Telephone Calls?

[BOB W]

To what degree are we not allowed to have conversations with tax clients on the phone? There is always some question on who is calling and wanting to get advise or a question relating to their tax return. Does the fact that you recognize their voice or whatever allow us to talk over the phone? What is the line not to be crossed?

Should we take the attitude of Doctors and tell the client that he needs to make an appointment?

[ChEAr$]

Common sense

To what degree are we not allowed to have conversations with tax clients on the phone? There is always some question on who is calling and wanting to get advise or a question relating to their tax return. Does the fact that you recognize their voice or whatever allow us to talk over the phone? What is the line not to be crossed?

Should we take the attitude of Doctors and tell the client that he needs to make an appointment?

I think tells us that if we recognize client's voice on the phone (as I pride myself on btw), we
do not have to get them to sign a disclosure form before discussion. Okay, that was far
fetched, I know, but just to point out that some tax pros have over reacted to the recent
mandates. (certainly not accusing you, Bob, of such)

The line not to be crossed is when wife calls up and seeks information on husband's separate tax return, or from his W2 form in our possession even before return preparation.
Example: "How much did my hubby contribute to his 401k last year?"
Now let's say the return is done and filed, she asks this question. I could look at the
W2 and find it, but I'm not going to do this. Instead, 'You'll have to ask him."

[BOB W]

I think tells us that if we recognize client's voice on the phone (as I pride myself on btw), we
do not have to get them to sign a disclosure form before discussion. Okay, that was far
fetched, I know, but just to point out that some tax pros have over reacted to the recent
mandates. (certainly not accusing you, Bob, of such)

The line not to be crossed is when wife calls up and seeks information on husband's separate tax return, or from his W2 form in our possession even before return preparation.
Example: "How much did my hubby contribute to his 401k last year?"
Now let's say the return is done and filed, she asks this question. I could look at the
W2 and find it, but I'm not going to do this. Instead, 'You'll have to ask him."

I'm not sure Who's common sense we are to use. Supposed it was a joint return and only the wife comes in for the appointment and asks the same question. Can you imagine the problems that will be caused when you say "You'll have to ask your husband".

Should a joint tax return where only the wife comes in require a letter from the husband allowing the wife to provide info and know all issues about the tax return? Can I speak freely to her about the tax return?

[JohnH]

I try to keep them off the phone by strongly encouraging them to email questions to me.

[ChEAr$]

well now,

I'm not sure Who's common sense we are to use. Supposed it was a joint return and only the wife comes in for the appointment and asks the same question. Can you imagine the problems that will be caused when you say "You'll have to ask your husband".

Should a joint tax return where only the wife comes in require a letter from the husband allowing the wife to provide info and know all issues about the tax return? Can I speak freely to her about the tax return?

You certainly raise some valid points here. I'm sure we all have these situations where one
spouse is , or acts as, "tax matters partner" (to coin a phrase! lol).

In fact there have been joint return clients with one spouse I never even met personally.
With some clients we may tread a fine line bordering on insulting the one by inferring we might not believe what he/she says.

However, since I efile all returns, and must have both signatures on the 8879, I will take that as approval by the other spouse. Still........

AS to the new consent form to release tax return info to third parties, that doesn't seem to apply to this situation.

[JG EA]

I try to keep them off the phone by strongly encouraging them to email questions to me.

Thanks! Simple but I hadn't thought of that. I feel a need to be accessible to clients but questions from new people and former clients are annoying me more than they used to. So, love it, that is what I'm going to do. " There is actually more to your question - I'd be glad to answer it when I have more time, would you please email your question and I will answer as soon as possible."

[JohnH]

I probably sound like a broken record here because I've pushed this idea on other threads, but I really believe trying to move clients toward using email is a powerful efficiency tool. If someone calls me I'll try to return the call either late the same day or the next day. But if they email me I usually respond within a few minutes, even if only to say I'm looking into it and will get back to them.

Oftentimes clients are reassured just knowing you're aware of their questions, and using email really does allow you time to ponder the question & formulate an answer. Getting them to write the question also forces them to focus on getting all the relevent info to you. It also minimzes conversations about the weather, their families, the economy, politics, etc. when you're trying to answer tax questions.

[JG EA]

Well thanks for putting it on this one. I don't have much time for other boards.

[Larmil]

Great Idea, JohnH!

I probably sound like a broken record here because I've pushed this idea on other threads, but I really believe trying to move clients toward using email is a powerful efficiency tool. If someone calls me I'll try to return the call either late the same day or the next day. But if they email me I usually respond within a few minutes, even if only to say I'm looking into it and will get back to them.

Oftentimes clients are reassured just knowing you're aware of their questions, and using email really does allow you time to ponder the question & formulate an answer. Getting them to write the question also forces them to focus on getting all the relevent info to you. It also minimzes conversations about the weather, their families, the economy, politics, etc. when you're trying to answer tax questions.

I will use it in my office.

[Black Bart]

But, but...John

...I really believe trying to move clients toward using email is a powerful efficiency tool...

Although I have one and ThomTax has one and I know they've got a few down at Little Rock, I'll still have to buy about 400 more computers for my clients to make it work.

Do you think maybe I should go ahead anyway? I sure wanna keep on the cuttin' edge of high-tech stuff (I'm thinkin' about maybe gettin' a cell phone pretty soon).

[JohnH]

Bart: Just tell them all you're not communicating with them anymore until they get a computer. That should streamline things. Sometimes you've gotta take the intiative.

[S T]

Emails

I agree with John H, emails have made my life so much easier and less interruptions and I do tend to answer them, before I answer a phone call. So I encourage any of my clients to use email for the first contact.

If the email sounds like it needs a phone conversation, I email back and ask a good time and contact number to have a phone conversation. The client will usually respond with times, dates and correct numbers to call.

I realize, and I have some of those clients, that not everyone has a computer, or internet or email, but you would be surprised if you were to ask! So many of my clients in 2006 and 2007, and currently that I did not think had email, when I asked they said "well of course I do" a couple of the clients were in their 80's. I asked if I could send them emails or communicate, and they said "of course".

Cute story and a positive factor , a client last year in her 80's, stated she could not figure out how to fax me a zillion pages of documents. She thought she had to do one page at at time and redial each time, to make sure I received the fax and that was really a burden for her and troublesome.

I asked if she had a scanner (already knew she had email), she said yes, but she didn't know how that really worked either, but she would ask her daughter. Her daughter spent a few hours with her and taught her how to scan and attach to email. That was easier for this client than learning the fax. The client, sent me all of her important documents via scan/email attachments, and she was so proud of herself.

We did them in several emails, with small attachments and I confirmed as I received. It was a blessing for both of us. Taxpayer had fun learning, felt an accomplishment, and I received clear copies and could import straight into my paperless system that I am working on.

With some guidance we can encourage a lot of our clients to transmit documents this way, and it saves us time, paper, toner, etc. All about technology and allowing us to be more productive and also teaching our clients.

Sandy

[JohnH]

One really good way to start this process is to obtain their emails when they drop off their info. Then if any sort of question pops up during the return prep, just email the question to them. Now they have your email address captured on their computer, which makes them much more likely to use it for future questions. I usually look for reasons to ask an email question after I obtain an email address I didn't have before.

Another thing I do is email them my client newsletter in January. I also snail mail it, but I find that sending them an email early in the season with the words "Income Tax - 200X" on the subject line gives them a great opportunity to use email to communicate with me in the future.

And Sandy is absolutely correct about the Seniors - many older clients who didn't use email a few years ago are now frequently very familiar with it. Of course, with younger clients it's just a given that most of them use it on a regular basis.

[ChEAr$]

cell phone

Although I have one and ThomTax has one and I know they've got a few down at Little Rock, I'll still have to buy about 400 more computers for my clients to make it work.

Do you think maybe I should go ahead anyway? I sure wanna keep on the cuttin' edge of high-tech stuff (I'm thinkin' about maybe gettin' a cell phone pretty soon).

Don't DO it. I won't either.

[wv112]

Lots of people go for days without checking their email.

So most of the time phone calls work best in my area. I have maybe 5 clients that I can email and get replies back quickly from.