Improving Efficiency

[MariaMc]

I was amazed this year at how many tax returns I completed in late March/early April that could have been completed in February since the client just procrastinated in coming in. I had about 20 tax returns that went on extension because the volume of what came in was so incredible in the last 2 weeks of the season.

Some of these people were amazed that they dropped off their return the weekend before the 15th and were calling on the 14th to check on the status of their return....unbelievable.

I was thinking of having my receptionist call some of these people in February next year to try and setup appts rather than wait for them to call. I hate to lose any clients because I wasn't able to complete their return on time but I think the public expects their work to get done because there are so many walkin places that could complete their return.

Plus the fact that there are so many new clients that come in the last couple weeks, especially some with "special issues", I can't have my schedule booked up with appts that I can't get to the easier recurring dropoff tax returns.

Any other recommendations ?

[taxea]

I certainly agree that clients expect their returns done in short order due to the companies that can do their return in 1 hr.
What they don't realize is that most of these places/preparers take the docs that come in, do the return and don't check for anything that was missed.
I have my office manager call all clients we haven't heard from the first week of March.
Her questions are
1. do you intend to use our services this year?
2. do you need us to file an extension for you?

All clients are told:
We have not received your documents yet and would just like to remind you that all returns are done on a first in first out basis. If your docs are not complete and your return has to be put on hold you return will be delayed. Extensions will automatically be filed for these returns.
About mid March I do a "down and dirty calculation" to be sure they are not going to owel. If they do owe I have them send a check by the deadline and complete an installment agreement dependent on the amount due.

I have to say that this year was horrendous with all the changes and new laws. It really slowed me down. I plan on sending a letter of apology to my clients once I get everything done hoping it will appease them enough to return next year.

You can only do what you can do. If the return can't get done because they waited until the last minute I put the blame back on them.

[JG EA]

I was amazed this year at how many tax returns I completed in late March/early April that could have been completed in February since the client just procrastinated in coming in. I had about 20 tax returns that went on extension because the volume of what came in was so incredible in the last 2 weeks of the season.

Some of these people were amazed that they dropped off their return the weekend before the 15th and were calling on the 14th to check on the status of their return....unbelievable.

I was thinking of having my receptionist call some of these people in February next year to try and setup appts rather than wait for them to call. I hate to lose any clients because I wasn't able to complete their return on time but I think the public expects their work to get done because there are so many walkin places that could complete their return.

Plus the fact that there are so many new clients that come in the last couple weeks, especially some with "special issues", I can't have my schedule booked up with appts that I can't get to the easier recurring dropoff tax returns.

Any other recommendations ?

Some of the tax professionals in the area set up their appointments like a dentist office does. They preschedule and have them call if they need to change and they call and remind them a day or two before the appointment.

I don't do this. Most of my clients call for an appointment - how I prefer - and then we work them in on the next available appointment. But I do have to work on drop-off returns. We tried for a while giving them a paper that said their return would be done during the next available appointment time and then we would call them for questions. After we call for questions it would be about a week after that to finish up. But, I felt very backlogged with drop-off's and mail-in's.

So, this next season I think we'll make the appointment to work on their taxes when they drop off. That way the time won't seem so long for them.

I also noticed people being very late this year, and I also gave more extensions than I like.So, if this is how it is going to be, I think the next tax season I will just routinely ask if they want an extension.

[JohnH]

I'm still of the opinion that it's best to work as much as possible by mail-in and drop-off. Having the client sitting there while you work is a time-waster in my opinion. I do everything I can to keep my clients out of my office so I can get some work done. If I'm missing something, over half of them can send it via email. The rest can fax it in, or if they must, dropping it off is a last resort. In any event, get the info to me and then leave me alone.