Thriveal CPA Network

03/10/2014

Deep Undercover at Liberty Tax

I had Liberty Tax Service do my 2013 taxes. Don’t judge me.

I went because of Walt Disney. I heard he was inspired to create Disneyland because he was grossed out when he took his kids to some nasty carnivals. So I thought about what would gross me out in the accounting profession, and decided to go to Liberty Tax Service – the carneys of the accounting profession – for inspiration.

I arrived at Liberty Tax at 11:00 a.m. on Presidents’ Day. The open-concept office was austere: two small fake trees, white walls, fluorescent lights. The “waiting room” area had some toys for kids to both play with and contract hepatitis from. I assumed it was a temporary office. I was later told that it’s year-round. Read more

Category:: Customer Experience, Pricing, Taxes
Comments:: 7

04/14/2013

The Customer is Always Right, Unless You are Serving the Wrong Customer

Many of us are wrapping up a tough tax season and right now I bet you can name a handful of wonderful clients. And possibly some you would rather refer elsewhere.

Right now, while it’s fresh on your mind, think through these questions with specific customers in mind. I’ll be using two of our customers (names changed) as an example, Bob and Jane.

Did your customer fight your process?

Bob seemed to find our processes easy. He had no trouble paying online before the work was done. He was happy to know the price before the work was done. He did not struggle with reviewing his tax return online, using our online portals to deliver documents, or signing his agreement online. In fact, after I emailed him to let him know his returns had been accepted, he replied with a “You guys rock!” email. Read more