satisfying clients - how far do you go?

[oceanlovin'ea]

I have a long time client that is very upset with me. I forgot to change her bank deposit information and so she didn't get her refund when she should have. She is still working in late 60's and admits she has bad nerves.
She sent me emails about not getting her return and we figured out that it went to the wrong bank account. She gave me the new information and I didn't change it. She is so angry. She said she will have bounced checks because it didn't come when it was supposed to. (you never mail out checks if the money isn't there...but that is beside the point)
Then she wrote back that a friend had this happen and it took 18 weeks to get her money. I have called IRS and check will be mailed on 25th.
I offered to cover the bounced check charges. That doesn't seem to make her feel any better. The last email said she was upset about this and feels something can be done.
I'm not sure what else I can do.

What would some of you do if this happened to you?

Linda, EA

[Jesse]

It's tough, been there, done that - as far as the bank account. I'm sorry and refund the Prep fee if you must for goodwill.

If it were me I would NOT refund the bank charges. Nothing is guaranteed, I tell taxpayers "don't spend it before you get it"! That is not your fault.

I'm sure she has all sorts of friends with horror stories as to your "screw up". Hopefully she can get over it, if not let her move on. Then you move on too! In a perfect world this may not have happened, but this is not a perfect world and we are ALL human susceptible to making mistakes.

It stinks, it makes one feel awful, and if your like me you beat yourself up enough.

[KBTS]

Everyone makes mistakes - don't beat yourself up over it. Offer to refund her tax prep fee this year and maybe even extend the offer to do next year for free (or large discount). You have apologized and tried to make it right, so there is nothing more you can do. If she wants to stay angry and pout over it; that is her choice, but don't let her choice make you miserable.

I agree that you should not refund the NSF check fees. It is not your fault she never checked with her bank to see if the refund really got deposited. We are dealing with the IRS here after all - there are tons of reasons her refund could have been delayed and she would have had the same issue with bad checks.

[BHoffman]

My software prints out a "Direct Deposit Summary" that shows the banking information. There is a place for the client to sign and date at the bottom that the banking info is correct. They have the chance to change any info on that form. That form is returned to me along with the 8879s before I'll efile anything.

Does your software give you anything like that "Direct Deposit Summary"? It's a great CYA document to have in the file.

[Jiggers]

My software has a form that shows the bank, routing number, and account number and I have my clients verify the information and then sign the form.

No return with a direct deposit gets e-filed without that signed form.

The same information about the bank is also printed on the 8879.

I am not paying overdraft fees for anyone.

[erchess]

Voided Check

I always get a voided check from a client if I am doing DD. I retain it permanently after entering the data from the check. If the client did DD last year I clarify whether they are giving me the same account but even so I get a new voided check. This way if something does go wrong it's clear whether it is my fault. So far it never has been my fault. On the other hand I've made other mistakes. All we can do is our best.

[FEDUKE404]

A failure to communicate

My software prints out a "Direct Deposit Summary" that shows the banking information. There is a place for the client to sign and date at the bottom that the banking info is correct. They have the chance to change any info on that form. That form is returned to me along with the 8879s before I'll efile anything.

Does your software give you anything like that "Direct Deposit Summary"? It's a great CYA document to have in the file.

While my software does not have that summary form per se, I have created my own form that I send to every client along with Form 8879. The form simply shows the name of the bank, the DAN/RTN numbers, and a box for checking/savings. I also have summary paragraphs for federal/state refunds/debits, and for those who choose automatic debit of federal estimates another reference to same. The client must sign at the bottom. If there are any problems (thank goodness there have not been!) my defense will quite simply be - "Here is what you provided for me to use."

Although I will bend a bit for honest errors on my part or that of a client, I feel zero responsibility if I filled in the correct account information and/or the clients tried to spend the funds when the money was "supposed" to be in their bank account.

FE

[AZ-Tax]

My organizer (TO)

My TO has a section for "repeat" clients and "new" clients. All the repeat clients have to do is mark yes or no if they want their refund deposited in same acct as in the previous tax year.

The new client needs to enter their routing and banking info and my TO are PDF fillible forms so 90% type the data in.

I encourage both my repeat and new clients to complete their TO at home with hopes to kinda make them think while they are completing it.

All your ideas of obtaining a voided check, sign a direct deposit form with their rn/cn but thou not guaratneed. They could give you a voided check from the wrong acct, didnt bother to check direct deposit form for accuracy etc...my TO is also not guaranteed to work at all times.

This happen to a client of mine a couple years back. IRS told me when its rejected by the bank, defaults into a paper check.

Oceans, consider discount her 1/2 tax prep refund at the most., If she wants more, maybe tell her to find another tax preparer.

[JAinNC]

Yes errors happen, we are human, do much work-- greater chance of screw ups.

With unhappy client - all you can do is be up front as you did. Own the mistake. Never blaime an employee or the computer, or the weather. Apoligize and offer what is fair for their inconvenience. THEN SHACK IT OFF!.

But do learn from every mistake and impliment safe guards to avoid that one again. The mistake is not wasted as long as you learned something.

Jeannie EA

[Roberts]

I wouldn't cover the cost of the over drafts - that's not your responsibility.

Just because your client hired you doesn't mean they no longer have to treat you with respect. Mistakes happen, it's part of life. If the client continues to pursue an attitude, you do have the right to fire them.

I'm dealing with a client who inherited a large sum of money and transferred it all to me to invest. Now he seems to think he owns me 24x7 because he's transferred the funds to me. He even told me that he expects me to show him appreciation for the opportunity. HUH? He was a great guy the first 5 years I worked with him but now he's "wealthy" and thinks it's ok to be a jerk. One more outburst and he's out the door.

[BP.]

All the repeat clients have to do is mark yes or no if they want their refund deposited in same acct as in the previous tax year.

"Same account" can sometimes mean a different routing number as banks consolidate, buy, sell, whatever. We go over the RTN/DAN info and client signs there.

Linda, I wouldn't pay the overdraft fees, either. That was her bad decision. You apologized, you called IRS, and you got her the refund info and date. That's all you can do. I might consider doing next year at no charge if she called, and if I still wanted her as a client.

Try hard to brush it off; it happens, and you gotta lotta work at hand, I'm sure!

[oceanlovin'ea]

Thanks everyone

You make me feel a lot better. I knew it was just a mistake. But since she has been a client for so long I really don't want her to be upset. She has always been so sweet. But guess you just don't ever know. I know her life is stressful. She works at Walmart stocking shelves in the pharmacy department and works really hard for a lady 67 years old.

I won't mention the overdraft charges again. I will send her a card and put in it a coupon for next year at no charge. I'll wait a little bit so she can cool off.

Our clients think we are perfect and work cheap and fast. Too bad that's not real life.

Linda, EA

[geekgirldany]

I agree with the others that I would not pay the NSF fees. If you don't have the money in there then you should not spend it. I had a client do the same thing with their paycheck that is direct deposited. It did not get in there on time and he had several bounced checks... including mine.

All you can do is apologize and maybe offer to do next years for free. We all make mistakes. I use to dwell on my mistakes so much that it would make me sick. I stopped doing that a few years ago. I learn from them and move on. Can't tell you how much of a weight that has taken off my shoulders.

[DaveO]

If a baseball player in the big leagues can bat .400 he will be a national hero. Anything less than 100% and people will treat us like the village idiot. We are all human and we all make mistakes. You did what you needed to do to make it right with her so ease up on yourself.

[Peachie]

Linda, this happened to me first week in February.

I realized that I had left the account number off completely. I called my client explaining my error and that her refund would be delayed. I told her I hoped she had not written checks against the refund. I repeatedly said OMG, OMG. She just laughed and said she'd be fine. She said as long as I've been preparing her taxes she has never had any problems, and this error wasn't going to make her nuts. Said she was glad to know I'm not infallible. She received her money two weeks later and all is well.

Not sure your client's age is the issue. I guess I have a problem when people use age as a reason for whatever the problem is. She could have been 40 and still upset that she didn't receive her refund when expected. More to do with expectations than age. Do I get a bit sensitive when age becomes the factor. A little bit. I am older and things do get on my nerves but it has nothing to do with me being in my 60s. Certain things just rub me the wrong way.

Your client will recover.

Peachie