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How to talk to your clients about retirement

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Do you find yourself daydreaming about retirement? How about your clients? Do they discuss their retirement plans with you? Many of us think about retiring, but we fail to adequately plan for it. Instead, we focus on the here and now. Decades pass, especially for business owners. We get to the other side and realize our nest egg and/or our business isn’t worth what we thought or hoped. This is where you, the tax advisor, can shine.

To properly plan for your retirement, you have to determine where you are with your finances—and where you need to be to live the lifestyle you want during retirement. As your client’s tax professional, you already know—or should know—their current financial position, investment strategies, and areas for other planning opportunities.

Helping clients make retirement decisions should come naturally: After assisting them with their annual returns and helping them understand the complexities of their taxes, they should consider you one of their most trusted advisors.

There are several planning topics you can discuss with your clients to facilitate food for thought as they consider their own personal retirement plans—and maybe even your future.

Existing plans and available plans

  • Discuss their existing retirement plans. If they are contributing to an employer-sponsored plan such as a 401(k) or 403(b), are they maximizing their contributions? Are they taking full advantage of an employer match?
  • If your clients do not have an employer-sponsored plan, discuss with them the options for traditional or Roth IRAs, SEP IRAs, and SIMPLE plans.
  • For those who can no longer contribute to a deductible IRA, there is back door Roth option that involves making a non-deductible IRA contribution and immediately converting the contribution to a Roth contribution. 
  • Each plan type varies considerably. Advise your clients on maximum contributions and deadlines for funding plans. Maintenance and compliance are areas where you can add value and educate your clients, in order for them to have the tools and knowledge to evaluate their options and plan accordingly.

Life-changing events and beneficiaries

In most instances, the beneficiaries named on retirement plans trump a client’s will. Clients go through life-changing events, and sometimes forget about who they named as their beneficiaries for their retirement plans. Failure to keep a current list may result in retirement savings not necessarily going where they intended it to go.

Pro tip: During your annual tax planning meeting or tax season kickoff meeting, consider confirming with your clients if their will, trusts, and beneficiaries reflect their current wishes.

Account consolidation  

We all have clients who bring us stacks of 1099s from a variety of brokerage firms. Unless your client has an advisor actively managing their portfolio, it’s likely the client isn’t benefiting from having numerous unmanaged retirement accounts. Also, remember that investment advisory fees are no longer deductible for federal income tax purposes, so consolidation of accounts could reduce account management.

Consider encouraging clients to consolidate their brokerage accounts to one brokerage firm. Be sure to educate them on the correct way to rollover funds to avoid accidentally taking an early withdrawal, and avoid triggering an early withdrawal penalty and taxable distribution.

Financial hardships

Let’s face it: The past two years have been challenging for many. If you have clients facing financial hardships, it’s sometimes challenging to convince them that their retirement accounts shouldn’t be viewed as emergency cash.

Help them weigh the pros and cons of taking early withdrawals from their retirement accounts. One option to pursue is the option of taking a loan from a 401(k) or 403(b) plan instead of a withdrawal.

You’re the trusted advisor

It’s easy to find financial advice online, in person, or by word of mouth. However, it’s not always easy to find a trusted advisor who has your clients’ best interest at heart and isn’t earning a commission on the products they sell.

Finding a trusted tax advisor who understands someone’s tax and financial situation—and who doesn’t sell financial products—is a great place to start as a sounding board, as clients begin their retirement planning journey. It’s also a key point to discuss with clients to help them understand your role as an advisor and deliverer of tax advisory services.


15 marketing tools to retain your clients

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Remember the old saying, “A bird in the hand is worth two in the bush?” It’s sometimes better to hold on to what we have instead of risking its loss to get something else.

This holds true for our clients as well. It’s tempting to be so focused on lead generation that we neglect to realize the enormous value in caring for our current clients. Many times, keeping a client costs less than getting a client, and usually provides a higher return on investment through upselling, referrals, and increasing lifetime value.

Chances are you’ve heard about client retention before, so I won’t dive too deep into why keeping a client is better than acquiring one. My goal is to provide you with some tools you can use to start building and nurturing great relationships with your clients.

Use video messaging to nurture prospects, leads, and clients

Check-ins are a great opportunity to build trust and deliver value in a client relationship. But it can be challenging to sound personal in a plain-text email, which is why video messaging tools are becoming popular. These apps let you record videos and send them to clients, either directly or based on automation rules. Here are some popular options you can start using in your firm:

  • Bonjoro: Record and send video messages directly to clients, or use Rollups to send video templates to a list of contacts. Bonjoro’s free plan lets you create up to 50 videos with Bonjoro branding, but you can brand your videos by upgrading to their starter plan for $24 per month.
  • Dubb: This video messaging platform integrates with LinkedIn features, including comments, messaging, connection requests, Sales Navigator, and Recruiter. As far as pricing plans, Dubb offers a Free, Pro ($32 monthly), and Pro Plus ($80 monthly) option.
  • BombBomb: This company has invested heavily in their Use Case Library, showing examples of their product being used for everything from staff intros to appointment no-show follow up. BombBomb pricing starts at $39 per month.

Engage leads and clients with questionnaires and surveys

Are you listening to your clients? According to Gartner, Voice of the Customer tools can help companies get feedback directly from customers that helps them identify service delivery issues, discover new revenue opportunities, and improve brand messaging. From running a poll to determining your best clients, forms are a vital tool for gathering information. Here are a few form builder options to consider:

  • Typeform: Who says forms have to be boring? Typeform lets you build beautiful, responsive forms for quizzes, polls, surveys, and more. Typeform pricing plans include Basic ($29 monthly), Plus ($59 monthly), or Business ($99 monthly).
  • Jotform: This tool is focused on letting you incorporate its forms into automation workflows by integrating with a variety of tools, including Zapier. Jotform offers a range of plans, including Starter (free), Bronze ($24 monthly), Silver ($29 monthly), Gold ($79 monthly), and Enterprise (custom pricing).
  • SurveyMonkey: I’d be remiss if I didn’t mention this tried-and-true form builder that lets you build forms, quizzes, and surveys for free. You can also choose one of their paid plans.

Loom: Explain complicated topics clearly with video

They say an image is worth a thousand words—and that’s certainly true in client communication. Walking through a complicated tax situation within an email would require an essay-sized explanation that your client would likely delete. This is why Logan Graf (worth a follow on Twitter) started using Loom to review tax returns with clients; this is one way to begin turning tax returns into engagements. If you want to send shorter emails, but still get the message across clearly, try these:

  • Loom: At MBS Accountancy, we use Loom videos to collaborate on tough projects and walk clients through financial reports or tax returns. Loom’s pricing plans are Free, Business ($10 monthly), and Enterprise (custom pricing).
  • Jumpshare: Share files, screenshots, and screen recordings with a link that clients can view anywhere. Jumpstart’s pricing options include Basic (free), Plus ($9.99 per member monthly), Business ($15 per member monthly), and Enterprise (custom pricing).
  • VidYard: Engage clients by sharing your videos in email as GIFs in an internal or public video hub, or on social media. Vidyard’s pricing plans include Free, Pro ($19 monthly), Teams ($300 monthly, billed annually), and Business ($1,250 monthly, billed annually).

Automate the delivery of notes and gifts to leads and clients

Because so many marketing activities are digitized, sending personalized notes and gifts can be a great way to become memorable in the minds of leads or stay top of mind for clients. Fortunately, there are many tools available to automate most, if not all, of these activities so you can establish goodwill without sacrificing your time.

  • Handwrytten: Customize the font and stationary for your note, include a gift card, and bulk-import hundreds of contacts so you don’t miss anyone. Pricing options are based on the number of cards you send per month, and include Silver ($35 monthly, 10 cards per month), Gold ($83 monthly, 25 cards per month), Platinum ($158 monthly, 50 cards per month), and Diamond ($299 monthly, 100 cards per month).
  • Snappy: Reward clients with a gift on each anniversary with your firm, or celebrate a milestone you achieved together. Snappy’s website makes giving easy by featuring gift collections for popular occasions. Pricing is available after booking a demo.
  • Sugarwish: There are many corporate gift services, but I thought Sugarwish’s approach was worth mentioning here. You can either select a particular type of gift—cookies, tea, popcorn, candy, coffee, assorted snacks, or dog treats—or let recipients choose their treats. Sugarwish then delivers the gifts to your clients in a custom box, with a gift card or note from you. Pricing ranges between $23 and $78, depending on the size of your box.

Use scheduling tools to remain accessible, but keep your sanity

Part of adopting an advisory-first focus in your firm is emphasizing communication and responsiveness with your clients. Scheduling tools, such as Calendly, allow you and your team to remain accessible to clients without compromising your work schedule or being on calls 24/7. Using Calendly, sync your Google or Outlook calendar, and specify which times and days you’re available.

When clients want to meet with you, they click your Calendly link and choose a time from your available time slots. Despite some people seeing Calendly as insulting, scheduling tools allow clients to schedule appointments without requiring you to engage in the notorious “Does this day work?” dance. Calendly offers a range of pricing options, including Basic (free), Essentials ($10/seat/month), Professional ($15/seat/month), Teams ($20/seat/month), and Enterprise (custom pricing).

Pro tip: Include your Calendly link in your email signature so clients and prospects will be able to find it quickly and easily.

Use an email newsletter to keep clients informed and aware of you

Email is one of the most personal channels of communication. You can use regular email newsletters to maintain trust with clients and deliver valuable information. Using Intuit® Mailchimp, for example, you can design and automate email campaigns visually, and build a website so you can educate clients with valuable content. Because Intuit now owns Mailchimp, it integrates with QuickBooks® Online.

If you’re looking to start a personal brand newsletter, you can use TinyLetter, another Mailchimp property. This free, minimalist email platform is a great way to build a more personal connection with clients or leads.

Every moment is critical when building client relationships

From the first email or call, to ongoing check-ins, each step in a client’s journey with you is an opportunity for you to build value and establish trust. Using any of these tools, you can begin building or improving client relationships by communicating with them in a way that’s authentic and motivated by a desire for mutual success.

Editor’s note: This article was originally published on Firm of the Future.

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Protection Plus: Peace of mind for notice resolutions

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Filing taxes is a prospect that can make any taxpayer uncomfortable. Even with an accountant to help them, the possibility of hearing from the IRS audit can set anyone on edge.

That’s why David K. Boatswain invested in Intuit® ProConnect’s Protection Plus three years ago. 

“A small upfront price can potentially save a lot of money in the future,” said David. “The cost of peace of mind is invaluable.”

“Protection Plus saves us a significant amount of time by not spending hours organizing clients’ documents and responding to taxing authorities. That translates to saving money.”

Boatswain CPA, PLLC, is a small accounting, audit, and tax firm nestled into the second floor of the Pioneer Building in Brooklyn, NY. With five employees, the firm found Protection Plus to be a smart way to outsource a time-consuming service, while giving the firm an advantage over competitors.

“I use it to provide IRS and state notices review, and response services, as well as audit protection,” said David. “Protection Plus has helped my practice by saving us time responding to client notices and providing an edge to make us more marketable. Clients gain invaluable peace of mind when they know that their 1040 is defended by Protection Plus.”

How Protection Plus works

How much is your time worth? Wouldn’t you rather spend it working with your clients than on endless calls to federal and state agencies?

David would. He and his team work directly with their clients on a variety of business and individual tax matters, as well as offering advisory services. Outsourcing something as time consuming as contacting the IRS or any similar agency enables him to spend more energy and time with his clients.

Protection Plus is simple. The CPAs and enrolled agents (EAs) who represent Protection Plus will stick with an open case for as long as it takes. It does not matter how many calls you for your clients are put on hold for, or how long it takes to resolve an issue. The service is easily available as an add-on service for Intuit ProConnect™ Tax, Lacerte® Tax, and ProSeries® Tax for just $10 per 1040 filing for your whole firm.

If a 1040 tax filing is flagged by the IRS or a state tax agency, a firm can tap in the Protection Plus team of CPAs and EAs to handle correspondence, give guidance, and resolve issues with tax forms.

The timesaving benefits of Protection Plus are really attractive to David and his firm.

“Protection Plus saves us a significant amount of time by not spending hours organizing clients’ documents and responding to taxing authorities,” he said. “That translates to saving money.”

How Protection Plus worked with a client

With Protection Plus, a firm can choose to facilitate the issue on behalf of a client and/or give the client the information on how to contact the Protection Plus team directly. David emphasizes how simple the process is and one phone call is all it takes. No waiting on hold or endless games of telephone tag.

Most of the time, David provides the information to his clients and has them work directly with the team. However, in one case involving a client, David called in the Protection Plus team for backup when the IRS sent a notice requesting additional documentation. He was truly grateful for Protection Plus’ services.

“A client in the film production industry was requested to produce supporting documentation for the IRS,” he said. “We used Protection Plus to respond to the IRS, and they provided a thorough and organized response that included all the related invoices. The presentation was very professional and even had exhibits. It was an outstanding client experience.”

Protection Plus also provides identity theft services to the firm’s clients, including 24/7 access to identity theft restoration advocates, credit monitoring, and fraud alerts. Protection Plus is a service David and his colleagues see as a necessity, not a luxury.

Provide your clients an outstanding tax experience

If you’d like to learn more about adding Protection Plus to give your clients peace of mind with their returns and save your firm valuable time, schedule a 15-minute consultation with the Intuit team.

The post Protection Plus: Peace of mind for notice resolutions appeared first on Tax Pro Center | Intuit.

How to communicate large tax bills to your clients

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As a CPA, EA, or tax preparer, busy season seems to get longer, more stressful, and more complicated every year. Many of you quietly bemoan your clients for procrastinating or being disorganized with their financial documents, but have you ever thought about tax season from the client’s side?

I’ll bet you have many clients who are secretly ashamed about their financial situation, particularly if they owe a large tax bill. So it’s no wonder they don’t want to rush out to you and have the financial equivalent of a root canal.

As your clients’ most trusted tax professional, you are in a unique position to provide guidance and support. After all, clients who feel understood and supported by their advisors can learn to become proactive and well-organized about their money situation. Let’s examine how acting like a financial therapist can transform your practice and your clients’ lives.

Dr. Kristy Archuleta, Ph.D., LMFT, CFT-I, a renowned researcher, speaker, and pioneer in the field of financial therapy, recently mentioned on my podcast that many people consider money a taboo subject. She also said embarrassment about one’s finances cuts across all income levels. Like it or not, as a tax professional, you may be the only person a client feels comfortable opening up to about their financial situation.

“It’s essential to create a safe and non-judgmental environment for them to express their concerns openly,” asserted Archuleta. “Like a therapist, you must listen actively and empathetically to your client’s situation. They may have a lot of anxiety about their tax bill; it’s your job to alleviate some of that stress.”

I agree with Archuleta that you should take the time to understand your client’s financial situation, goals, and concerns before you let your inner “advice monster” come out. Ask open-ended questions to gather more information. Allow clients to share their thoughts and financial anxieties with you before you start making recommendations and offering solutions. Ultimately, clients just want to be heard.

Always start client conversation in a positive way. Just as therapists use the “stroke and kick,” technique to highlight a patient’s progress before addressing problems, Archuleta said we can use a similar approach. “Focus on the good things that your client accomplished during the past year, which led to a higher income (and thus, the higher tax liability.”

For example, if your client is an entrepreneur who had a successful year, remind them that their hard work paid off and that they should feel proud of their accomplishments. By emphasizing the positive aspects of their financial situation, you can “soften the blow of the tax bill,” she said.

Allow clients to share their thoughts and financial anxieties with you before you start making recommendations and offering solutions. Ultimately, clients just want to be heard.

I have found it’s always helpful to communicate the tax bill in a way clients can understand. We often forget how complicated the tax code is, and that their eyes easily glaze over when you dip into jargon. Instead, break down the numbers and explain patiently how their tax bill was calculated—and how they can reduce their tax liability in the future by making estimated tax payments, contributing to a retirement account, or by making more charitable contributions. Educating your clients empowers them to make better informed decisions about their finances.

When working with couples, it’s crucial to recognize that both partners may have different reactions to a tax bill. According to Archuleta, each spouse may have different ideas about how to spend the money they have saved. They may disagree about whose financial decisions or under-withholding contributed more to the tax bill. By acknowledging both spouse’s point of view, you can help them come to a mutual understanding about their financial situation.

CPAs can also borrow a page from therapists to address underlying emotional issues that may be contributing to a client’s financial stress. Research shows many people’s relationship with money stems from the money messages they received growing up. For example, your client may have a fear of scarcity or believe they are not worthy of financial success. By identifying and addressing these underlying beliefs, you can help your clients feel more empowered and confident about their financial situation.

You have a unique perspective on your clients’ financial lives. Create a safe and non-judgmental space for them to share their concerns without being judged. By integrating empathy and emotional intelligence into your practice, you can build stronger relationships with your clients and provide them with the support they need to achieve their financial goals.

Key takeaways

  • Clients just want to be heard. They want a safe space where they can air their concerns about money without being judged or lectured to.
  • Take the time to listen closely to your client’s financial concerns before unleashing your inner “advice monster.”
  • We can learn to use the same “stroke and kick,” approach that therapists use.
  • When working with couples, remember that each partner may have a very different relationship with money.

The post How to communicate large tax bills to your clients appeared first on Tax Pro Center | Intuit.

How to disengage clients right after tax season

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You know some of your clients just.need.to.go, but you don’t know how to let go of them. Some are difficult to deal with, but you don’t have the words to disengage them graciously. Some clients are not profitable, but you allow them to hang on because you don’t have anywhere else for them to go, while others were among your first, helped you launch your tax and accounting practice, and you feel loyal to them. There are some you simply don’t enjoy having, but you need the revenue … and then there are the “little old ladies”—you just don’t have the heart to let them go.

Does this sound familiar? If so, your practice may be cracking under the weight of beyond-capacity work. Your staff is overworked, and you worry about how much longer they’ll hang on. You’re overworked, but as the owner, you don’t get to complain.

You want desperately to get off the hamster wheel, but just can’t see the path to working less, especially when clients = revenue—and you need the revenue to pay your staff to do the work.

It feels like a trap.

It seems counterintuitive, but the pathway is through disengaging clients. Disengaging is the only way out.

Won’t I just be trading clients to maintain revenue, which will keep workload the same?

As your tax and accounting practice grows and changes, so do your clients’ businesses. Some may outgrow you, just as you may outgrow them. The goal is to shed the ones you’ve outgrown, and replace them with Ideal Clients who have a higher margin and will be less needy; in turn, this will reduce your workload.

Your practice benefits when you disengage non-fit and beyond-capacity clients. You have more time to create and deliver value for your best clients. You have time to optimize systems, train staff, and get more of your time back.

The Five Bucket Challenge

Disengaging clients is a simple, step-wise process. Beginning with your client roster, create five columns, and in less than five minutes, put each client’s name into one column:

  1. Definitely Keep.
  2. Likely Keep.
  3. Not Sure Yet.
  4. Likely Let Go.
  5. Definitely Let Go.

Avoid having perfect answers. Rather, you want to generate a clear list of your very best and worst clients.

Begin with a segment of the worst clients. Most of the accountants I work with do a preliminary round and disengage 10%. We want to get a feel for the response, and deal with the small handful of clients who have remaining needs that need closing out. We use the response to improve the template Disengagement Letter (see editor’s note below) and other internal systems.

Three weeks later, we do a second round of disengagements, which typically results in disengaging another 10-15%.

But you’re crazy to cut all that revenue!

While we are disengaging clients, we are also talking to the best clients about their needs. We are designing higher-value, higher-priced, higher-margin services to offer them. The response to this a nearly universal: “How soon can we start?!” When offered a tiered option of higher-value services, most clients will choose the middle option; higher-margin revenue is coming when you have time and space to create it.

Repeat the process from both sides

Reshaping a client roster so you are working with clients you enjoy and have a high margin can be a 4- to 8-month process depending on how far beyond capacity you’ve already gotten. It may require four rounds of disengaging to allow time to convert your existing best clients into higher-level options. Be sure to always manage to cash flow to stay out of money scarcity.

You mean I’m going to cut 40% of my client roster?!

Maybe. Remember that if you are working a 70-hour week, disengaging 20% of your workload still has you working a 56-hour week.

There is no single right way to do it.

I worked with a tax-heavy CPA who had 1,000 clients. Over eight months, she disengaged more than 300 clients. She now has 240 hours less work on her plate, and her take-home pay doubled because she had capacity to take on high-margin advisory work.

Another client was frustrated doing in-the-weeds tax; she wanted to be doing higher-level fractional CFO work for a hand-selected set of business owners. Over six months, she disengaged more than 600 annual tax clients and kept a few dozen of her best who wanted a fractional CFO. Her revenue and take-home pay are the same, but she now leaves the office at 5 pm and no longer works on weekends.

But that sounds risky!

Some accountants think of themselves as risk averse, but consider risk from alternate points of view:

  • The too-busy accountant risks not providing the result the client has paid for.
  • The overworked accountant risks burning out and throwing in the towel on one of life’s biggest assets.
  • The overburdened accountant risks losing time to repeat inefficiencies and spinning.
  • The stressed accountant risks their health.
  • The inaccessible accountant risks losing their best clients.
  • The accountant who won’t get rid of bad clients risks losing their best clients.
  • The heads-down accountant risks being unavailable for better opportunities.
  • The people-pleasing accountant risks being unhappy in their accounting firm.
  • The accountant who refuses to fire rude clients risks staff quitting.

The result? Beyond-capacity accountants are running a risky business!

What could go wrong?

It can be tempting to use “driving up the price” as a way to push clients out. Be cautious of using price increases as a disengagement strategy.

If you don’t know how price sensitive your clients are, you risk increasing your prices with most of your clients staying. This may improve revenue, but it will not solve the overworking problem.

Where do I start?

  1. Determine your firm’s existing capacity.
  2. Determine the actual amount of work/time currently required to serve existing clients.
  3. Fill out your Five Bucket Challenge.
  4. Use the Template Disengagement Letter to disengage clients who exceed capacity.
  5. Meanwhile, begin offering higher-value services to a segment of B clients.
  6. Observe results of both and adjust as needed.
  7. Repeat until you have reshaped your client roster to your liking.

You can run a calm, high-margin accounting firm. It only takes committing to the process of reshaping your client roster.

Editor’s note: Geraldine Carter has kindly provided sample template engagement letters as a downloadable PDF or at a Google Doc link.

The post How to disengage clients right after tax season appeared first on Tax Pro Center | Intuit.

I like it when my clients …

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Whether it is just after busy season or any other time of the year, tax and accounting professionals like working with clients who take an active interest in their tax and financial matters. And clients like it when their tax advisor is proactive. According to the 2022 Taxpayer Insights & Intelligence Brief, 79% of clients are willing to pay pros more if it results in better outcomes, while 69% of clients want more advice from their tax pro.

I asked members of the Intuit® Tax Council this question: “I like it when my clients …” Here is what they had to say.

Renee Daggett, EAAdminBooks: I like it when my clients proactively communicate with us, follow our recommendations, and upload all necessary documents on time. Effective communication and timely submission of required documents help us provide top-notch service, and ensure that we can exceed our clients’ expectations. Working collaboratively with our clients helps us build strong relationships and achieve successful outcomes, while staying true to our mission statement of education and providing peace of mind.

Al-Nesha Jones, CPA, MBAASE Group: I like it when my clients allow me to play my position. When a client comes to us and says, in their own words, “I’m an entrepreneur and want to spend more time in my genius zone; I want to partner with you so that you can operate in your genius zone as my accounting and advisory partner,” I immediately know something great is about to happen.

We are most helpful to our clients when they are ready to embrace a partnership and release the hold that social media advice has on so many business owners. They’re open to suggestions and willing to make improvements, and that means we’ll be able to make a true impact on their businesses and their lives. When they’ve reached this point, we’re positioned to help them create more capacity for what brings them joy. This person is about to improve the strength and sustainability of their business. Great things are in both of our futures!

Tatiana Tsior, CPA, MBA: I like it when my clients value their time more than anything else and trust me to take care of them, while paying me a fair fee.

Timothy Wingate Jr., EAG+F Business &. Financial Consulting LLC: I like it when my clients get me the information I requested within three days. This makes my life and my team’s life easier. It also allows us to serve them well with more up-to-date information. Part of this means uploading the information into the portal, and not sending me text messages with pictures.

How would you complete the sentence, “I like it when my clients …” Leave a comment below and share your thoughts with your colleagues.

The post I like it when my clients … appeared first on Tax Pro Center | Intuit.

Handling complex client scenarios

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Whether it’s tax season or another time of the year, if all you’re offering your clients is tax prep without an eye on tax advisory, you soon could find yourself at a loss to help clients work through complex scenarios. Each tax season unfolds with its unique set of challenges, often propelling professionals into the intricacies of client relationships, complete with legal, financial, and ethical complexities.

To steer through this dynamic interplay of relationships, laws, ethics, and time pressures, we’ll look at the scenarios you may encounter, the importance of recognizing red flags sooner rather than later, and actionable ways you can minimize the risk of these situations occurring. 

Examples of complex scenarios

With its relentless pace and high stakes, it’s not surprising that tax season brings multifaceted challenges to the desks of accounting and tax professionals. Among these are circumstances that can test your technical know-how, problem-solving acumen, and judgment. Let’s take a look at four complex situations you may encounter:

  1. Last-minute tax law changes: Legislation can shift rapidly, so keeping up with these changes is crucial. You have to readily adapt to these adjustments, as well as understand their implications for various clients, especially those in niche sectors.
  2. Poor financial recordkeeping: You may encounter clients with disorganized or incomplete financial records. These scenarios often require you to meticulously reconstruct their records and educate them about the importance of maintaining proper financial documentation.
  3. Complex estate and trust matters: Estate and trust taxation can be highly complex, especially when dealing with large estates, cross-jurisdictional issues, or unique assets. You need to be well versed in the laws and strategies that govern estate planning, gifting, and intergenerational wealth transfer.
  4. Cryptocurrency: With the growing prominence of digital assets such as cryptocurrencies, navigating the tax treatment for clients presents fresh and evolving challenges. Staying abreast of the latest developments in tax implications, reporting requirements, and compliance for digital assets is crucial when providing informed and accurate advice to clients in this rapidly changing area.

Spotting the early warning signs in complex client situations

The key to managing these types of scenarios is the ability to spot red flags early. Here are eight potential early warning signs to be on the lookout for and practical ways to identify them.

  1. Inconsistent data: Be vigilant in keeping an eye out for any discrepancies in the financial data your clients provide. Inconsistencies might rear up, for example, as unexplained fluctuations in income or expenses, gaps in financial records, or mismatched figures in different documents. 
  2. Sudden financial changes: A significant change in a client’s financial status, such as a sudden increase in income or unexpected expenses, should trigger a closer look. These changes could result from various factors, including new business ventures, loss of a major client, or changes in personal circumstances, such as divorce or inheritance.
  3. Delayed or incomplete information: Clients who consistently provide information late or submit incomplete records are bright red flags. This kind of behavior can not only disrupt your timelines, but indicate deeper issues around their financial management.
  4. Communication breakdowns: Pay attention to how clients communicate with you. Frequent misunderstandings, reluctance to provide the necessary information, or evasive responses to straightforward questions can signal potential problems.
  5. Discomfort with change: Sure, change is hard, but clients who are resistant to necessary changes, whether it’s updated software, new billing methods, or revised tax strategies, might struggle to adapt to the evolving tax landscape and make your job even harder.
  6. Reliance on “urgency:” Clients who constantly present their issues as urgent or demand immediate attention, often without reasonable cause, should also set off your alarm bells. This behavior can indicate a lack of planning on their part or unrealistic expectations of your services.
  7. Hesitation to commit to client engagement letter: If clients frequently hesitate or refuse to commit to your proposals–especially after you’ve discussed terms–this can likewise be a sign of potential future difficulties in your professional relationship. By recognizing these red flags early, you can take proactive steps to effectively manage these situations.
  8. Questionable or illegal financial dealings: Be alert for signs that a client may be involved in questionable or illegal financial activities. Warning signs might include unexplained large cash transactions, requests for unusual deductions, or reluctance to provide complete information about sources of income. These circumstances not only pose ethical dilemmas, but also put you at risk of falling short of legal standards. 

By recognizing these red flags early, you can take proactive steps to effectively manage these situations. 

Preemptive strategies for a smoother tax season

Before the whirlwind of tax season begins, it pays to lay the groundwork for minimizing any of the above scenarios. 

Attracting clients that align with your ideal client profile is a good first step to ensuring smoother interactions. This means focusing your sales and marketing efforts, and client onboarding processes toward individuals and businesses that fit your firm’s expertise and values.

In “How to Build a Million Dollar Tax Representation Practice: A Step-by-Step Approach,” Eric L. Green, an attorney and founder of Tax Rep Network, takes this strategy to the next level by asking, “What you do need to do is get your arms around your practice so that it works for you, not the other way around?”

His recommendations for doing that include printing out a list of every tax preparation client you have, making sure the list includes the fees they pay you, and to  print your receivable list. 

“Rank the clients from A-F,” said Green. “The As are excellent clients; you love working with these people and they always pay your bill. The Bs are good clients who do not bother you and generally pay on time in full. C clients are those who could be A or B clients, but you cannot really focus on them, and they usually complain about their bill or are slow payers. D clients are clients you would rather not deal with, and F clients are people you wonder why they are even still clients. These people owe you money and are so annoying they suck your will to live. They are the last ones to get you documents, refuse to go on extension, do not listen to you, and probably owe you money … You should charge a fair rate from day one. Unfortunately, most practitioners do not do this and end up with a practice of lots of cheap clients they would rather not work with.”

Also, make sure your proposals and engagement letters are comprehensive. These documents clarify the scope of work, set expectations, and legally protect you and your clients. They’re your first line of defense against scope creep and misunderstandings about your services.

Some platforms can help you optimize a number of these processes by providing legally-vetted templates for engagement letters for example, and automate the sending of these, too. Technology can also automate other mundane or repetitive tasks as well, such as client billing and taking upfront payments, allowing you to focus on delivering top-tier tax services – and spending more time for those more complex clients. 

Let clear communication be your friend

With your preemptive strategies, expand your focus to communication. At the start of any client engagement, be explicit about the services you provide, the timelines, your pricing, payment terms, and expected outcomes. This sets a clear foundation for your relationship and helps avoid misunderstandings later on. A well-crafted proposal and letter of engagement ensures you’re clearly setting out these expectations before you start any work. 

The right technology can fast track your firm to a more profitable and efficient tax season. But don’t forget the human element of your professional relationships. Schedule consistent meetings or updates with your clients. These check-ins serve as opportunities to review progress, address any emerging issues, and reaffirm mutual expectations. What’s more, they foster trust and ensure that you and your clients remain on the same page throughout your engagement.

Turning tax season challenges into opportunities for growth

During tax season, you’re juggling tax preparation with client relationships, changing regulations, and ethics—all with the clock ticking away.

Effectively managing complex client scenarios can lead to enhanced accuracy, stronger client relationships, and smoother operations. Using technology in your tech stack can help you navigate these challenges with ease. When you use a revenue generation platform such as Ignition to reclaim your time and unlock your revenue, you’ll not only survive tax season—you’ll master it with efficiency and confidence. Find out more by watching an instant demo.

This blog post was co-written with Ignition. I have obtained permission to share it on my website/social media. For the original source of this post, please visit https://www.ignitionapp.com/blog.

The post Handling complex client scenarios appeared first on Tax Pro Center | Intuit.


Show your clients some love

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Whether it’s February, tax season, or any other time during the year, showing love to your clients is good in a number of ways. You want your client to feel valued and that you are a true partner to them. I asked the Tax Council how they value their clients—and here are their responses. Drop a comment in below to let us know what you to do make your clients feel valued.

Nick Boscia, CPA, EABoscia & Boscia PC

At Boscia & Boscia PC, making clients feel valued isn’t about grand gestures—it’s about delivering an experience that is consistently reliable, efficient, and client-focused. We pride ourselves on fast and responsive communication, ensuring no client email ever goes unanswered for more than 24 hours. Our streamlined scheduling system allows clients to book appointments effortlessly when they need more than a simple email response, reinforcing that their concerns matter to us.

One of the biggest testaments to our commitment is the 600+ 5-star Google reviews we’ve received. After every tax return is completed, we invite clients to share their experience, and their feedback speaks volumes about the care, efficiency, and expertise we provide. In addition, we deeply appreciate our long-standing clients, some of whom have trusted us for over 40 years—a reflection of the strong relationships we’ve built across generations.

For us, making clients feel valued isn’t just a one-time thing—it’s embedded in the way we communicate, serve, and grow alongside them.

Louise Cochrane, CPAL.F. Cochrane & Associates

I let my clients know that they are valued by knowing how and when to respond. When a client emails and I can sense anxiety, I pick up the phone right away and give them a call. Usually they vent, I listen, repeat and say that is completely normal, because anxiety around money and taxes is definitely anything. Then I redirect it forward into the future where we consider options and make a plan. Maybe it is a 25-minute check-in a week later or an introduction to someone in my network who has a more specialized skill set. I always remind my clients that we are in this together and that they can reach out anytime, I don’t want them ever to be drowning in the unknown.

Al-Nesha Jones, CPA, MBAASE Group

At ASE Group, making our clients feel valued isn’t just something we do—it’s who we are. We don’t see them as just tax returns or numbers; we see them as people with real lives, milestones, and challenges, and we make it a point to show we care.

We use our CRM (HubSpot) and project management tool (Asana) to help us keep track of the important moments our clients share with us—whether they’re moving, growing their families, getting married, or celebrating birthdays. That way, we can send a thoughtful card, a small gift, or even just a heartfelt email to let them know we’re thinking of them. And it’s not just about the happy moments—when a client experiences a loss, we make sure to send a sympathy gift and check in to offer support.

Beyond that, we stay connected in a way that feels personal. A quick email or phone call just to say hello, without any sales pitch or agenda, goes a long way. Those little moments of genuine care are what make our clients feel seen and appreciated—because they truly are.

John Jordan, CPA PA

We ask our clients more than just business questions to try to get to know them personally, often by asking them follow-up questions after exchanging normal pleasantries. Showing value to your clients also means putting myself out there by sharing what’s going on in my life, in the business, and even what my current struggles are in each one of these. There has to be a real exchange in thoughts, ideas, or emotions to make people feel valued in any relationship.

Kristen Keats, CPASherwood Tax & Accounting

In the last our years, we have made an intentional effort to make our clients feel valued. We do this by pricing our services to accommodate a year-round relationship, provide proactive communication, and enable response times that let them know they are important to us!  We built our processes so that we are in contact with our clients throughout our service delivery, whether it’s bookkeeping, tax planning, or tax return preparation.  It’s also important to note that in our client selection, we take steps to ensure that our clients value us back and that we have a balanced relationship. If we have clients that appreciate us, it’s so much more motivating to give them the service level and value they expect.

Megan Leesley, CPADark Horse CPAs

I get to know them for more than just their tax situation. Clients always mention little personal tidbits that are important to them in conversations, if we choose to notice. I like to focus not just on the tax implications in the conversation, but also ask about those little tidbits.

For example, if we are talking about 529 plans or education deductions in reference to a child who is soon to graduate and head off to college, I ask about where they are thinking about going, or what they want to study. Inevitably, it opens up a whole conversation that not only helps me better understand the family and their goals, but also helps make a stronger connection with that client.

I also like to take notes about these personal details and pin them in Karbon, so it’s the first thing I see when I look at their information and remember to ask about that personal detail the next time we speak. I want my clients to know that I care about them; I feel like this helps them to feel valued as people and not just as paying clients.

Linza Advisors Candy

Tatiana Tsoir, CPALinza Advisors

We love to sprinkle some “Linza Love” on our clients and future clients, and love sending books to clients with our embossed message of love as well.

The post Show your clients some love appeared first on Tax Pro Center | Intuit.

4 ways to deal with unprepared or late tax clients

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One of the hardest things for anyone doing tax work is figuring out how to serve clients who aren’t prepared. You know the ones I’m talking about: those without books, those who don’t have their documents ready, or those who don’t follow your processes and don’t work with you to get your return filed on time.

I’m breaking down some ways that can help you, as the tax preparer, deal with tricky or unprepared clients. Here are a few ideas to get you thinking about what steps you can take to make tax time a little shorter and less stressful.

1. Perform a client audit

Alyssa Dillon on the Diaries of a Tax Practice Owner podcast initially turned me on to this idea. Turns out, most of the high performing practice owners I know also do this at least once a year.

If you keep growing your client base without focusing it over time, you’ll end up burning out. There will always be clients in your growing client list who aren’t prepared and cause headaches.

The basic idea of the client audit is to look at your entire list of clients and judge whether it’s worth dropping a few of them. To do that, you need to evaluate a few things:

  • How valuable is this client? This could be annual revenue, potential revenue, or even the potential for the client to refer others.
  • How much effort are they? Unprepared clients cost you more to serve.
  • Do they value your time and advice?
  • Are they inside your area of expertise or niche?

If the effort it takes to serve them greatly outweighs the value they have for you, maybe it’s time to release those clients. If you want to break your relationship, be honest with the client why you aren’t the best person to serve them. The #1 piece of advice I’ve heard successful tax practice owners give is to focus their client list as soon as they can. You will end up burning out from unprepared and ill-fit clients if you take everyone on.

2. Start-of-season tax explainer video

Nicole Davis explained this idea at the last Digital CPA Conference in Denver. Every tax season she sends each of her clients a short video explaining how her firm works, what the client needs to do, and next steps. It breaks down how her portal works, how to sign the engagement letter, what the general deadlines are, fees, common mistakes clients make, and how to get prepared for taxes.

Emailing instructions is step one, sure, but following up with an explainer video dramatically dropped the time her firm spent on walking clients through their processes. She used an animator and video editor on Upwork to produce the video so it looks professional, after having given just a script.

And if you really want to make sure clients are prepared this season, send them an FAQ page and add it to your website. Link it in your email signature. Give thorough answers to all your most frequently asked questions. If clients ever ask one of them, instead of replying directly, just forward them your FAQ page. 

3. Use technology

We all know how powerful tech can be to help you in your practice. Having systems in place to automate some of the work can really help you deal with unprepared clients, especially with AI.

For example, in an article about ChatGPT by Blake Oliver on the Tax Pro Center, Blake breaks down how you can deal with clients who have a lot of questions about AI. Workflow automation tools such as  Canopy can help you with gaining the right documents from clients using automations. My company’s software, CleanUpBuddy, can help with your shoebox clients who don’t have clean books needed for their Schedule C by getting clean financials from their bank and credit card statements in seconds using AI.

4. Upsell more services

You might be able to upsell unprepared clients into higher-value services such as advisory or year-round bookkeeping, since they clearly need the help.

Make sure to explain how their current pricing tier doesn’t include the things they need and how your additional services can help them stay on top of taxes throughout the year. It’s helpful to show the concrete value you’ve brought to other clients in similar situations.

Finally, make sure you know when you’re OVER-serving clients. Scope creep is a massive problem that a lot of preparers deal with. If a client asks for something additional that is outside what was initially outlined, be clear on why they need it, how you can help them, and why it will cost extra. 

Baby steps

Making small changes now can pay off handsomely over the course of each tax season. You’ve got this! Please share your own tips and techniques in the comments below.

Editor’s note: This article was originally published by the CPA Practice Advisor.

The post 4 ways to deal with unprepared or late tax clients appeared first on Tax Pro Center | Intuit.

7 tips for more efficient client communications

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Establishing consistent communications and effectively managing client expectations is an important aspect of tax and accounting. However, periodic reminders, check-ins, and administrative work that comes with liaising with clients can be time-consuming. The takeaway? It’s the kind of work that can be optimized to better serve your firm.

Much like low-value tasks, simple client communications can be streamlined, automated, and in some cases, outsourced. Wondering how to decrease time and effort while maintaining valuable client relationships? Here are some effective ways to make your communications with clients more efficient and impactful.

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1. Work from templates—then personalize

Many of the messages you send to clients echo the same ideas, words, phrases, and even instructions. From quarterly tax due date notifications to onboarding guidelines, you and your team are likely firing off numerous similar emails each day. Saving time on typing these routine notes would allow you to work on more complex client needs.

To do that, prepare a series of email templates to have at the ready for a variety of common topics, especially recurring ones, including deadline reminders. Many email programs let you save templates, while text replacement software such as TextExpander, PhraseExpress, and Text Blaze can autofill templated text with the use of a keyboard shortcut. With templates to work from, you can also offload the sending of client communications to more junior-level staffers or outsourced workers.

While it’s important not to have these templates sound stiff or robotic, it’s worth it to add elements of personalization to each email. Depending on your relationship and the nature of the message, you could mention an account-specific detail or something a bit more personal. For example, if you and your client discussed the Red Sox game the last time you spoke, a nod to a recent game could be a way to deepen client rapport and trust.

Here’s an example of an email template you might use to send to a new client:

Sample accountant email template

Hi [CONTACT NAME],

Welcome to [YOUR FIRM’S NAME]! It’s great to have you with us. We’re looking forward to helping you streamline your finances and achieve your business goals.

Before we get started, there are a few things we need from you in order to onboard you into our system. The sooner we receive this information, the sooner we’ll be able to begin working together.

Please upload the following documents using this secure link by [DATE]. It shouldn’t take more than 10 minutes to complete.

  • [ITEM 1]
  • [ITEM 2]
  • [ITEM 3, etc.]

Once we’ve received all of the above, [CLIENT MANAGER NAME] will give you a quick call to schedule your kickoff meeting.

If you have any questions in the meantime, please don’t hesitate to get in touch.

We look forward to speaking soon,

[YOUR NAME]

2. Provide proactive educational content

If you’re an accountant who mainly communicates with clients ahead of, and during, tax season, you’ve probably sent messages expressing appreciation for their business during slower months. Providing educational content to clients before they need it is an excellent way to keep in touch and have them feel they are getting added value from your firm and working relationship. Use the off-season to build out content you can schedule to send throughout the year. Examples include topics on deductions or credits, links to helpful webinars, or distilling tax guidances and important deadlines from the IRS into an easy-to-read format.

Note: Here’s an article from Mailchimp on marketing your firm.

3. Avoid jargon

Educational content only builds client trust if your clients can easily understand what is being sent. Make sure to avoid jargon in your emails, videos, and other areas. As the Journal of Accountancy notes, accountants have their own vocational language. When it’s used with people who are unfamiliar with it, you run the risk of alienating them. Instead, prioritize the use of terms that are clear and easy to understand for a general audience.

4. Incorporate data into your communications

Similarly, it can be helpful to explain more complicated financial topics with charts and data. Whether that’s internal data on client satisfaction or tax statistics, incorporating data into your communications can help a client feel in the know.

5. Use a secure portal, not an inbox

If your firm decides to enlist junior members to work on client communications, that member might be sending emails to a long list of clients. When it becomes your turn to interface with a client, you likely won’t have an idea of what’s already been said unless you ask them to forward existing email chains.

In other words, sending out individual emails means communications are only immediately visible to the sender in their inbox. To combat this, you can resolve to only communicate with clients through a secure portal. If you’ve successfully set up a portal for your clients to onboard them, then it’s easy to continue using the portal for communications. This allows you to see what concerns clients have expressed previously, what questions they’ve had, and how you can build off their most recent interactions—ultimately saving time while keeping the client relationship strong.

6. Keep communication consistent

Sporadic emails, no matter how informative or customized, can be jarring to your client. By setting up regular automated messages and pre-scheduled notes, you can stay on top of the most important communications without having to dedicate copious time to planning and writing them.

7. Know when to write it yourself and when to outsource it

Analysis of proposals and changes to tax law are the domain of experienced tax professionals—these are the kind of high-value communications that require expertise and experience to write. The end-of-year holiday greeting for clients? That can be outsourced. Be rigorous in determining which communications only you can write and which ones can go to a virtual assistant, marketing firm, or intern.

The post 7 tips for more efficient client communications appeared first on Tax Pro Center | Intuit.

Google review templates for tax pros

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Whether you’re in post-tax season or any other time of the year, your marketing shouldn’t go quiet. Any time is the perfect time to ask happy clients for a quick Google review.

Why? Because your service is still fresh in their minds—and the easier you make it, the more likely they are to follow through.

Why reviews matter

If you have a Google Business Profile, review matter because they:

  • Improve your local search ranking.
  • Build trust with prospective clients.
  • Showcase your expertise and responsiveness during the busiest time of year.

How to make it happen

A handful of fresh reviews can go a long way in helping you stand out during the slower summer months.

  • Send a short, friendly email with a direct link to your Google review page.
  • Ask specific clients who gave you positive feedback during tax season.
  • Use a simple prompt such as: “How did we do this tax season? Your feedback helps others find us and helps us improve.”

From one of my clients, “Thank you for straightening out my Google business account and giving me directions as to how to post there. I already have at least one new business client from it.”

Pro tip: Include a reminder in your post-tax email wrap-up or newsletter!

Sample email template: Requesting a Google Review

Subject Line Options (choose one):

  • Quick favor? Share your experience with us
  • How did we do this tax season?
  • Help others find a trusted CPA—leave us a quick review

Body:

Hi [Client First Name],

Now that tax season is behind us, we just wanted to say thank you again for choosing [Your Firm Name]. We truly appreciate your trust and the opportunity to work with you.

If you had a positive experience, would you mind taking a minute to leave us a quick review on Google? Your feedback helps others find reliable accounting help when they need it most.

[Insert Your Google Review Link Here]

You don’t have to write a novel—even a sentence or two goes a long way.

Thanks again,
Your Name, Title
Your Firm Name
Phone Number | Website URL

How to get your Google Review link

Option 1: Use your Google Business profile

  • Go to https://business.google.com/.
  • Sign in with the Google account that manages your business.
  • In the dashboard, select your business profile.
  • On the left sidebar or in the main dashboard, find and click on “Ask for reviews.”
  • A box will pop up with your unique review link.
  • Click “Copy Link.”

That’s your direct link! When clients click it, they’ll go straight to your review page.

Option 2: Use Google Search (fast & simple)

  • Google your business name.
  • If you’re logged into your business account, you’ll see a Google Business Profile dashboard appear directly in search results.
  • Click “Get more reviews.”
  • Copy the shortened review link.

Top WordPress plugins to display Google Reviews

If you have a WordPress website, add a “Client Testimonials” page and use a WordPress plugin to pull in your most recent Google reviews automatically. You can also place the review widget on your homepage or service pages to increase credibility.

WP Google Review Slider

  • Best for: Displaying reviews in a clean, slider, or grid format.
  • Features:
    • Pulls in Google (and Facebook/Yelp) reviews.
    • Customizable slider and layout styles.
    • Filter out low-star reviews.
  • Free version is available, with a Pro version for more display options.

Plugin for Google Reviews

  • Best for: Simplicity and ease of use.
  • Features:
    • Direct integration with your Google Business Profile.
    • Real-time sync of your latest reviews.
    • Shortcode support to add reviews to any page or sidebar.
  • Lightweight and suitable for speed-conscious sites.

Trustindex – Google Reviews Widget

  • Best for: Multiple layout templates and branding options
  • Features:
    • Over 25 widget styles and 16 pre-designed layouts.
    • Easy customization of fonts, colors, and review filters.
    • Supports schema markup for SEO benefits.

Pro tips

Add your Google review link to:

Keep the momentum going

The end of tax season doesn’t mean the end of client engagement. By asking for Google reviews now—while your value is still fresh in your clients’ minds—you’re setting your firm up for stronger visibility, better trust, and more opportunities year-round.

Whether it’s a simple email, a link in your signature, or a glowing testimonial featured on your website, a little nudge can go a long way.

  • Make it easy.
  • Make it timely.
  • Make it part of your post-season workflow.

Your next great client might be one review away.

Editor’s note: This article was previously published by Becky Livingston of Penheel Marketing.

The post Google review templates for tax pros appeared first on Tax Pro Center | Intuit.