Tax Notice Service
What is the first 2 Steps we take when a client has a tax notice? (2 steps)
Upload to WC Client Card & Begin a TRS for Tax Notice Service
True or False: a client who takes at least 1 product has lower retention than a client who does not take at least 1 product?
False
What percentage of new clients should have a second look
90-100%
What types of returns do we follow up with on Monday?
Missing Information
True or False: You should log into teams at the end of the day?
False
Is every client charged for Full Tax Notice Service?
No, What would cause no charge?
What are the 4 E's of the client experience?
Ease, Expectations, Empathy, Expertise
What is our phone answer rate goal?
75-80%
What Types of holds do we follow up on Tuesdays?
Signatures holds & remaining missing information
True or False: I need to log out of office selector at the end of each shift?
TRUE
Which type of client is offered free tax notice interpretation?
Prior clients only
What should every client have when their return goes on hold?
A clear plan and a follow up appointment booked
How many offices should you be logged into in Office Selector each workday?
All offices
What types of returns do we follow up with on Thursdays?
Pending Payment, more time to complete
Where do you find daily communication from the DGM?
Teams, Daily Huddle
Will my client be charged if they purchased POM in 2025 only but are providing a letter dealing with a 2023 return?
Yes, why?
We enhance the client experience by leveraging what tool at our desks?
Client Experience Monitor
What is our Product attach per return goal?
75%
How often should we resend Approve Online returns?
Once a Week (Wednesday)
What is due from you at the end of each shift?
A Daily Huddle Recap
When every client leaves what should we ask for?
A 5 star survey & a google review.
What is the Individual Contribution Margin Goal?
$4 of revenue/$1 in wages paid for the day
How often should we be updating hold notes in Workcenter & in the return in BWO?
Once a week.
What questions should you be answering in your recap?
What was your most meaningful interaction with a client today?