Thursday, March 16th, 2017

Don’t Hide The WELCOME Mat

“No matter how busy you are, you must take time to make the other person feel important.” – Mary Kay Ash

You made it through March 15th. It was challenging and sometimes very stressful. You have another month of the busy season life before you can relax a little.

And then, it is those darn clients. They keep emailing you and calling you. Don’t they understand how busy you are?? You just want to hide from them!

welcomeIf you are working in public accounting, please never forget that you are in the service business. Compare it to being in a restaurant and you ask the waiter for a water refill or another glass of wine. He flippantly and quickly responds. “I’m too busy right now. You’ll have to wait.” How much of a gratuity would you leave? Would you return to that restaurant anytime soon?

I email a lot of CPA practitioners and have received a lot of clever “out of office” automated responses. Here are two examples of the bad and the good.

I was saddened to receive one similar to this:

Due to the tax deadlines, I will not be able to respond in a timely manner to voicemail or email. If you need immediate assistance please contact Sally (phone number) and she will get a staff member to assist you.

What kind of message does this send to your client base? How many clients will hang around until you are not so busy? Never let clients know you are TOO BUSY for them and their needs. I guess the above message is better than never hearing back at all.

A few years ago I received an automated message from a long-time client when I emailed him during busy season. This message was warm and welcoming and explained an acceptable process for the busy time of year.

Greetings, Friends & Clients:

Due to the normal tax season high workload and to allow me to completely focus on the tasks at hand, I am currently checking and responding to e-mail daily at 8:00 am, 1:00 pm and 5:30 pm CT. You & your email is important to me and at the scheduled times, I will respond.

If you require urgent assistance please contact my assistant Juli Moses at (he provided phone number) or you can email her at (he provided her email address).

Even though you get this auto-response, rest assured that I do receive and am able to view the email you sent. Thank you for understanding this move to more efficiency and effectiveness. It helps me accomplish more and serve you better.

Sincerely,

Mike Shost

CPAs are in a business filled with tax due dates. Never be too busy for your valuable clients. Always have the WELCOME MAT prominently displayed, in your responses and in your personal behaviors.

  • "The busy have no time for tears."
  • Lord Byron

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