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July 2018 » Client Satisfaction
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Jason L. Ackerman, CPA/CGMA, CFP
Most CPA firms today are focusing their efforts on eliminating client interaction. They want clients to drop off their tax info and pick up their completed returns a few weeks later, with little or no communication in between. Most likely, the few “touches” the CPA firm has with clients are not a fantastic experience. Clients might receive a tax organizer that looks like it hasn't been updated in the last 15 years or a legal engagement letter to sign, and they most likely have to come to the office to sign their returns and pay their taxes with a check. The rest of the year, the client might get a few email newsletters, but that's it. If they try and call the firm to talk with someone, most likely they go through a phone tree and waiting music to leave a voicemail message that is returned a week later. It's the equivalent of going to the dentist—something you need to do, but not something you look forward to doing.
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