Phone calls for help....

[equinecpa]

Ok we've all been posting our peeves and venting, I have a question along the same line.
How do you draw the line on phone help?

I was really irked by someone who called the other day. It wasn't their questions that bothered me it was that they were obviously preparing their own return. I think they would have paid for a 15 minute appointment with me for my help but I just didn't have time plus I don't encourage the preparation of self-employed returns by those who really don't have a clue. I actually answered their questions, " do I need to file a form SE and where do I put..."

Now my problem. I often convert these people to clients so I politely assist them...this one I probably should have suggested come have me prepare the return but I was tired and not as sharp with my phone skill as usual, and frankly at that time the last thing I wanted was another client!

But what do you do about those who call with just a quick question? Do you politely say I don't answer questions on the phone, and suggest they make an appointment (which might be an issue with my practice as I have clients across the country). Do you say "ask wiki"? I hate to be curt because you never know what conversation might lead to a good potential client...but on the other hand...I'd never call a mechanic and ask "how do I ..."

I feel very used when I answer these peoples questions and they merrily say thank-you for your help never to be heard from again.

CArolyn

[BHoffman]

Carolyn - I tell them I can't give specific tax advice over the phone and ask them if they'd like a quote for me to prepare their tax return. Politely and with great enthusiasm at the idea that they would become my cherished client. New client discount offered, etc.

I'm very leery of giving advice over the phone to strangers due to the notion that they could try to avoid penalties by claiming that "BHoffman CPA told me it was OK". Even though we wouldn't be acting as a paid preparer, I'm not sure that we wouldn't somehow get tangled up in a mess they might create merely because they mention our names.

This is the same reason I won't check self-prepared returns. If I'm not signing the return, then I have no comment.

[KBTS]

Generally, I get two kinds of calls - price shoppers and those trying to prepare their own taxes. I do not think I have ever been able to "convert" either type of caller, so I have just taken the approach that I do not answer tax questions on the phone for non-clients.

So for the price shopper, I just state that I cannot accurately give a price without seeing everything they have. If they press the point, I will just say my price starts at $xx and goes up from there depending on the complexity of the return.

For those trying to do their own return, I really try to stick to my policy of not answering questions for non-clients. I explain this to them and tell them there is too much liability for me to give tax advice when I may not know all the details. Even after telling them my policy, I am still amazed at the number of people who keep pushing and say "but it's an easy question" and expect me to answer. Some are looking for forms, so in that case I refer them to the IRS or PA DOR website. Not sure why they think I am sitting here with a stockpile of forms, but that seems to be the general impression people have of tax preparers.

[BP.]

my price starts at $xx

Did you leave off an "x" ?

I pretty much do what you guys do- no quick answers anymore over the phone. Some callers looking for info do convert to the "cherished client" status, so I try to be polite & professional, but I've learned to be guarded.

And no quoting last year's AGI, or last year's tax results, or last year's PIN, either. These people are trying DIY, but still apparently need me somewhat, but don't want to pay me. If they've misplaced last years's copy, I can provide one for a fee. I used to give out free copies, but the missing forms often miraculously appear as soon as I quote a fee for prior year copies. That counts as free help, right?

Someone did call me late in the day yesterday seeking that info, and she was miffed I wasn't dropping everything to look it up for her on the spot.

[Uncle Sam]

Phone Calls for Help

Just five minutes ago - I got an anonymous call from someone I don't know who had "just a basic question" - something to the tune of she set up 3 different entities to do the same type of work - and that's where I cut her off.
I explained that in order to assist her - she needed to come into the office for an appointment and show me documentation of what she's talking about. Her reply was "someone else told me I can call you and get a basic answer".
I once again repeated - I can't provide blind advice over the phone.
That was the end of the call.

[JohnH]

I think you gave her a very good basic answer.
The basic answer was, "Your situation isn't basic".

[erchess]

Interesting Thread

I get the price shopper calls but not the wanting help calls. My response to the price shoppers depends on my mood. Sometimes I kindly but bluntly ask them if they believe that their return is so simple any professional preparer will do a good job so they are looking for the lowest price. If they say NO I talk about being an EA and my experience but if they say yes I just say that I am certainly not the cheapest person out there. Other times I talk to them a little bit about their situation and give them a rough estimate. I convert about half of my price phone calls into clients and both approaches work about the same.

Someone, not sure if it was this thread or not said they don't do delinquent returns. I do a fair number of those but only if they are ready to get current.

[luke]

excellent advice

from BHoffman - You CAN be held liable for "advice" you provide over the phone - I know it sounds far fetched but it HAS happened and why would you want to get in that kind of mess - You could always say your e&o insurance carrier will not permit you to answer questions (provide advice) over the phone....
Have a GREAT off season and just think its less than nine months till we do this again!

[Burke]

from BHoffman - You CAN be held liable for "advice" you provide over the phone - I know it sounds far fetched but it HAS happened and why would you want to get in that kind of mess - You could always say your e&o insurance carrier will not permit you to answer questions (provide advice) over the phone....

Isn't that kind of what we do on this board? Sometimes we know who is doing the asking and sometimes we don't.

[gboykin]

For the price shoppers, I tell them that this is one of the most important thing that they will do with their finances this year. If price is their main priority with this, then I am probably not the person they want to choose. If they want a quality product at a fair price, I would be more than happy to make them an appointment and give them a price after I've gotten adequate information to base a fee. At that point, they can let me finish the return or take their documents with them with no hard feelings. Never had a client leave after getting the price.

[JohnH]

You could also tell them that buying tax advice is like buying oats.

For a fair price I can get you good quality oats.

On the other hand, if price is all you're interested in, then for a little less money you'll have to go somewhere else and maybe settle for oats that have already been through the horse.

[taxea]

Ok we've all been posting our peeves and venting, I have a question along the same line.
How do you draw the line on phone help?

I was really irked by someone who called the other day. It wasn't their questions that bothered me it was that they were obviously preparing their own return. I think they would have paid for a 15 minute appointment with me for my help but I just didn't have time plus I don't encourage the preparation of self-employed returns by those who really don't have a clue. I actually answered their questions, " do I need to file a form SE and where do I put..."

Now my problem. I often convert these people to clients so I politely assist them...this one I probably should have suggested come have me prepare the return but I was tired and not as sharp with my phone skill as usual, and frankly at that time the last thing I wanted was another client!

But what do you do about those who call with just a quick question? Do you politely say I don't answer questions on the phone, and suggest they make an appointment (which might be an issue with my practice as I have clients across the country). Do you say "ask wiki"? I hate to be curt because you never know what conversation might lead to a good potential client...but on the other hand...I'd never call a mechanic and ask "how do I ..."

I feel very used when I answer these peoples questions and they merrily say thank-you for your help never to be heard from again.

CArolyn

I don't answer the phone during the tax season. It becomes a message leaving machine only. I don't answer questions for other than my clients. My standard response is:

I prepare taxes I am not a tax instructor. If you would like me to prepare your taxes I will be happy to send you the necessary worksheets and checklist that helps you gather your information., Once you have everything mail it or drop it off. If I have any questions I will call or email you.
Consultations for non clients are $150 an hour. The charge can be used to lower the tax prep fee should you decide to have me prepare your returns.

[jeff501]

Over the years I've found out that when the first thing a caller asks is my fee I don't really want them as as client anyway. Generally, it seems like these people bounce around from office to office looking for the best deal each year and don't like to pay when their taxes get done. On more than one occasion I've heard "I forgot my checkbook" when I get their return done. Needless to say, in that case we don't give them their return or e-file until they come back in and pay. Still have a few returns in the computer from prior years. Some people say they'll be back, leave their W2's etc. here and never even come back to pick them up.

We call them from time to time and heard it all, didn't know so many people had relatives or pets die, and a lot of people must drive junk cars around here. The repair shops must do a good business.

[geekgirldany]

I quit giving advice after reading either here or somewhere else about being held liable. At the time I really did not think of that. Most are price hunters but I do have a few asking questions on their returns. Things I could not possibly answer like is it better for us to do MFS... I don't know come by and let me prepare the return and we can see.