PRACTICE CORNER FROM THE Client Control: Providing Great Client Care
BY MICHAEL ROZBRUCH
In my cover story this month, I discussed what you can and can’t guarantee to a client. In today’s Practice Corner, I want to take that one step further. Believe it or not, providing great client care is as important as the result you can get your client! I know that might be hard to believe, but let me break it down. It’s a fact that if you don’t stay in contact with your clients during and even after their case is resolved, six months from now, they won’t even remember your name. Think about that for a second. How is someone going to refer you if they don’t remember who you are? The No. 1 complaint in the tax resolution business is “abandonment of client”— that is, the client is ignored, phone calls are not returned, emails are not answered, no case updates are given, and the overall client experience is horrendous. A client who you consistently and frequently (every 28 days) stay in contact with and give case updates to — especially when you are in a holding pattern with the
IRS — who perceives that you are providing exceptional client care even though you couldn’t obtain the results you thought you would, will refer a lot more clients to you than the client whose case you settled for $0.10 on the dollar and who feels like you treated him/her like just another number. For more detailed information on how to easily implement this system, be sure to review the 14 Touch-Point Client Control Management System in Volume Two of the Tax Resolution System and Toolkit.
Here’s to your success!
–Michael Rozbruch
888.670.0303 • 3
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