Thursday, March 21st, 2019

Dealing With The High Volume of Tax Season Emails

“Better three hours too soon, than one minute too late.” – William Shakespeare.

During tax season, a few years ago, I sent an email to one of my clients, a CPA managing partner. In response to my email, I received the following message:

Greetings, Friends & Clients:

 Due to the normal tax season intense 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 (name and 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,

It was a first for me. I had never received one like it. Of course, I had to ask the partner how this move toward winning the email battle was working for him. I’m sure most of you are fighting this same email overload challenge.

He replied that he was glad that I was not offended and that the feedback has been mostly positive. He added, “Email is the biggest challenge I have and many people (who don’t email you a lot), have an expectation of an instant response.”

I was absolutely not offended. I knew right away he had received my email and when he would get back to me. Simple as that. Don’t you hate it when you never hear anything at all (for two days or more)? You just wonder if they received your email or not. Don’t leave your clients wondering.

  • "Time is what we want most, but what we use worst."
  • William Penn

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