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Client Service
Michelle Golden at Golden Practices shares a CPA’s guidelines for contact with his or her clients. According to Golden, the (unnamed) CPA’s website includes rules like this:
1) Every Wednesday in February and March is BEHIND CLOSED DOORS WEDNESDAY. I will be unavailable and inaccessible on Wednesdays during the tax season. My phone and fax will be unplugged on Wednesdays and I will not be checking my email.
2) I never answer the telephone without first screening the call via my answering machine - so don't hang up because I may be listening (except on Wednesdays)!
3) Do not attempt to contact me at any other phone number other than....This is my only telephone number!
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7) When sending me an email be very specific in the "Subject" line. If you need a copy of your W-2 - write "Need Copy of W-2". If you have received additional info - write "Additional Info".
If you have a question on a completed return - write "Question on Finished Return".
I do not have the time during the season to read and respond to "Are We There Yet" emails.
I will not open or read emails for returns I have not yet started until I am working on the returns - unless your "Subject" indicates a timely response is needed. Do not just write "URGENT" - note why it is urgent!
Pretty amusing, but I guess some professionals feel that way about client contact – even though most would not post those rules on their website.
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comment to Golden’s post is even more interesting. The commenter says: “This guy just sent a very powerful message about how much he values his own services and that he's competent enough, and in demand enough not to care about losing your business. That kind of aura of success, and competence can attract people to your firm even more that ‘service with a smile.’”
I am just glad that I do not feel the need to impose any such rules on my clients. I am fortunate enough to like all my clients and I am always flattered when they ask me to do work for them. My clients do call me early and late (it is not quite 7:00 a.m. and I have already talked to two clients this morning), but I don’t feel victimized or undervalued by the odd calls. My work often has very short deadlines, so a late night or early morning call about a project actually makes my life easier.
So apart from any issues of good client services, I think that any professional who feels the need to treat her clients like children either has the wrong clients or is in the wrong business. Life is too short for that.
