Following Up is Like Gold

I ran over a muffler on I-385 a few months ago.  I have no idea how that muffler got there, but it was shiny and looked like a piece of rogue sheet metal….until I got right up on it and couldn’t get out of the way.  So, I managed to put a hole the size of a loaf of bread in the floor of my car.  When you run over a muffler at the rate of speed of 55 mph, that’s what happens. 23 days later, I still didn’t have the use of my car.  The insurance company blamed the body shop for losing the paper, and the body shop blamed the insurance company for not returning phone calls.

Since the incident, every time I wanted to find out what was going on at the body shop, I had to call.  Even after they promised to keep me in the loop every couple of days, I had to call.  I finally felt so much like a nuisance that I limited my calls to one per week, so as not to inconvenience Becky at the body shop.  Let’s not discuss the inconvenience of being down to one car for almost a month.

I learned something valuable. We should be following up BEFORE it crosses your mind to call us. We should be more proactive.

Silence isn’t golden. Family businesses know their business, but they don’t necessarily know everything that we know. When a client receives a tax notice from the ever-cordial IRS or SC Department of Revenue, they freak out. They bring those notices to us for resolution in a timely manner (in other words, please help me with this because I have no idea what to do next). Our job is to ease their minds and provide solutions. Easing their minds equates to regular updates as we work with IRS to resolve the issue. Our silence only frustrates the client, like the body shop’s silence frustrated me. I just want to know that my problem will soon not be a problem anymore.

The blame game never works.  Family businesses have enough on their plates, with making profit and paying their employees for great work. If I get a phone call from the client, asking for follow-up on the tax notice, and I blame IRS for not getting back to me or blame Congress for budget cutbacks which make me hold for an agent for nearly an hour, I have only frustrated my client even more. When I called the insurance agent and asked about the status, and he blamed Becky because he most certainly remembered sending her what she needed, nothing was solved. I just became angrier.

Just this once, yes, I should be able to read your mind.  If I’m as good at my job as I think I am, then I should be documenting when I called you and updated you last, and when you expect me to update you again. I should be able to read your mind, and contact you before you actually request information from me. Becky promised me that she could call me last week and update me, since the work was finally commencing and she knew I was anxiously awaiting the return of my car. But, she didn’t. When I called her, she told me that there was another hold-up with the insurance company. At this point, I just have to believe her. I wonder how many times my clients have felt that way? Well, no more. I don’t want you to JUST believe me because you have no other choice. I want you to TRUST that I have your best interest at heart, knowing that I’m doing all I can for you.

I finally did get my car back, and the repairs were complete. It didn't come without its share of curse-inducing moments, however. One thing is certain, I am sure the experience made me a better CPA for my family business clients. I might owe that shiny muffler a thank-you note.