Protect
Help! I got a letter from the IRS and I don't know how to respond?
What is POM?
The only way to find the right tax pro to serve a NEW client.
What is Best Match?
The discussion with clients about virtual options start when this happens.
What is the first (AND EVERY) contact the client has with the office.
When confirming appointments, we should be doing this.
What is ask clients to upload documents, set expectations and lots of notes? We should also be noting every method (at least voice mail and email) used to contact client.
SLA
What is Service Level Agreement (24 hour contact done in 72)?
Help! I need cash right now! The mechanic has my car and will only accept cash!
What is refund advance and emerald card?
What is a 2nd Look?
Clients do not like to come to the office for an in-person visit. We can offer these types of appointments instead.
What are video and phone.
Heather's Confirmation Poem!
What is Today Plus 2, NO BLUE!?
TRR
What is tax pro review, an virtual product that allows self preparers the opportunity to have their return completed with the assistance of an experienced tax professional?
Help! I think I my personal information has been stolen!
What is TIS?
Best way to get client to come back next season, and make a smaller campaign calling list!
What is Save the Date appointment?
When setting an appointment and making campaign class, this should be sent to start the service.
What is a Digital Drop off?
If the front desk takes in an in office drop off, we may miss the client if the following steps are not completed.
What is (a) start the drop off service in Work Center (b) send the TP a message in Teams and make sure they react to it when it is started (c) put prep appointment for TP so they see it.
CDAS
What is Client Demand Appointment Setting, the ability for clients to schedule appointments against open office hours so we can serve them when/where they wish to be served?
Help! I have no money to pay for the return today, but I need to file to get my refund!
What is to Refund Transfer?
EVERY CLIENT GET THIS!!!
What is an appointment.
Save the date
Follow up
Prep- Even an AOL should have an appointment so when check in with the client to finish!
Before we scan documents in, we should try this method of capturing documents, preferably before clients come into the office.
What is a document upload through MYBLOCK?
This creates a sense of urgency in the client when this is left on a voicemail.
What is as little as possible?
I am calling about your appointment.
I am calling about your return.
No information on the voice mail/email means they will call us back!
WIP
What is Work in Progress?
Help! I have no bank account! I would like to get better at saving money, but it is hard to do when you can't get a bank account.
What is Spruce Account?
The Simplest and Best way to increase clients served in the office.
What is ANSWER the Phones! Even if you are sitting with a client!
Clients do not have to bring their kids out into the freezing cold snow. They can sign and pay for their return using this.
What is Approve On Line?
As a leader, this is how you know if things are being done properly in the office.
What are the watching reports and listening to your Tax Pros and CSPs in the office?
GROW(N)
(in appointment manager)
What is the process to ensure capacity to serve?
G- Green
R- Resolve Documents
O-Optimize
W-Work Load
N)NOTES!!