Clients! And non-clients!

[Jiggers]

All in one day:
1. "My daughter applied for a job and when the background check was run it appears that her identity was stolen. What do I do? I don't know who else to call."
2. Acquaintance, not a client, called. "I am trying to do my own return and need help. Are you busy?"
3. Client shows up. Received two checks, each $4.10, for "Insurance Litigation Settlement". "What is this?" I asked if she received previous correspondence. She has no clue. Researched using Google and found information to give her.
4. Neighbor showed up, just to chat. 35 minutes lost. His sis is a CPA and knows how busy we are.
5. Tardy client called. "Get extension, but my daughter is filing herself. Claiming herself. Student." Parents pay tuition and I told her no tax credit since they aren't claiming her. I asked what kind of wages did her daughter have, with the standard deduction and exemption she probably wouldn't get much of a tax credit and that is lost. All of this flew over her head and she is a school teacher. Scarey.

And then I wonder why I can't get returns out.

[AZ-Tax]

Jiggers, get an office mate that is a counselor

2 couples married for quite a few yrs and had them for clients for years, decide to get divorced in 2010. This has to be the worse part about this career for each one is hinting for me to take their side. One day I had a couple come in and get into a nasty fight....I kidded by saying the marriage counseling is down the hall. Put a smile on their face and so far they are still together.

Yes, the public may not be aware of this but we tax preparers wear another hat, the 1 way counselor which I am. I rarely give them personal advice due to leaning my lesson once. One couple was complaining about their son who use to be a client of mine. I told them their son should think things out before he talks. Well I dont think they liked what I said but that was a couple yrs ago and they are still my clients. Never the less, I am not pushing my luck.

[RitaB]

Sounds like my Monday

And then I wonder why I can't get returns out.

Ha ha ha - ain't it the truth? The very ones that yak for 45 minutes, finally leave because two families are waiting to see you, are the ones who call two days later, "Just wondering if you need anything else..."

No, you are wondering if I have YOUR return ready, and if not, why the $%^^ not?

And, here's a burning question: Why do people think we need to meet the entire family when they drop off their stuff?

[Jesse]

2. Acquaintance, not a client, called. "I am trying to do my own return and need help. Are you busy?"

I'm from a small town and I find it amazing the number of "friends" I have the first few months of the year. Just "quick" questions!

4. Neighbor showed up, just to chat. 35 minutes lost. His sis is a CPA and knows how busy we are.

But if no one else is in your office you must not be busy! I don't understand why they don't understand THIS is when I get my work done!

5. Tardy client called. "Get extension, but my daughter is filing herself. Claiming herself. Student." Parents pay tuition and I told her no tax credit since they aren't claiming her. I asked what kind of wages did her daughter have, with the standard deduction and exemption she probably wouldn't get much of a tax credit and that is lost. All of this flew over her head and she is a school teacher. Scarey.

Oh, but if she doesn't claim herself she won't get the Making work pay credit nor the American Opp Refundable Credit. All her friends got an extra $1,000!!!!!

Never-mind the fact that it is NOT suppose to be a choice or the fact that if done correctly chances are Mom and/or Dad would get even more than the kid!

And, here's a burning question: Why do people think we need to meet the entire family when they drop off their stuff?

Including the grandkids!!!!!!!! Yes I ask the same question!

[JohnH]

We all have them, and some of them are just difficult to turn away or ease out the door without being rude. But it helps to:
1) Have a drop box for after-hours drop off;
2) Encourage them to mail their info to you (and mail it back to them)
3) Try to migrate them over to email rather than phone or personal visits for questions.

In short, I do everything possible to keep my clients out of my office so I can get some work done.

The other side of the coin is to be responsive:
1) I always email them to let them know I got their drop off or info in the mail.
2) I return emails immediately, even if only to say I received their question and I'm looking into it
3) I return phone calls by the end of the day or early the next day.

Most clients are fairly patient if they have some assurance that their issue is in your lap and you're thinking about it. They're less concerned about whether an answer because the know it will eventually be on the way back to them.

That then winnows the list down to those who demand your immediate attention, and the larger question of whether you want to tolerate their demands, as well as how much of a premium you plan to charge them for that privilege.

[RitaB]

Amen, Brother

That then winnows the list down to those who demand your immediate attention, and the larger question of whether you want to tolerate their demands, as well as how much of a premium you plan to charge them for that privilege.

I just sent a potential new client away because he seemed put off that I have two weeks of returns ahead of him. Who is NOT two weeks behind? Who would not understand that? Somebody that is just getting around to calling an accountant, that's who.

He also asked didn't he need to be there when I did the return?

Then, he asks if he brought his stuff in on March 30... Wow.


I believe I read those signs about right.

[Jesse]

Who would not understand that?

But Rita.....mine is easy.

Why would it take so long and why does it cost so much! Mine is really easy.

I could do it myself but I'm afraid I'll miss something.

I bet you like easy one's like mine, I mean it's really an easy one.

[JohnH]

In my office, anyone coming in at this late date automatically goes on extension - even the non-itemizers. That takes Apr 15 (18) off the table and allows me to make the most effective use of my time. Many of them will still get finished by the due date, but there's no guarantee and no pressure. If they can't live with that, then they need to go somewhere else. It's too late to have any other conversation about THEIR need for speed.

I can't tell you how liberating that policy is, and I'm not coming to work bleary-eyed, sleep deprived, cranky (well, maybe a little cranky sometimes), or pulling my hair out. (Plus, I'm a little less inclined to reach over and pull THEIR hair out at times).

[BP.]

"Just wondering if you need anything else..."

No, you are wondering if I have YOUR return ready

How true! Thank you for reminding me the agenda behind these calls.

Why do people think we need to meet the entire family when they drop off their stuff?

This is for real! "I brought the kids in so you could see them!"

I have two weeks of returns ahead of him. Who is NOT two weeks behind?

Guilty! And I refuse to feel bad for people who, no, I can't give you an appt this Saturday, or tomorrow, just 'cause you happen to be off work.

[RitaB]

Yeah

[QUOTE=Jesse;117988]But Rita.....mine is easy.QUOTE]


Yeah, "all" he has is a rental property that sold in another state. Oh, and sold some Scott-Trade. And the routine stuff. You know, piece of cake.

Honestly, I don't mind a tough return, but I do mind a tough client. "What if I bring it March 30" indeed.

[Jesse]

But Rita - all's you gotta do is put some numbers on a couple forms.

[Roberts]

And then I wonder why I can't get returns out.

Almost all of this could be handled / directed by an assistant.

[Questionguy101]

Some years ago, a stranger walked into our office and then asked "is this the IRS?".

It turned out he was a new immigrant and he couldn't tell the difference between the IRS and a tax preparation firm.

[geekgirldany]

All in one day:
And then I wonder why I can't get returns out.

I know what you mean. Today has been quiet for me and I have been able to get some work done. I tell you we do wear two hats. I even had one client tell me I was his psychiatrist.

With the long talkers I've got a way to get them out the door now. First I will sit for 15 minutes and talk. Then I try to start winding the conversation up. I get up from my chair which most of the time gets them up. We continue talking and I walk to the door. After a few steps I tell them "well have to get back to work". Then they leave. It has been working for me so far.

[taxea]

First words out of my mouth to non-clients "May I have your name and address so I can send a bill for consultation. My fee is $300. an hour".

To "passers-by"..."Have a seat over there and we can talk when I am free"

to clients that allow stupid things to happen I offer to do whatever is necessary to correct the problem, for a fee, of course.