JK Harris and Company, Creating Lifetime Clients

Suzanne Scott, Director of Special Tax Services

When conducting business with a new company, we all want a friendly greeting, a hearty hello, a cheery welcome, so to speak. We want someone to tell us they are happy to have us as a customer and let us know what to expect from them and what is expected of us.

Say hello to the JK Harris Welcome Team. The process in general is designed to be a positive experience for both our clients and our employees. In fact, the first thing we tell a new client is “Thank you for choosing JK Harris and Company as your tax representative, and welcome to the JK Harris Family.” It’s not surprising that when their tax problem has been settled, many clients comment on how their Case Specialist has actually become like a member of their very own family.

Unfortunately, in the beginning, most of our clients are under tremendous personal and financial stress, which can sometimes make for a communication barrier. We try to make people feel comfortable, let them know they are in good hands. We go over the contract with them, so they know specifically what services we will be providing and how the process goes. We act as a second set of eyes and ears.

I have a great group of employees. I don’t think a day goes by that there isn’t at least one in my group who has helped either a client or another employee. Currently, our group is working on trying to help and work with not only the clients, but also the other departments to make our clients’ experience and our work experience more pleasant for everyone.

Up to the point of the Welcome call, a customer’s only contact with the company has been calling to make their initial appointment and then the actual face-to-face meeting with the Consultant. If there are any discrepancies between the signed contract and the client’s understanding of the process, it can be discussed and reconciled quickly in the Welcome call. If we cannot accomplish that on the Welcome Team, we can let the Consultant know so he/she can work with the client directly on those issues.

For instance, we verify the client’s demographic and contact information. We advise them that this is a lengthy and complex process, one that requires cooperation, participation and patience from them. We tell them about the IRS’ documentation requirements and suggest how to make gathering and filing this documentation easier. They are also informed of the IRS requirement of being in compliance, meaning they must have all of their tax returns filed for at least the last six years or be prepared to make a statement as to why they were not required to file.

We then tell the client they will be assigned to a specific Case Specialist and they will be receiving a Welcome Letter from that person, whom they will be able to contact in regards to the more specific aspects of their case. And we provide them with a phone number they can call to reach their Case Specialist directly.

Throughout the entire call, the client is asked if they have any questions or concerns at this time. And we end all calls by thanking them for their time. We also, once again, welcome them to the JK Harris Family.