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By Michelle Golden - I've written about bad service attitudes before.
Did you catch this Dear Abby letter? A Texas accountant wrote in whining about what an inconvenience clients are and how put out the people in his firm are with it all!
Here's his beef as he anonymously chides clients:
- Do not just "drop in"....Being distracted from our work for a visit can be very disruptive.
- ...clients feel the need to share how their children are doing. We try to be polite and listen. But....Multiply that by how many clients come through our doors, and it's overwhelming.
- ...do not call your accountant and ask a question for...anyone else other than yourself....it is not billable time for our firm.
- ...if you call...requesting information about the tax consequences of a decision you are trying to make, please do not have a fit when you receive a bill for the time spent doing this research....
Thank goodness there are accountants out there who are mortified that this person represents their profession. Brenda Richter, for instance, an admitted VeraSage groupie, felt moved to reply to this offensive complaining.
I agree with Brenda. If the crabby, weary accountant who wrote that sounds at all familiar to you, I know hundreds that don't have lousy attitudes about their chosen profession and I'll be happy to recommend some in your area!
Clearly, the short-sighted CPA doesn't see client interaction as an important way to serve the client better and maybe even address some additional needs. And apparently s/he is too busy to care that some of these interactions might be a great referral opportunity.
I'm amazed people get away with this really crappy attitude and some even achieve success despite themselves.
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Forgetting why we chose this career??
Thanks for your comments Bill and Gail. I think the thing that shocks (and saddens) me most is that the service provider has apparently forgotten that (or why??) he went into a service business. If anyone is that miserable, it's definitely time for a career change! Most CPAs I know LOVE the thrill of helping people and they tell my that is what makes them get out of bed in the morning. Even on April 14.
Clients deserve the best
I'm sitting at my desk at 1 a.m., Saturday night, working on tax returns for my clients who rely on me to help them through the muddle of the tax laws. I'm not complaining about the long hours - quite the contrary. I regard it as an honor that my clients have chosen me over all other accountants to do their work for them. They pay me for my service, and for that fee they deserve the highest quality of work I can provide. That includes treating them with respect and working extra hours if it that's what it takes to get their work done. If an accountant, like the one described in that letter, doesn't want to provide that kind of service, he should let the clients go, tell them they should look for another tax preparer. He'll be happier, and so will his clients.
Client Service
That letter reminds me of a client of mine. My wife and I met them socially and he told me about his dream of starting his own business. He wanted me to set up his accounting system for him, which I was delighted to do. But first I asked him if he already had an accountant. He said yes, but the man had actually fallen asleep as my friend described his ideas.
The good news is that my friend was able to get the business off the ground and it has proved to be a way for him to combine his business and his passion.
Yes, things get busy at tax time, but I think there is always a reason to get to know your clients, even if it is just to be in a better position to help them.
Bill