Thought this was good advice

[kcjenkins]

Did you have to deal with any upset clients this past tax season? If you did, you might find some of these ideas useful.

How do you handle a truly upset client? Listen carefully to his concerns. Don't offer a solution until you've encouraged him to tell you exactly what happened.

Once he has had the opportunity to describe his situation, he will be more likely to listen to what you have to say. This is your opportunity to let him know that you understand the problem, and that your intent is to solve the problem to his satisfaction. And remember, don't get defensive. The client wants resolution, not excuses.

Here are a few more tips on assisting an upset client:

* Clients can get upset as a result of failed expectations, which are often the result of miscommunication. A clear explanation from you about your process often goes a long way for someone who perhaps has some misconceived ideas about your firm.

* Don't get hung up on a single defensive point which you repeat several times; it'll only increase the irritation.

* Don't attack his points of concern. Instead, address each point calmly and work through them.

For future consideration: Develop a clear dialogue with your clients from the very beginning of your relationship. Always describe what, how, and why you are doing something for them. Clear communication up front will greatly reduce client dissatisfaction down the road.

Some clients are concerned about who works on their file. Let clients know early on that for the sake of efficiency, some staff members might work on their account also.

Sincerely,

Arvid Mostad, President

Mostad & Christensen, Inc.

P.S. Watch your mail for information on the "2013 Midyear Tax Planning Letter." Order by May 31 to save 25% and receive a FREE Client Memo, "What's the latest on health care reform?" Both the "Letter" and the "Memo" will give your clients critical advice they need right now.

PO Box 1709

Oak Harbor, WA 98277

Toll Free 1-800-654-1654

http://www.mostad.com

[Gail in Virginia]

I like that advice KC! Too often in a rush to "fix" the problem, we don't listen to what actually bothers the client about the situation. This is great advice.

[Guest Taxed]

It is far better and constructive to let the client get it off their chest! You may not like to hear him/her yelling at you but just keep the cool.

Most of the time it is a miscommunication or failed expectation due to that and the solutions are generally mutually acceptable once things have been cleared up.

We all have clients with very high expectations relative to what you are charging and what work you will be doing. That is where an engagement letter spelling out roles and responsibilities is so helpful.

In those situations where you or your staff have really screwed up, apologize and make it up to them instead of making stupid excuses. Most reasonable people will accept it.

When my mechanic screwed up fixing my car and I pointed out to him, he immediately said the repair to fix it is on the house. I will be going back to him for the next repair.