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CLIENT SERVICE OPPORTUNITIES

11 Steps for Handling Client Complaints

They 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

Why 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

Don’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
GoProCPA.comExclusively for PRO Members. Log in here or upgrade to PRO today.

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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