Reduce Tax Season Chaos By Better Managing Your Customer Queue

As the end of they year approaches and tax season starts, tax preparation offices face the ongoing struggle to serve customers thoroughly while minimizing delays and wait times. How can you improve in this area, no matter how large or small your office is? Here are a few pointers to try out this season. 

Use Queue Software. Virtual queues are a great way to know who's waiting for service, how long they've waited, and what they need done. Work with a customer queue management service to customize your queue information to help you differentiate clients for better service. A small office, for instance, may simply need to know customers' identification information while larger offices may benefit from knowing what type of returns the person needs to prepare. 

Route Customers by Need. Many tax clients have similar overall situations, but they aren't all "one size fits all" customers. Reduce wait times and delays by assigning certain preparers to handle certain tax situations, and then communicate these assignments to everyone in the office. Start by identifying some complex return types, such as Schedule C customers, farms, trusts, and international taxpayers, and publish the names of preparers who should be routed these clients. This frees up other preparers and avoids delaying clients' returns. 

Encourage Appointments. Appointments are one of the best ways for a tax preparer to manage their wait list. The more appointments you can make, the more you control when people arrive as well as the scheduling of employees. With an appointment, you can prepare for the client ahead of time and ensure that the right preparer is assigned. Encourage appointments with existing clients by calling them to set up appointments early in the season and proactively offering appointments when you discuss matters on the phone. 

Communicate Well. Communication is key to keeping waiting customers happy as well as helping them make the right choices about their schedule. When clients enter your waiting area, check in with them about the expected wait times, alternatives to waiting (such as making a different appointment), and what their needs are. Assign an employee to check in with those waiting on a regular basis. Keep them apprised of the situation even if you have to ask them to wait some more. When clients feel welcomed, attended to, and appreciated, they are more willing to be patient or work with you on other options.

Tax season is chaotic, but by using these few ideas, you can better control and handle your customer queue this spring. The result will be happier clients and happier preparers.  Contact a service, like nemo-q, inc, for more help.

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