calls ASAP - definitely before the end of the same day (unless there's some sort of presing business or personal emergency). And emails are answered immediately, even if only an acknowldgement that I received it and will get back to them. But that policy only means I commit to get back to them, not to actually complete a task - especially for a new client.
      "The only function of economic forecasting is to make astrology look respectful" - John Kenneth Galbraith

      Comment

        #4
        Why?

        You appear to feel badly about what happened. Or are you upset that you lost a potential client. You can't have things both ways. We all choose to either have a life which means occaisioanlly losing a client or allowing the clients to run our lives. It appears you have made the choice to have a life, which is the choice I have made. Now you need to not let their mishegass become your issue. You did nothng wrong.

        Comment

          #5
          Originally posted by erchess View Post
          "Bad planning on your part does not create an emergency on my part."
          I like that quote!
          http://www.viagrabelgiquefr.com/

          Comment

            #6
            I've often been tempted to add that quote to the bottom of my emails...and prominently display it in my office!

            Comment

              #7
              Not a client...

              You didn't want him as a client, anyway. He'd go another couple of years without filing. He'd come in in a big rush with an IRS letter.

              Calling the same day is good service. I think my voice mail says, "...will get back to you by the next business day," or something like that. It's off season, for pete's sake. My web site gives my off season hours as Wednesdays, Fridays, and Saturday mornings, or whatever. And, I'm quick to say that I have a couple of clients ahead of them and won't be starting on their return immediately.

              I just lost a client. Had him for many years at Block. But, he was whiny about price and his wife had a business (maybe a hobby) re clothing sales out of her home with trouble getting her information together. Thought I'd lost them at Block Premium, maybe to a regular (cheaper) office about 2006. Well, he called a few days ago with an IRS letter; hadn't filed for two years or so (thought his extension gave him three years to file!). No one called him back from Block, so he looked me up at home. I told him I have two fiscal year organizations ahead of him and that my prices have gone up in the last two years just like Block's. He hasn't called back. I don't care. Don't want that stress level.

              You want new clients that are referrals from your existing -- nice -- clients, not new ones off the street. I have a referral dropping off last year's return tonight so I can give them an estimate. Them I will chase a bit. They come referred by a very nice couple that have been my clients for years.

              Comment

                #8
                It's all about control

                I share Lion's approach to handling new clients.

                The issue at hand is, who controls the engagement: you or the lax, forgetful non-compliant potential client. If you don't set the boundaries and assert yourself initally, you will find yourself frustrated in trying to help the client and they will be a fickle client who will desert you for another office to save $5 next year on the fee.
                "A man that holds a cat by the tail learns something he can learn no other way." - Mark Twain

                Comment

                  #9
                  Agree!

                  I take the approach that anyone who decides to call about filing a late return will get a prompt response ("next business day" is fine) but no special treatment for the rush scenario, whatever it might be. And ESPECIALLY not post 10/15!

                  If I lose a few clients, it is quite possible that I really have lost some future headaches instead. The chance of there being major problems or issues beneath the surface is simply too great.

                  Even with my own established clients, they know it is not wise to suddenly appear at my doorstep in early April. They are virtually assured of an extension. I also can make a statement such as "I don't have as much time to devote to your return right now" or "I'm more prone to missing something" to buttress my position.

                  Years ago I worked with Block, and I can remember the people who showed up on April 14th wanting to file returns for several years. That was then. Now I run my own show, and since folks were talking about the "bad planning....." statement this one also can come in handy: "This is NOT Burger King...you get it my way or you don't get the (deleted deleted) thing!" Of course, sometimes it is better just to think that than to verbally express it......

                  FE

                  Comment

                    #10
                    As others have said they are wanting it for a loan or bankruptcy. I've had several like that. If they bring it a week before they need it I can ususally get it done... for an extra charge.

                    I've also had several that have called in the morning and I call them in the afternoon. They tell me they could not wait and went to someone else. My hours during the tax season are 1pm to 9pm. Clearly stated. I still have people that say "I came by a 10 am and you were not there. I then came by at 11 am and you were not there." When I tell them I get here a 1pm... I then get asked why I am not at my office in the morning.... I tell them "my office my hours."

                    Oh I have told a few customers the "this is not burger king, you can not have it your way". Most of the time it gets a laugh but gets my point across. When someone questions my pricing I use the old "mechanic" story. Not a good laugh but again gets my point across to them.

                    I've also started telling people if they don't like my pricing then go to someone else. I hate to turn business away but some people you just can't deal with.

                    Got off on a little rant there

                    Comment

                      #11
                      Old Mechanic Story

                      What is the old mechanic story?

                      Comment

                        #12
                        I forget exactly how it goes but...
                        short version
                        Mechanic tells the customer "that will be $100". The customer could not believe he would charge that much. After all it only took 5 mins to fix the truck. So the customer asks "why are you charging me so much... it only took 5 minutes to fix?".

                        Mechanic says "It is a $100. $1.00 for the bolt and $99.00 for the years to know where to put it.

                        It goes something like that.

                        Comment

                          #13
                          What was the Rush?

                          I gotta say, gang, these are the kinds of issues one learns through our experiences. It is good to know that there are so many pro's out there that realize the client should get our best but not run the way we do business.

                          My business is totally word of mouth. I don't advertise in any media and my company is not listed in the phone book or on-line by me.

                          I send a letter to my clients in late January. It includes a clause that says "if I don't receive all documents and/or information by 3/15 that are necessary to complete your return by 4/15, an extension will be filed on your behalf.

                          I call each client I haven't heard from by 3/15 and ask whether they intend to use my services and if so, should I file an extension for them.

                          My clients know not to call and ask if their return has been completed. I actually don't answer the phone during the season, rather, my message requests that they either email, fax or leave their information/question on the answering machine and I will get back to them as time permits.

                          They know they are paying for my expertise. If they don't want to "play by my rules" I don't play with them. taxea
                          Believe nothing you have not personally researched and verified.

                          Comment

                            #14
                            Similar to what I have

                            Originally posted by geekgirldany View Post
                            I forget exactly how it goes but...
                            short version
                            Mechanic tells the customer "that will be $100". The customer could not believe he would charge that much. After all it only took 5 mins to fix the truck. So the customer asks "why are you charging me so much... it only took 5 minutes to fix?".

                            Mechanic says "It is a $100. $1.00 for the bolt and $99.00 for the years to know where to put it.

                            It goes something like that.
                            I have a sign over my desk that reads: "I don't charge for the time it takes to do the work. I charge for the XX+ years of education and experience!"
                            Jiggers, EA

                            Comment

                              #15
                              Originally posted by Lion View Post
                              ...... hadn't filed for two years or so (thought his extension gave him three years to file!)
                              I love it. They never cease to amaze me.

                              Comment

                              Previous 1 2 template Next

                              Disclaimer

                              Collapse

                              This message board allows participants to freely exchange ideas and opinions on areas concerning taxes. The comments posted are the opinions of participants and not that of Tax Materials, Inc. We make no claim as to the accuracy of the information and will not be held liable for any damages caused by using such information. Tax Materials, Inc. reserves the right to delete or modify inappropriate postings.

                              Working...
                              X