What's wrong with most tax offices

I value how clients perceive us - it's obvious as a business owner. The business I run has an emphasis on service we provide. Not just the service of knowledgeable tax advice/preparation but friendly and helpful customer service as well. We do not sell goods where the product is the only thing the customer cares for. We are not a restaurant where great tasting food can make up for the horrible service.

​When you think of customer service, you normally think of people smiling, saying "hello" and being really nice. When you hear complaints of other tax firms, it’s broken down into three types of complaints. The first would be how the accountant made a mistake, 2) how rude and condescending the accountant was. Do you know what the third type of complaints are? The accountant being unresponsive. It’s common to hear, “I emailed him 3 times and called 5 times - still haven’t heard back from him.” I believe this accounts for over 50% of all complaints in tax offices. It could be because most accountants are too old to hear the phone and do not understand how email works. Or, simply, they just don't care.

When anyone calls our office and we do not pickup - that’s being unresponsive.

When no one picks up and a client leaves a voicemail and we don’t return the call immediately – that’s being unresponsive TWICE.

Not replying to emails - big no-no with my firm.

The first crucial step to great customer service is responding. If you’re responding, you’re providing a service. If you’re not responding, you’re not able to provide any service. Simple as that.

​Bad customer service is not only the rude experience a customer had but also, keep in mind, the experienced that they never got to experience!

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​​Phuc Ly, EA
Managing Partner

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