Are....you....READY?! (YEAH!)
This item is essential to both schedule readiness and client growth. You can also find it located on the outside of a school bus?
What is: Yellow space
If you are executing CDAS properly, these two columns in the CDAS reporting should show "zero" for today and tomorrow?
What are:
CDAS Commitment Conflicts and CDAS Appt Hour Conflicts
This system has an email template that can be used for contacting clients that have not filed their 2022 return?
What is: FAMS
This system allows leaders to validate hours worked and should be reviewed daily.
What is: Kronos
Harnessing "this" is to leverage the emotional and intellectual elements of the change to drive engagement and ownership.
What is: Vision
This process should be completed a minimum "3 times per day", no matter how pretty it may be.
What is: DAISY
This helpful icon on an appointment in Appointment Manager tells the CDAS captain/DGM that we have documents uploaded and therefore more flexible options to serve the client? It's not just for holding things together anymore!
What is: Paperclip
In order to drive paid returns, we should be following up with each return on hold at a minimum of this often, and including updated notes in Work Center
What is: Seven Days
In order to maintain integrity on the schedule and room for clients to make an appointment, appointments we can't confirm with the client should be set "unable to confirm" this far in advance?
What is: 48 hours
On Tuesday, Jeff referred to "this" as our why?
What is: Our purpose
Within Appointment Manager, this is where you can locate additional information about the client, including previous year's appointment length and tenure?
What are:
Appt Details
Pre-Interview Info
These two great options can help you serve a client more quickly and effectively when they've made a CDAS appointment in a CDAS only office?
What are:
Digital Drop Off
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!
What is: Extension Filers
Engaging our clients via phone and in person with this great option is perfect for a client that just wants to get their taxes done now. And there's even a DDO link for it now for clients to go straight to this wonderful place, they don't even know exists!
What is: Fulfillment Network
In order to optimize your impact, hire to "this." It will reduce probability of overstaffing and overscheduling, as well as will likely reduce attrition. And, it's also a great place to shop.
What is: Target
What are the three main tools/resources currently that can be used to ensure proper scheduling, both during tax season and in the pre-season?
What are:
Capacity Management (AM)
Schedule Readiness (HUB)
US Retail Resource Center
CDAS appointments can be scheduled no less than this amount of time in advance?
What is: Three Days
When checking unstarted drop offs in Work Center, we should ensure they are assigned to a Tax Preparer and started with in this time frame?
What is: 48 hours
Going into next tax season, this role will no longer be on the leader schedule, to help avoid labor overspend at the desk.
What is: ATL's
During Jeff's message on Tuesday, he alluded to this video as a reminder to not over-complicate executing our mission?
What is: The power of simplicity
This rate is effectively how much time in the day's schedule is filled up with client appointments? (Hint, the higher it is, the less space you have to fill the top of the funnel.)
What is: Saturation Rate
Oops, I did it again! I finished these two types of returns today, but they didn't count towards my completed returns for the day and lowered by productivity for the day. They do, however, count for the day they were started.
What are:
TPR
Fulfillment Network
What a day Tax Pro Tony had! He worked 9 hours, completed four returns: one of which was a TPR started previously, one entity and two others that were pending payment. He also had a previous H&R Block client walk in with an IRS letter and was able to provide them help. What was Tony's productivity today?
What is: .33
In order to provide the best service to clients that call in our offices, we should consistently execute these four steps of our Inbound Call Quality SOP?
What are: First Impression, Identify Client Needs, Provide a Personalized Solution, Secure the Appointment
This vector of leading change intentionally creates a lasting environment where all team members are motivated and maximally productive as change unfolds?
What is: Sustain energy