Create a consistent experience
Clients should understand what happens after an enquiry, which information is needed and how you will communicate with them. Use a simple process that you can follow for every engagement. Consistency helps reduce uncertainty even when a client's filing situation differs from someone else's.
Communicate useful updates
Tell clients when you need clarification and explain what they should do next. Avoid promising completion dates you cannot reasonably meet. If work is waiting on information or review, communicate that clearly. A short, specific update is often more useful than a vague statement that everything is being handled.
Close the engagement carefully
Explain the completion status, the documents provided and any agreed next steps. Make sure the client knows how to raise a question later. A filed return, an accepted electronic submission and a refund are different stages; avoid using language that treats them as the same outcome.
Follow up respectfully
Ask for feedback about the service experience and use it to improve your process. Keep contact preferences up to date and obtain appropriate permission for marketing communications. Seasonal reminders can be useful, but do not include sensitive information in routine messages. Returning clients are encouraged by dependable service, not by guarantees about future results.
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