DOs & DON’Ts Intaking New Client
Getting new customers to prepare their taxes with you can be a bit challenging. It requires a lot of time, effort, and some level of trust. When bringing in new customers, you want to make it as easy and delightful as possible. Here are some dos and don’ts of onboarding new tax-paying clients. Follow these best practices to make sure your client do what they are expected to do:
DOs
Keep client goals in mind
Come up with a meaningful introduction to your company. Why doing business with your company is better than other companies in your community? What are the outcomes of the intake process?
Start with the basics
Do not show clients all the services you provide right away. Keep everything intentional and easy to avoid overwhelming the client. Avoid complex client intake with a lot of unnecessary steps. Long intake can discourage clients before you have their taxes prepared.
Be an advisor, not just a preparer
Use smart interview techniques to gather as much information as possible complete the intake and client checklist items. Make sure you ask for all incomes, deductions, credits. etc.
Design the onboarding process for your office
Structure and attention to detail in designing the new client intake are very important for you, your preparers, and your clients. A well-structured client intake process will set the stage for a long-term relationship.
DON’Ts
Calling for multiple actions
At one time, always have only one desired course of action in mind, such as complete this intake form, copies of your W2’s, etc. Asking for multiple calls to action, clients can do the first one and forget the second one.
Overwhelming the client
In the first stage, do not ask for too much information. Instead, try to develop trust and a connection between the client and your company. More information will be valuable later as you move along the preparation process. Make the intake process as seamless as possible.
Ignoring client feedback
Make sure you ask for feedback from clients after the intake process. By handling feedback and answering their questions, you can easily repair any potential issues.
Unprofessional intake process
A static walkthrough/tutorial fails to properly explain the core functionality of an app. It blocks users from doing exactly what you want them to do: use your product. Users often skip or find these walkthroughs boring when the tutorial is too long.
Over the years SwiftFP has provided innovative tax software solutions and services to tax professionals across the country. Whether you run single or multiple office operations, we are here to support you, while you serve your communities. sales@swift.com or visit us at www.swiftfp.com/
