PROVIDING EXCEPTIONAL CLIENT CARE - FIVE SIMPLE STEPS

Building a successful tax resolution business does not depend on your track record alone. It is also heavily weighted on how you treat your clients. Providing your clients with exceptional care will remain in their memory a lot longer than their tax problem.

Here are the 5 steps I used, with every client, to provide exceptional client care: 

1.   Get your team members on board. Write down what you think exceptional client care looks like and have a meeting to share your vision and commitment. Get buy-in from everyone on your team and implement.

2.   Talk and listen to your clients. Find out what your clients consider to be exceptional client care. When I ran my tax resolution firm, we had every client fill out a stealth survey about their experience so we could gauge what they expected from us and what they thought was above-and-beyond care. (this was also used to obtain client testimonials!)

3.   Implement a system where you touch base with a client every 28 days. I don’t mean leaving a voice message or email. Get them on the phone “live” or meet with them in the office. Document this system, stick to it!

4.   Communicate with your client consistently and frequently, especially when there is nothing going on. It’s easy to let clients fall by the wayside if the IRS is in a holding pattern or there’s nothing to be done at the moment with their case. Don’t let this happen. Keep them looped in whether there is new activity and especially when there is not. Remember that you are charging their credit card or debiting their bank account on a monthly basis and they want to know what they’re paying for. If you follow step #3, this is easy!

5.   Accept that quality is going to cost something. There’s a difference between staying at a Motel 6 versus a 5-star hotel. Clients are willing to pay more for a better service and better quality. Keep those things in mind when you’re talking to them about how you provide exceptional client care because it is all about how the client perceives their experience with your firm.

Clients are one of your best referral sources…don’t be afraid to go the extra mile!

If you’re a CPA, Enrolled Agent, or an attorney and you want to learn more about the lucrative tax resolution niche, sign up for my free webinar deep dive online training called “The 5 Secrets to a Million Dollar Tax Resolution Practice” to learn how to get a predictable monthly stream of qualified tax resolution prospects, how to get retained and close the deal, get paid in advance before their case settles, and how to turn them into referral machines.

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