Philip1117 Posted July 29, 2014 Report Share Posted July 29, 2014 What one thing do you do that demonstrates great customer service to your clients? In my own business I'm not sure what one thing stands out that my clients would say makes us special. We do give away a 42 inch tv. We burn copies of returns onto a CD. Every dropped off return gets a personal review during the pickup. We don't charge to amend our own returns regardless of fault We pay penalties although in 15 years didn't have any penalties. I did split interest charges with people or paid the whole shebang again only about 500.00 in 15 years. We have private offices with doors. We wear logo shirts. We are really nice. Well most of us anyway. We fold all of the 1040v and 1040 es into each envelope Our pricing is fair for the service level chosen. Our furniture matches Our waiting rooms have TVs We have open wifi for clients/customers I think I need something with a WOW factor? I wonder if we should offer free beverages and cookies in the lobby? What makes your business stand out? Phil Quote Link to comment Share on other sites More sharing options...
Lion EA Posted July 30, 2014 Report Share Posted July 30, 2014 For me it's relationships. For instance, I just took a call from a client. She was surprised I answered so late at night. Glad I did. Another item from hubby's former business came out of the woodwork (a loan she thought he'd paid off, now calling all $40,000), and this may be the straw that broke the camel's back. As she talked about divorce, I explained what I would do, what I would not discuss and would with her maybe-soon-to-be ex, things like that. She was calmed by being able to reach me tonight. I'm in the midst of a big project for a biz client, but talking with her will keep a pricey client coming back. (Now, I have to manage to finish this big spreadsheet/report by tomorrow morning to keep my biz client calm!) Hand holding. 2 Quote Link to comment Share on other sites More sharing options...
kcjenkins Posted July 30, 2014 Report Share Posted July 30, 2014 I wonder if we should offer free beverages and cookies in the lobby? I have done that, but have to warn you, it's not only messy [crumbs, spills.....] it also does not matter to the best clients, but does attract the bottom feeders. I stopped it after one client that learned of it when he brought in his paperwork brought all 9 off his kids when he came back, announcing to them loudly as he came in, "only one Coke each, kids". They then each got a coke out of the drink box, and set down and ate two full boxes of cookies, all we had, Then left the office with paper, cans, and spills everywhere. Quote Link to comment Share on other sites More sharing options...
Philip1117 Posted July 30, 2014 Author Report Share Posted July 30, 2014 Yeah I can see that happening. Well nix the cookies and soda. Used to offer coffee till some guy spilled all over my desk and his papers. Quote Link to comment Share on other sites More sharing options...
kcjenkins Posted July 30, 2014 Report Share Posted July 30, 2014 We did offer coffee, as it's an 'adult beverage', but I used small cups and never filled them full. I needed it, and did not feel right drinking it in front of them without asking. HOWEVER, I like mine STRONG, so I really did not have too many take me up on it more than once. True! Avoid offering food, it's always a clean-up issue. Vouchers for referrals, on the other hand, are often effective, and clients seemed to like them. Quote Link to comment Share on other sites More sharing options...
mcb39 Posted July 30, 2014 Report Share Posted July 30, 2014 I have a Keurig, but don't offer it often. Sometimes, a client will ask for a glass of water. Am willing to oblige. OIH. My husband keeps the candy dish full and another dish with healthy????? snack bars. I keep cinnamon balls for one particular client. Anyone is welcome to them. Also keep hand sanitizer on my desk on their side. Quote Link to comment Share on other sites More sharing options...
ILLMAS Posted July 30, 2014 Report Share Posted July 30, 2014 I take the time and LISTEN to them, sometimes it can be up to an hour of talking and no work but my client is happy. 1 Quote Link to comment Share on other sites More sharing options...
Philip1117 Posted July 30, 2014 Author Report Share Posted July 30, 2014 I don't encourage long talks during tax season. This year instead of giving away a tv at random. All referral slips will get entered. 10 referrals 10 chances. Plus a cash reward of the ones who don't win the big tv. Need some WOW! Quote Link to comment Share on other sites More sharing options...
Jack from Ohio Posted July 30, 2014 Report Share Posted July 30, 2014 I don't encourage long talks during tax season. This year instead of giving away a tv at random. All referral slips will get entered. 10 referrals 10 chances. Plus a cash reward of the ones who don't win the big tv. Need some WOW! Our WOW is the quality, personalized and year round available service we provide. Reasonable pricing is second. 2 Quote Link to comment Share on other sites More sharing options...
SaraEA Posted July 31, 2014 Report Share Posted July 31, 2014 We have candy dishes, one in the receptionist area and another on the way to the staff offices, filled mostly with hard candies but some chocolate. I would say 90% of clients stop at one or the other (or both). People are not shy about digging around either to find their favorite root beer or caramel or whatever. It makes a lot of people happy and doesn't cost much. We have a flat screen in the waiting area, which not only gives clients something to do while they wait but keeps their kids occupied while parents go in to get their returns done. One year we had a small, very friendly dog who was our greeter. Every time the door opened he ran over with tail wagging, and he sat in every lap offered to him. Some clients even brought him in to the tax desk with them because they loved him so much. He wasn't here this year, and a heck of a lot of people asked for him. A lap cat might be a good substitute. 2 Quote Link to comment Share on other sites More sharing options...
pikester1967 Posted July 31, 2014 Report Share Posted July 31, 2014 Apparently I'm very thorough in my work, taking the time with each client to explain things in detail. (Per client whom returned after my temp hiatus from practicing) We appear to of found a niche atleast. 3 Quote Link to comment Share on other sites More sharing options...
Pacun Posted August 1, 2014 Report Share Posted August 1, 2014 I saw in the news yesterday that a bank in Canada found out what each individual liked and the ATM was dispensing those items. So, for the short run WOW, you can give a trip to Vegas and for the long run, find out what your favorites clients like and maybe you can surprise them the following year. When you do 40% of EIC, it is not a good idea to have candies, coffee or sodas for your clients. I only have water. Quote Link to comment Share on other sites More sharing options...
GeneInAlabama Posted August 1, 2014 Report Share Posted August 1, 2014 >>When you do 40% of EIC, it is not a good idea to have candies, coffee or sodas for your clients. I only have water.<< That says something about people. Of course, not all people that get EIC is like that, but it does show a trend, a sad trend. Quote Link to comment Share on other sites More sharing options...
Pacun Posted August 1, 2014 Report Share Posted August 1, 2014 >>When you do 40% of EIC, it is not a good idea to have candies, coffee or sodas for your clients. I only have water.<< That says something about people. Of course, not all people that get EIC is like that, but it does show a trend, a sad trend. There are two trends, the one implied and the other is the fact that they bring a lot of kids to the office. As you know, no matter how careful kids are, their abilities to hold drinks are limited and they always have issues with the carpet, chairs or any other surface. 1 Quote Link to comment Share on other sites More sharing options...
Lion EA Posted August 1, 2014 Report Share Posted August 1, 2014 People will forget what you said,People will forget what you did,People will never forget how you made them feel. 3 Quote Link to comment Share on other sites More sharing options...
taxxcpa Posted August 2, 2014 Report Share Posted August 2, 2014 Maybe you should offer candy to EIC clients' kids. It could be considered "due diligence" verification that they really had all those kids. 1 Quote Link to comment Share on other sites More sharing options...
Pacun Posted August 4, 2014 Report Share Posted August 4, 2014 Maybe you should offer candy to EIC clients' kids. It could be considered "due diligence" verification that they really had all those kids. Actually, I interview them by asking their names, what school they go to, what grade and I write down the answer they give me litteraly. Sometimes the older one answers for the little one and I also make a note of it. Quote Link to comment Share on other sites More sharing options...
Jack from Ohio Posted August 4, 2014 Report Share Posted August 4, 2014 Actually, I interview them by asking their names, what school they go to, what grade and I write down the answer they give me litteraly. Sometimes the older one answers for the little one and I also make a note of it.Are you billing the IRS for doing advance audit work for them? Quote Link to comment Share on other sites More sharing options...
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