Four Simple Game-Changers to Modernize Your Practice
Focus on the client experience.
By Blake Oliver
with David Leary
My mom is in her 70s and still gets the taxes organized for her household. She’s been using the same 10-partner firm for the past 30 years. Like many small firms, hers had no succession plan, so it recently merged with a big firm – top 25. As you may imagine, her recent tax season experience was disappointing. She submitted all her documents on time and then didn’t hear anything from her new accountant for weeks. Finally, she received a return to review and was shocked to see herself marked down as blind. My mom is NOT blind. There were other errors in her return, including a missing real estate transaction. Clearly, it had not gone through a proper review process.
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My mind exploded, wondering how such a large, well-known firm didn’t have a better quality control process in place. I’m guessing they didn’t even have a workflow management solution. After sharing this story with several CPAs at other large firms, I learned that my mom’s situation was not all that unusual.