How to Handle Client Complaints

Two clients complaining in office11 steps to take.

By Jassen Bowman
Tax Resolution Systems

Unhappy clients are a part of doing business. While we strive to deliver the absolute best customer service, provide excellent value in our services and run a first-class operation, it’s simply impossible to please everybody.

MORE ON TAX RESOLUTION: The Importance of Goals and Affirmations | Use Checklists to Manage Your Tax Firm | Tax Resolution Staff Roles and Responsibilities | Follow Up with Leads Longer | 5 Daily Tasks for Maximum Tax Resolution Profitability | 4 Problems with the Tax Resolution Industry
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The key to properly and professionally addressing client complaints is to not be overtly defensive. Adopting a defensive attitude usually just inflames the situation.
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The Importance of Goals and Affirmations

Young man fixing collar in mirrorWhat are you telling yourself?

By Jassen Bowman
Tax Resolution Systems

Every day, you should go through your goals checklist.

MORE: Use Checklists to Manage Your Tax Firm | Checklists for Your Tax Resolution Office Setup | Case Study: Building a Tax Resolution Business | Marketing Requires Ruthless Accountability | First, You Need Clients | The Tax Resolution Client Intake Checklist
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Whether you do this just at the beginning of the day, or also at the close of the business or actual day, be sure to include

  • empowering daily questions,
  • affirmations and
  • goals.

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Seven Essential Checklists for Getting New Tax Clients

Green checks being made on checklistDon't let marketing be an afterthought.

By Jassen Bowman
Tax Resolution Systems

In an ideal world, every business day would feel like the movie "Groundhog Day."

MORE: Checklists for Your Tax Resolution Office Setup | The Ins and Outs of Hiring and Firing | Market to Your Ideal Clients | One-Step vs. Two-Step Marketing | Tax Resolution: A Lucrative Opportunity | 5 Reasons Your Firm Training Needs Nano Learning
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The same things would happen at the same times, day in and day out. Your business would run like a well-oiled machine that simply puts out marketing, takes in clients and cashes checks.
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Checklists for Your Tax Resolution Office Setup

Woman turning door sign to "open"Everything from client interactions to office safety.

By Jassen Bowman
Tax Resolution Systems

The setup of your office environment is important for three primary reasons:

  1. Ensuring workplace safety
  2. Creating a positive client experience
  3. Enabling maximum operational efficiency

MORE: The Ins and Outs of Hiring and Firing | Tax Resolution Staff Roles and Responsibilities | Follow Up with Leads Longer | 5 Daily Tasks for Maximum Tax Resolution Profitability | 4 Problems with the Tax Resolution Industry | When Tax Filing Season Is Over, What’s Next?
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The following checklists will assist you in making sure that your office is set up to achieve each of these three objectives.
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The Ins and Outs of Hiring and Firing

Magnifying lens over group of job candidatesBONUS: Checklists for the various stages.

By Jassen Bowman
Tax Resolution Systems

To grow your business beyond just what you yourself can accomplish, you’re going to end up hiring staff. Unfortunately, with hiring also sometimes comes firing.

MORE: Tax Resolution Staff Roles and Responsibilities | Case Study: Building a Tax Resolution Business | Marketing Requires Ruthless Accountability | First, You Need Clients | The Tax Resolution Client Intake Checklist
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Having a written process for how you conduct your hiring will make the process much smoother. In addition, having written criteria established ahead of time for how you evaluate candidates and make hiring decisions could prove invaluable in the unlikely event of a discrimination lawsuit or other employee-related incident we never really want to think about dealing with.
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Tax Resolution Staff Roles and Responsibilities

An organization chart in a ball shapeNot all preparers are the same.

By Jassen Bowman
Tax Resolution Systems

It is vital that all tax office staff thoroughly understand their role within the organization and comprehend their responsibilities.

MORE: Case Study: Building a Tax Resolution Business | Market to Your Ideal Clients | One-Step vs. Two-Step Marketing | Tax Resolution: A Lucrative Opportunity | 5 Reasons Your Firm Training Needs Nano Learning | How to Turn Routine CPE into a New Marketing Opportunity
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Cultivating a culture of innovation is important, especially for a rapidly growing organization, but order must also be maintained. When everybody knows what’s expected of them, life becomes much happier and people work better together.
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Case Study: Building a Tax Resolution Business

Sending emails from a laptopAutomated touches are the key.

By Jassen Bowman
Tax Resolution Systems

This is the story of a small CPA firm (three partners at the time, now five) in New York City that hired me in January 2011 to help them grow their tax resolution business.

MORE: Market to Your Ideal Clients | Follow Up with Leads Longer | 5 Daily Tasks for Maximum Tax Resolution Profitability | 4 Problems with the Tax Resolution Industry | When Tax Filing Season Is Over, What’s Next?
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This was one of my first such consulting projects. I worked with them to create a written, systematic and scheduled marketing process to drive sales of this service, which then fed sales of their other service offerings.
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