Q:

Subject: Client Accessibility

 

Mr. Kerstetter

 

I recently read about your blog in the Wall Street Journal and was reading through it last night. I enjoyed reading it.

 

You hit upon an issue that I have been dealing with for the past few years and increasingly so during tax season. We are a small 5 person firm. Clients, whether they be monthly compilation accounts, annual tax clients, or audit clients assume that I am available at a moments notice for telephone calls, draft a letter on their behalf, or as you say, drop in unannounced expecting to see me and get a question answered.

 

Being a small firm, we strive to provide very personal service and handle matters as efficiently and rapidly as possible. However, in today's age, clients think of something, call and expect to get their answer instantly. How do you politely inform the client that even though they know you are there (can see your car) or know your schedule, that you are not available? The front desk woman does her best to try and find out what they need and help if possible, but sometimes they just "need" to see me for a minute or call back multiple times requiring an answer that day.

 

In cases where it happens frequently, we have increased fees (usually in the work in process), though in extreme cases we have itemized it to make sure the message was clear. Though I can see a number of clients being upset at that and in their mind, this is one of the benefits to being with a small firm; the accessibility. Along similar lines, the tax client who requires a tax appointment to "present" you with his W-2, 1099, and 1098 and no matter how hard we attempt to get them to drop off or mail the information, they have to see you because the meeting is basically unnecessary and a waste of 30 minutes to an hour.

 

Any thoughts or advice would be appreciated if you have a moment

 

Sincerely, 

A:

That is a problem we all have.  A long time ago, when we were still back in the PRC, we had to get tough and set out guidelines, most of which we still use today.  The current version is on our website. 

We give print-outs of this to all clients as well so there is no misunderstanding.

In the near future, I will probably be posting an email exchange we recently had with a potential client who got upset at our refusal to meet with her in person.  I laid out the reasons for her.

Good luck.  I hope this helps. 

Kerry Kerstetter

 

- posted by Kerry M. Kerstetter, MBA~CPA~ATP~ATA @ 4/04/2006 11:46:00 AM Send this post: