7 Checklists for Scheduling, Petty Cash and More

Apply systems to the nuts-and-bolts chores.

By Jassen Bowman

Every office function should have a system.

MORE: Difficult Phone Calls Are Opportunities | 11 Steps for Handling Client Complaints | Office Safety and More: Checklists for Your Tax Resolution Setup | How to Build a Tax Resolution Business | Why Lists Are Not Leads | Your Sales Funnel Needs Systems
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Here are some miscellaneous but vital functions and how to handle each one.
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Difficult Phone Calls Are Opportunities

Hand holding phone with dollar signs pouring outWhat to say about fees.

By Jassen Bowman

If you are actively engaged in marketing your practice, it is inevitable that you will receive telephone calls with the dreaded, “How much do you charge for a tax return?”

MORE: 11 Steps for Handling Client Complaints | What You Tell Yourself Matters | Hiring, Firing and the Checklists You Need | Focus On Your Ideal Clients | The Secrets of Multi-Hit Marketing | How Tax Resolution Works
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What NOT to say …

  1. “We don’t provide fee quotes over the phone.”
  2. “Tell me a little about your tax situation and …”

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11 Steps for Handling Client Complaints

Two clients complaining in officeThey might come to you unhappy, but they don’t have to leave that way.

By Jassen Bowman

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: What You Tell Yourself Matters | Use Checklists to Get New Tax Clients What Your Tax Resolution Staff Must Do | Are You Quitting on Leads Too Soon? | Grow Faster, Be More Efficient
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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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What You Tell Yourself Matters

Young man fixing collar in mirrorWhy goals and affirmations are important.

By Jassen Bowman

Every day, you should go through your goals checklist.

MORE: Use Checklists to Get New Tax Clients | Office Safety and More: Checklists for Your Tax Resolution Setup | How to Build a Tax Resolution Business | Why Lists Are Not Leads | Your Sales Funnel Needs Systems | Need a New Service Line? Consider Tax Resolution
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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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Use Checklists to Get New Tax Clients

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

By Jassen Bowman

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

MORE: Office Safety and More: Checklists for Your Tax Resolution Setup | Hiring, Firing and the Checklists You Need | Focus On Your Ideal Clients | The Secrets of Multi-Hit Marketing | How Tax Resolution Works
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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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Office Safety and More: Checklists for Your Tax Resolution Setup

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

By Jassen Bowman

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: Hiring, Firing and the Checklists You Need | What Your Tax Resolution Staff Must Do | Are You Quitting on Leads Too Soon? | Grow Faster, Be More Efficient | 4 Tax Resolution Industry Flaws
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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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Hiring, Firing and the Checklists You Need

Magnifying lens over group of job candidatesFrom marketing to onboarding to termination.

By Jassen Bowman

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: What Your Tax Resolution Staff Must Do | How to Build a Tax Resolution Business | Why Lists Are Not Leads | Your Sales Funnel Needs Systems | Need a New Service Line? Consider Tax Resolution
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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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What Your Tax Resolution Staff Must Do

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

By Jassen Bowman

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

MORE: How to Build a Tax Resolution Business | Focus On Your Ideal Clients | The Secrets of Multi-Hit Marketing | How Tax Resolution Works
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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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How to Build 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: Focus On Your Ideal Clients | Are You Quitting on Leads Too Soon? | Why Lists Are Not Leads | The Secrets of Multi-Hit Marketing | Grow Faster, Be More Efficient | Your Sales Funnel Needs Systems | How Tax Resolution Works | 4 Tax Resolution Industry Flaws | Need a New Service Line? Consider Tax Resolution
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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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