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I communicate via email extensively with my client base. I charge them the same way I would charge a telephone call. With all due respect to JohnH, I do not, and will not, communicate with my clients via text message. A very select few folks have my cell phone number. So when I receive a text or a call on my cell, I know it is non-business related and is probably something that commands my immediate attention. When I say "select few", I mean like maybe 12 people. And all of them know that giving out my cell phone number, to anyone, ranks among the gravest of sins. I have office hours with phones that have multiple lines and voice mail to capture any call that is missed because the lines are busy and/or the call comes in after hours. If I texted with clients, I have a sense that I am also giving them license to call my cell phone as well as text to it. And that ain't happening, I don't care how old school that may be. And if that attitude means I will soon be forced into retirement, bring it on. But for the record, that attitude has not hampered the growth of my practice one iota. We all have differently structured practices. That's what keeps life interesting.

One thing that fascinates me is how many older clients are very willing to communicate via email and text. Yes, there are some who simply can't or won't get the hang of it, but the traffic runs heavily in the opposite direction. And anyone in this business who isn't embracing email/text communication going forward is guaranteeing they will lose (or never gain) business with a large segment of the younger generation. They may as well start planning an early retirement or a career change.

I'm doing more and more of what JohnH does. Used to think I needed the face-to-face interview, but learned that receiving the hard copy and having hard copy of what I told them (well, electronic but printable if needed) is really more important. I build a fee into my tax prep fee to cover those questions throughout the year. I do want them to contact me BEFORE they do something with tax consequences, so I try not to bill extra. I adjust their tax prep fee each year as I get to know their needs better. If I don't feel used, the fee stays the same. If I was feeling put upon during the year, next year's fee goes up. Sometimes I detail the reason, sometimes something vague like Bookkeeping or IRS inquiry or..., sometimes it's just less of a discount or I refer to some tax law change when I talk with them. But, I try to have only one bill per year so they feel like they are receiving service from me during the year as opposed to paying those 15-minute increments like their lawyer charges.

The best defense is a good offense. Deflecting nuisance calls & visits begins with getting them to use email and texting as their primary means of communication. If you don't start the process it usually won't get done. I get the client's email and/or text number (depending upon which they prefer to use), and I find a reason to initiate a communication with them using that method early on. Now they have me in their contact list, so the natural thing to do is send me an email or text when they have a question at some later date. I also tell them that I return phone calls within a day or two, but generally respond to texts & emails immediately. I'll reply to texts and emails after hours and weekends if it's convenient for me, but phone calls are generally during regular work hours only. That sets the expectation that they will get a reply faster, so they tend to migrate toward emails & texts as the primary means of communication. Sometimes my reply is simply "I'll look into that and get back to you", but that generally satisfies them that I'm on it. And if the question is so complex that I actually need to invest billable time in the answer, it's easy enough to tell them that in the reply. Very few questions are actually that complex. Getting clients to email and text also forces them to stick to the point and clarify their question. If not, my responses asking for clarification serve that purpose without my having to listen to them ramble. My philosophy revolves around the idea that I want to keep my clients out of my office and off my telephone so I can get some work done.

In the spirit of CYA, I'd call, or better yet mail or email, with the suggestion and your reason. It's up to them, but you are showing them that you are looking out for their best interests, either way. Can't hurt, and might get you some good word of mouth advertising if they tell a friend or two how thoughtful and through you were.

Her excess premium was $5,608 from $701/month (SLCSP $857/month). She didn't have her 1095-A until late, so I didn't see what was going on; and she used a different tax preparer last year when she signed up at the marketplace, so I didn't know she received PTC until her form arrived. She didn't have a HDHP, so didn't qualify for an HSA. An IRA wouldn't get her down to 400%. Most of her income was from a $43,612 IRA distribution. Also, escrow interest, state refund, pension loan/distribution upon leaving employment, and unemployment benefits. AGI $59,820. 400% poverty $45,960. The sad part is she worked for a financial services firm that advises clients on investments, insurance, etc. If I were writing a $5,608 check right now, I'm not sure I'd have $857 left to pay my premium, this month or for the next few months. I can see why people let their insurance lapse. I think people got false hope. How much will you earn in 2014? Well, she earned only $8,500, but she had income of nearly $60,000 because if she hadn't taken those withdrawals, she would've lost her house and car.