R U Ready?
This item is essential to both Schedule Readiness and Client Growth. You can also find it located on the outside of a school bus.
Yellow space
If you and your team are managing CDAS effectively, these two columns in the IMR CDAS report should show ZERO for today and tomorrow.
•CDAS Commitment Conflicts
•CDAS Appt Hour Conflicts
This system has an email template that can be used for contacting clients that have not filed their 2022 returns.
FAMS
This system allows leaders to validate hours worked and should be reviewed daily.
Kronos
Harness “this” is to leverage the emotional and intellectual elements of the change to drive engagement and ownership
Vision
This process should be completed a minimum “3 times per day,” no matter how pretty it may look.
DAISY
This helpful icon on an appointment in Appointment Manager tells you documents have been digitally uploaded, and that the client is open to virtual service options.
Paperclip
At a minimum, we should be contacting clients in Work in Progress (WIP) this often.
Every seven days
Name two great ways front desk associates can support client growth.
•Confirming appointments
•Marking appointments Unable to Confirm when unable to reach client
•Calling campaign
•Answering every call
•Sending DDO invites
When considering hiring this role onto our team in the future, we should feel confident that the associate will work on becoming a future Tax Advisor.
Tax Advisor Assistant (TAA)
These two components will create a “Double Whammy,” resulting in Labor Overspend.
•Over-Scheduling
•Over-Adherence
These two handy options can help you serve clients more quickly and effectively in a CDAS only office.
•DDO
•Video Appointments
Clients in this category of WIP/Calling Campaign have made a financial commitment to us, and are a priority for us to help, even if they tell us they want to wait…
Extension Filers
Going into the next tax season, this role will no longer be on the leader schedule, in order to avoid labor overspend at the front desk.
ATL
In order to optimize your impact, hire to “this” ON TIME. It will reduce the probability of overstaffing and overscheduling. “This” is also a great place to shop
Target
Name two of the three main tools/resources currently available to ensure proper scheduling, both during tax season and in the pre-season.
•Capacity Management (AM)
•Schedule Readiness (HUB)
•US Retail Resource Center
CDAS appointments need this much minimum lead time before they can be made.
Three days
These categories of returns (clients) on hold should always be a top priority due to SLA and time sensitivity.
•Unstarted Drop-Off’s
•TPR
In order to maintain schedule integrity and ensure room for client growth, appointments we can’t confirm directly with the client should be set to “Unable to Confirm” this far in advance.
48 hours
During Jeff’s message on Tuesday, he alluded to this video as a reminder to not over-complicate executing our mission.
The Power of Simplicity
This percentage tells you how full of appointments your daily schedule is.
Saturation rate
Oh no! I finished these two types of returns today, but they don’t count towards my return count for the day, and my productivity is low. They do, however, count for the day they were started.
•TPR
•Fulfillment Network
Tax Advisor Scott works 9 hours and completes 4 returns: One is a TPR started previously, one is an entity and two others are clients coming in to pay for their Pending Payment holds. He also helps a walk-in client with an IRS letter.
Scott’s Productivity is this much today.
0.33
Engaging clients via phone and in-person with this great option is perfect for someone who just wants to get their taxes done now. We could even send a DDO link to help the client get straight to this platform.
Fulfillment Network
This vector of leading change intentionally creates a lasting environment where all team members are motivated and maximally productive as change unfolds.
Sustain energy