Overcome Objections in 7 Steps

Businesswoman arguing while talking on phoneYou may be tempted to skip ahead. Don't.

By Jassen Bowman
Tax Resolution Systems

Being on the phone and attempting to get people to come in for appointments will, by its very nature, result in having to address prospect objections over the phone.

MORE ON TAX RESOLUTION: 12 Rules for Phone Calls | When to Follow Up on Prospects | Checklists for New Lead Generation | Client Management Checklists for Tax Resolution | How to Handle Client Complaints
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Do not view an objection as outright resistance to avoiding the appointment. Rather, view it as a question from the prospect, and an opportunity to educate and inform.
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12 Rules for Phone Calls

Laughing businesswoman talking on the phone in office in front of four monitorsThese skills remain important, so don't neglect them.

By Jassen Bowman
Tax Resolution Systems

Yes, it’s 2018, but Alexander Bell’s old-timey talk machine is still the #1 sales tool in your office.

MORE ON TAX RESOLUTION: When to Follow Up on Prospects | How to Reactivate Lost Clients | Don’t Ignore Your Existing Leads | Some Office Nuts and Bolts | The Importance of Goals and Affirmations | The Ins and Outs of Hiring and Firing | Market to Your Ideal Clients | One-Step vs. Two-Step Marketing
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It’s the box through which most appointments will be scheduled, even if you have a web-based scheduling system. It’s where most of your reminders are conducted, and is a powerful lead conversion tool. Don’t neglect the importance of phone skills in the 21st century.
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When to Follow Up on Prospects

Businessman typing on laptop, shadows of envelopesYou can divide your efforts into tiers, but you need a plan.

By Jassen Bowman
Tax Resolution Systems

You invest a substantial amount of time and money to generate your leads. After your existing clients and past clients, your unconverted leads are the next best source of future revenue.

MORE: Lead Generation Marketing Must Happen Daily | Checklists for New Lead Generation | Client Management Checklists for Tax Resolution | How to Handle Client Complaints | Checklists for Your Tax Resolution Office Setup | Case Study: Building a Tax Resolution Business | Marketing Requires Ruthless Accountability
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When somebody expresses an interest in your services, you should actively engage them on roughly a weekly basis for at least a couple of years. Yes, years.
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How to Reactivate Lost Clients

Young man getting mail from mailboxSample postcards and letters you can use right now.

By Jassen Bowman
Tax Resolution Systems

The absolute least expensive source of new clients always has been and always will be old clients. A staggering number of tax professionals fail to properly market to retain their existing clients, some of whom then become lost clients.

MORE: Lead Generation Marketing Must Happen Daily | Checklists for New Lead Generation | Client Management Checklists for Tax Resolution | How to Handle Client Complaints | Checklists for Your Tax Resolution Office Setup | Case Study: Building a Tax Resolution Business | Marketing Requires Ruthless Accountability
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This checklist assumes that your 7216 disclosure properly addresses the use of tax return information for marketing purposes. If your past 7216 does not authorize this use, then don’t do this – but update your CURRENT 7216 with such verbiage to allow future use.
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Lead Generation Marketing Must Happen Daily

Man writing on a calendarCHECKLIST: Essential marketing tasks in 31 minutes a day.

By Jassen Bowman
Tax Resolution Systems

The most successful small business owners embrace the fact that new lead generation marketing is a DAILY activity. If you don’t have a full-time marketing manager, then you, as the business owner, need to take this task upon yourself. You should spend time marketing your tax practice every single day, EVEN DURING TAX SEASON.

MORE: Checklists for New Lead Generation | Don’t Ignore Your Existing Leads | Some Office Nuts and Bolts | The Importance of Goals and Affirmations | The Ins and Outs of Hiring and Firing | Market to Your Ideal Clients
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Don’t use the busy times of the year as an excuse to slack off on marketing if your goal is to GROW your business. There are busy times during MOST of the year – February, March, April, June, July, August, September, October – all of these months have unique deadlines and seasonal peaks. This is ¾ of the year!
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Checklists for New Lead Generation

Green checks being made on checklistEverything from social media to direct mail.

By Jassen Bowman
Tax Resolution Systems

When focusing on tax resolution within your practice, you will need to conduct ongoing lead generation marketing.

MORE: Don’t Ignore Your Existing Leads | 3 Checklists for Office Communication | What to Say on Phone Calls about Fees | Tax Resolution Staff Roles and Responsibilities | Case Study: Building a Tax Resolution Business | Market to Your Ideal Clients | Follow Up with Leads Longer | Marketing Requires Ruthless Accountability | One-Step vs. Two-Step Marketing | 5 Daily Tasks for Maximum Tax Resolution Profitability
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This is NOT a comprehensive marketing training manual, and barely scratches the surface of what you can do regarding your lead generation marketing. What’s presented here is intended to give you an idea of what these kinds of checklists look like in order to help you create your own.
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Bowman Webinar: Inside the IRS Financial Analysis Handbook

Click for details

CPA Trendlines expert author sets sessions for Dec. 16, 20 and 21.

Join CPA Trendlines expert and best-selling author Jassen Bowman for three sessions in three days, covering how the IRS analyzes a taxpayer's financial condition and the questions the IRS often asks.

This is an online class that meets for a total of 6 CPE hours over the course of three days – Dec. 19, 20, & 21 –  from 2 pm to 3:40 pm ET (11am-12:40 pm PT) each day.

Register Here

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Don’t Ignore Your Existing Leads

New leads are important, but much less so.

By Jassen Bowman
Tax Resolution Systems

The most successful professional services firms in America put their marketing efforts on autopilot.

MORE: 3 Checklists for Office Communication | Client Management Checklists for Tax Resolution | How to Handle Client Complaints | Checklists for Your Tax Resolution Office Setup | Case Study: Building a Tax Resolution Business | Marketing Requires Ruthless Accountability
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Whether you have a full-time marketing assistant, do all the marketing yourself or distribute duties among your staff, using checklists to systemize your marketing is really the only way to go. Using checklists ensures that your marketing gets done properly and completely.
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3 Checklists for Office Communication

Businesswoman talking on phoneMake sure your investment isn't wasted.

By Jassen Bowman
Tax Resolution Systems

Communicating with your clients and prospects is more important than ever.

MORE: Client Management Checklists for Tax Resolution | Some Office Nuts and Bolts | What to Say on Phone Calls about Fees | How to Handle Client Complaints | The Ins and Outs of Hiring and Firing | Tax Resolution Staff Roles and Responsibilities | Market to Your Ideal Clients | Marketing Requires Ruthless Accountability | 5 Daily Tasks for Maximum Tax Resolution Profitability | 4 Problems with the Tax Resolution Industry
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Use the following checklists to verify that your phone system and website are up and functioning properly each day.
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Client Management Checklists for Tax Resolution

Businessman with laptop and papersAnd how to handle clients once their tax issues are resolved.

By Jassen Bowman
Tax Resolution Systems

Your ability to successfully manage a large client volume is directly related to your enforcement of procedural compliance upon your staff.

MORE: Some Office Nuts and Bolts | What to Say on Phone Calls about Fees | Use Checklists to Manage Your Tax Firm | Tax Resolution Staff Roles and Responsibilities | Follow Up with Leads Longer
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You should manage all internal processes systematically, and your staff should handle all client matters systematically as well.
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Seven Essential Checklists for Nuts-and-Bolts Office Chores

Scheduling, inclement weather, petty cash and more.

By Jassen Bowman
Tax Resolution Systems

Every office function should have a system.

MORE: What to Say on Phone Calls about Fees | How to Handle Client Complaints | Checklists for Your Tax Resolution Office Setup | Case Study: Building a Tax Resolution Business | Marketing Requires Ruthless Accountability | The Tax Resolution Client Intake Checklist | How to End the Tax Revenue Roller Coaster with a Four-Season Practice Model
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Here are some miscellaneous but vital functions and how to handle each one.
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What to Say on Phone Calls about Fees

Hand holding phone with dollar signs pouring outEven difficult calls are opportunities.

By Jassen Bowman
Tax Resolution Systems

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: How to Handle Client Complaints | The Importance of Goals and Affirmations | 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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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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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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