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    Customer Relations Problem

    Ok I got a voicemail message from a man who is a client and whose adult son is a client to the effect that the man wanted to talk to me about the son's matter, of which I was already aware the man had detailed knowledge. Fortunately for me the call went to voicemail and I didn't retrieve it until to late to call back. Therefore I have so far avoided babbling incoherently out of shock.

    I obviously know that I cannot discuss his son's tax situation with him unless his son is present and has been offered the option of having me tell Dad to get lost. I won't even confirm the details the Dad already knows. But I am undecided as to whether to even return the call.

    Background information - I have been playing Telephone Tag with the son for three weeks but apparently neither of us can call the other when the other is willing to answer the phone and he has ignored my repeated pleas that he call me one night and tell me when between 9 and 5 the next day he wants me to call him and I will. Naturally I can't reveal even this to Dad.

    1. I could ignore Dad and continue my efforts to reach the son.

    2. I could call Dad and explain that without his son on the line I cannot discuss the son's affairs and also continue my efforts to reach the son.

    Which should I do or is there a best option that I am overlooking?

    By the way here is the problem. The son went to an unscrupulous preparer for several years and didn't pay attention to the inflated deductions. He got caught and last I heard the preparer had been raided by the IRS but of course the young man still had a debt to pay. In August of 08 he did an installment agreement because I told him that he had too much property and too much income to do an OIC and at that point it was too late to argue that he didn't owe the tax which by the way would never have worked anyway. He has since lost his well paying job and been unable to find work and he has sold some assets to raise cash. Now he is wanting to look again at OIC or at least at a renegotiation of his installment agreement. I'm willing to look at the situation again but he comes behind clients who when they call and don't get me leave specific times to call them and answer the phone at those times. He was single when he incurred the debt but he got married in either 07 or 08 and has always filled MFS because his wife does not wish to pay his debts. Any observations on his case would be welcome as well. My thought would be that if he can make a significant extra payment to the IRS then he should be able to arrange a reduction in his monthly payment. If his Unemployment Insurance runs out before he gets work we might be able at that point to work out something else but the Service is not going to respond to an emergency that does not yet exist and might not ever exist.
    Last edited by erchess; 06-16-2009, 01:45 AM.

    #2
    Hi Erchess -

    I would return Dad's call and see what he wants. If he wants to talk about Sonny, I would very kindly explain to Dad that Son is not a minor and you aren't free to discuss his tax business with anyone, even his own father and that you're sorry about that, but there are rules and you are bound by them.

    I would invite Dad to bring Son to my office for a conference. I would stop calling Sonny. He has your phone number.

    How does that sound?

    Comment


      #3
      TY BHofffman

      That makes a lot of sense to me except that I don't see clients at my home and only office so I will ask Dad to set up or have Sonny set up a time when I can meet with Sonny and if Sonny is willing also with Dad, at either Dad's house or Sonny's.

      By the way I thought you knew how I do business. I have a four wheeled cart that contains everything I would ever need including a laptop. printer, paper, office supplies and so on. The cart even has a nylon shell in case the weather is unpleasant.
      Last edited by erchess; 06-16-2009, 01:58 AM.

      Comment


        #4
        I didn't know you worked that way either

        Well I have an office and play phone tag sometimes. I will tell them to call between a certain time. I've called people and they have answered to only tell me they don't have time to talk. I just tell them to call when they have a chance. The other day called a fellow and finally got him. I was told "can't talk now, diggin a hole in the neighbors yard". "Okay... call me tomorrow". Don't know what the hole was for

        You might want to meet up at Sonny's house. Might go to Pop's and Sonny not be there. Sonny might expect Pop's do it for him.

        I often have to tell client's that I can't release information or talk to them about their relatives returns. I often get it with those that are "shacked" up. Picking up returns, bringing the signature pages back. I quit that awhile back.

        Had a Sonny that had Mommy pick up his returns. I got verbal and email from him stating that it was okay for her to pick them up. I did not discuss his returns with her. Just told her X where he needed to sign and for him to call if he had any questions.

        Comment


          #5
          I don't meet clients at my home either......

          I have regular business hours and have my clients stick with them.

          Attorneys have regular business hours.......
          Bankers have regular business hours........
          Doctors have regular business hours........if you have an emergency you go to the emergency room and you still won't see your doctor.............

          The IRS has regular business hours..........

          My competitors have regular business hours.........

          I tell my clients my business hours and they figure out how to get there during those hours.

          I also don't discuss my client's tax details with their parents or other kin. No can do. And I explain to their parents or other kin of our confidentiality regulations that can cost me my EA license.
          Jiggers, EA

          Comment


            #6
            This is a side issue, but you might want to file it away in the back of your mind just in case it's needed. It may be that a significant extra payment won't be necessary to get the payment amount reduced. Usually, IRS would not consider modification of an existing payment agreement unless the taxpayer defaults on the existing agreement. However, in 2008 they significantly eased this restriction due to the economic crisis.

            I've now had some experiences in which the IRS not only reduced the payment on existing payment arrangements in good standing, but in one case they reduced it to an amount just over what would be needed to pay the interest & FTP penalties (much longer than the usual 5-year maximum repayment period). This client will eventually likely be an OIC candidate but that isn't the situation right now, so we took the next best option.

            All this was done on the phone without submitting any sort of paperwork. In one case I had to terminate the call because the collections person was being a bit of a jerk, but I just called back & got someone more cooperative. It also seemed to me that having the client conferenced in on the call made a huge difference.

            I point this out because it sounds like you're eventually going to have to do something with the son, irrespective of how you deal with the father. If getting a drastic payment reduction would provide some temporary relief, it might give him a chance to get back on his feet.

            Another thought on this concerning the father. I'd call him and explain that I can't discuss the son's tax matters with him, but listen to what he says. One never knows - he may already know the entire situation and may be wanting to pay off the son's tax debt or possibly help with the payments. Having that sort of knowledge might help you greatly in formulating a plan even before you & the son get together. I agree that you can't discuss anything about the situation with him, but you can listen to anything he has to say and thank him for his concern.
            Last edited by JohnH; 06-16-2009, 06:50 AM.
            "The only function of economic forecasting is to make astrology look respectful" - John Kenneth Galbraith

            Comment


              #7
              I agree

              with the other posts so far - you should return Daddy's call - if he wants to discuss son's situation, kindly explain that you cant do that (just as IRS would NOT discuss son's info with him!)

              Comment


                #8
                Don't talk, but listen

                Do call the dad to not anger your good client or even possibly his son. Explain to the dad that you cannot talk about his son's taxes blah blah. But, DO listen to dad. As has been mentioned, you might pick up valuable information. It might help you work with son and IRS. Or, it might help you CYA if dad fills in some blanks that son omitted. It might even help you get paid. So, listen as long as dad wants to talk.

                Comment


                  #9
                  Answer without answering

                  If someone wants to talk about someone else, I listen to them - usually all they want - and then say that as you know I can't talk about particulars on anyother's file because of client confidentiality, jail time, etc., but let me answer your question about (something general) that would apply in all tax situations.
                  JG

                  Comment


                    #10
                    What I would do

                    First,
                    You should have a release of information form that meets the IRS' specifications. You should send one of these to the son and say your Dad wants to talk with me about your taxes. If you would like me to do so please return the form signed. If I don't hear from you I will not talk with him. Then call Dad and tell him that you have mailed a release form to his son. If son returns it signed you will get back to him, Dad. Otherwise privacy laws forbid you to discuss your son's situtaion with anyone.

                    Comment


                      #11
                      Sweet Release

                      I do not have a release form and I agree that I need one. Where can I get one? I kept putting it off because this is the first time since I went out on my own that I have had a request to release info. I know that's odd but anyway the squeaky wheel gets the grease.

                      Comment


                        #12
                        Try IRS web site

                        I found an IRS approved format somewhere. I think it was on the IRS web site.

                        Comment


                          #13
                          There are 7 forms for different situations...they are called 7216 disclosure forms. I downloaded the set from NATP...don't know if you can get it if you are not a member but I will email them to you if you email at anuenue@hawaii.rr.com
                          DIY programs are not a replacement for a good tax pro

                          Comment


                            #14
                            "The only function of economic forecasting is to make astrology look respectful" - John Kenneth Galbraith

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