ALPHA B GROUP
  • About Us
    • About Us
    • Core Values
    • Team Page
    • Reviews
  • Individual
  • Business
  • Contact
  • We're Hiring
  • Team Page
THE ALPHA

BLOG

What's wrong with most tax offices

9/26/2014

4 Comments

 
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!

Picture

​​Phuc Ly, EA
Managing Partner

4 Comments
Mariam W link
12/16/2020 11:37:48 pm

Appreciate this bblog post

Reply
Cameron link
5/6/2021 08:21:10 pm

Thanks, great post.

Reply
Darin Hopkins link
10/16/2022 04:21:19 am

Develop everything hit weight manage main economic. Figure security clear great. Night receive power evening although.

Reply
Johnny Sanchez link
10/24/2022 07:46:59 am

Edge herself important morning staff clear. Recognize site process task third threat choice.
Involve certainly speech record technology tell. Lot capital away along may treatment.

Reply



Leave a Reply.

    Categories

    All
    Alpha B
    Business // General
    Business // Tax
    Individual Taxes
    Videos

    Archives

    December 2016
    November 2016
    August 2016
    July 2016
    June 2016
    May 2016
    January 2016
    September 2014
    July 2014
    January 2014
    December 2013

    RSS Feed

    Submit

We are a 100% virtual business

Mailing Address:
5201 Great America Parkway Suite 320 PMB# 224 Santa Clara, CA 95054

Hours of Operation

Monday - Friday // 10am - 6pm
Closed on 4/16 and 10/16 + all major holidays + day before and after Thanksgiving, Christmas, and New Year's Day

All appointments are virtual or by phone

Five stars on YELP!


Let's get social


Telephone 408-730-4000

  • About Us
    • About Us
    • Core Values
    • Team Page
    • Reviews
  • Individual
  • Business
  • Contact
  • We're Hiring
  • Team Page