Dealing with Unhappy Customers
When Clients Get Cranky:
5 Tips on Dealing with Unhappy Customers
Everyone can relate. We’ve all been the cranky customer: unsatisfied with service and wanting to talk to that one person who could respond to our problem. Maybe we’ve been belligerent, pounding on the counter and demanding a resolution. Or perhaps we’ve been calm yet resolute in getting a desired response. Whatever type of dissatisfied customer you may have been, one thing is certain, you wanted a timely and positive outcome.
As a small business owner you are almost certain to encounter, at some time in your career, a dissatisfied client who wants you to respond to what they perceive as a problem. You could point to the door and tell the cranky customer to be on their unmerry way, but that isn’t always the best approach, and it won’t generate new business for you (imagine how you might have felt if that was the response you had received). While there may not be a happily-ever-after to your cranky customer story, there are ways you can mitigate the problem and relieve some of the tension. And who knows, just the right response could lead to customer loyalty. Try the following actions the next time you encounter a difficult client:
1. Think like a client
You took a moment in the first paragraph of this article to remember your experiences as a dissatisfied customer. That’s an invaluable exercise, allowing you to feel the aggravation your client might feel as they approach you with a problem. It’s important to sympathize with their frustrations and initiate, as much as you can, what they would perceive as a positive resolution to their issue. Taking a stroll, even a short one, in your clients’ shoes might help you to piece together a more satisfying resolution.
2. Act like a friend
In the business world we sometimes get wrapped up in our professional image and forget that our clients want to be treated like people and not business transactions. While it’s important that we retain a professional image and not get too personal, a friendly and personable approach to your client/accountant relationship is highly recommended.
3. Perform like a professional
Regardless of how upset your client becomes, it’s important for you to remain calm and not become emotional yourself. Respond like a professional and you’ll have no regrets. It will also prevent the situation from escalating out of control.
4. Save the day now and then
Sometimes you’ll have a client who will need you to go above and beyond the call of duty. If you’ve applied tips one through three you should be able to look at the situation objectively and determine whether or not it’s in your and your client’s best interests to help out. This may require you to reorder tasks and priorities or work late. While you don’t want to make it a habit to continually “rescue” your clients, you should be able to save the day now and then. It may generate customer loyalty and be just what it takes to satisfy that cranky client.
5. And comp when you have to
Nobody’s perfect; perhaps your client’s dissatisfaction is justified in some way. Refusing to admit your mistake will not do you or your client any good. If you find yourself at fault, even if it’s minimal, you should compensate your client by providing a discount or an additional service for free. It’s amazing how acknowledging your fallibility can earn a client’s loyalty and respect.
Not every unhappy client can be magically transformed into a satisfied customer, but if you attempt to respond to their concerns in a reasonable and courteous manner, you’ll find the situation becomes much more manageable. And in the end, you and your client will feel a little better about the situation.

There is a notable difference between tax planning and tax preparation: THE DATE. Tax planning must occur BEFORE the year ends, and tax preparation begins AFTER January 1st. There’s a terrific marketing advantage to the tax preparer who understands how to profit from this concept.
Tax Preparation is just the first part of the Professional Tax Preparer (PTP) Program; you will also learn how to advise businesses to structure their organization to reduce their tax burden. You will assist them to strategically place themselves in a position today that will reap tax rewards next year. While tax preparation peaks around the tax return deadline, there is great money to be made all year long optimizing organizations to take advantage of tax benefits and exemptions. Universal Accounting is the only organization authorized to award the Professional Tax Preparer (PTP) certification. This is an exclusive designation which shows that you are proficient in personal and small-business tax preparation. The PTP certification gives your clients the confidence that you have mastered hands-on tax preparation with emphasis on small business tax returns. Not only that, but the PTP Certification is unlike any other tax training course available on the market today. Although similar to other courses in that it provides training on the common 1040 forms, the Professional Tax Preparer Certification is the only DVD course that offers additional training in in-depth marketing strategies; partnership, limited liability corps, and corporate returns; fee schedules; interviewing techniques and much, much more.




Historically this time of year for the Tax Preparer profession has been known as the “down time” or in the very least, the “quiet time” of the year. This time of year, for most paid tax preparers, is also known as the lean months where cash flow into your business can be minimal at best. Have you ever wondered, “Does it have to be this way?”
Remaining proactive with your Tax Business, whether part-time or full-time, you can remain that much more profitable 12 months in the year instead of just 4. When you treat those who you do business with, the way you want to be treated, with timely advice and cost saving suggestions, you are not only providing a value-added service that grows their company but you are also able to show them you care about their company’s financial health.
When Lance Armstrong won at the Tour de France he would reward himself with a week off from anything to do with cycling, just take a totally break from it. But once that week was up he would start preparing for the next year going through an extensive training regiment that would build his strength, stamina, and power for the next year.
It’s coming up fast and seems to be moving faster. What is it that I’m talking about? Is it Christmas? or New Years? No, I’m talking about the 2006-2007 tax season. As your client’s accountant and bookkeeper you are in the unique position to be able to assist those you are doing business with. Doing their taxes? Not so much (if you are considering adding to your service menu tax preparation click here) but in the very least you can steer them in the right direction.
You can resolve most client issues over the phone or via email, and should when possible, but every now and then you need to meet face-to-face in order to talk about key issues and ensure that both you and your client are on the same page. And when you do meet, you want to make the most of your time with a client. Here are eight tips on planning an effective meeting.