Category: Client Management

The Hidden Cost of Saying Yes to the Wrong Clients

One of my Mastermind members recently shared a story that stopped me in my tracks—not because it was unusual, but because it’s the exact moment every successful tax professional must face (plus it made very proud).

She met with a prospective client for fractional controller services. On paper, it was perfect: a former boss who knew her work, familiar processes, guaranteed income for three to six months. Easy money, right? Especially when she is trying to start a brand new tax firm.

Then came the pricing conversation.

Her rate: $250 per hour. His expectation: $45-$50.

That’s not a negotiation gap. That’s a fundamental misalignment of value.

Here’s where most practitioners stumble. The voice in your head whispers all the “reasonable” justifications: It’s guaranteed work. I already know the systems. It would be so easy to just say yes. It is money/cash today that I need.

But she didn’t.

She recognized something profound in that moment—her desire to please people and work with everyone could have sabotaged everything she was building. Three to six months of underpriced work would have meant three months of NOT building the practice she actually wanted.

This applies to every service you offer.

Whether it’s a tax prep client pushing back on your $500 return fee, a bookkeeping prospect expecting $25 per hour work, or a resolution case where someone wants champagne service on a beer budget—the principle remains identical.

You get to choose.

You choose the practice you build. You choose how you spend your time. You choose who you work with and at what price. Not your clients.

Notice I said “choose,” not “hope for” or “settle for.”

When you accept work at rates that don’t serve your goals, you’re not being flexible or client-focused. You’re actively building the wrong practice. Every hour spent on underpriced work is an hour unavailable for the clients and services that actually move you forward.

My mastermind member concluded her message with something that made me incredibly proud: “So thank you for your support and your mentorship. I’m learning so much and I’m finally starting to believe in myself and my ability to build this practice.”

That belief didn’t come from saying yes to easy money. It came from having the courage to say NO.

So here’s your homework: The next time a prospect has “sticker shock” at your rates, resist the urge to negotiate against yourself. Instead, wish them well and … Continue reading

You’re accidentally repelling high-value clients with this 4-letter word “BUSY”

Let’s cut through the noise: The word “busy” is destroying your professional brand, and you need to stop using it. Today.

I know you’re slammed. Tax season is relentless. IRS notices pile up. Deadlines multiply. You’re working 60-hour weeks. But nobody cares.

Here’s the brutal truth about what happens when you say “I’m busy”:

Your clients hear: “You’re bothering me. I don’t have time for you.”

Your prospects hear: “This person is disorganized. They can’t handle their workload. Why would I add to their chaos?”

Your referral sources hear: “Red flag. They’re overwhelmed. My reputation is on the line—I’m not sending my best clients to someone who’s drowning.”

And just like that, your referrals dry up. Your prospects hire someone else. Your clients start looking for a tax professional who seems more in control.

Would you trust your health to a surgeon who constantly complains about being busy? Would you hire an attorney who sounds frazzled every time you call? Then why are you positioning yourself this way?

“Busy” signals chaos. Strategic professionals signal capacity management.

Here’s what intentional positioning sounds like:

✓ “I’m currently working with several clients on IRS collection cases, but I’m scheduling consultations for mid-December” ✓ “My calendar is committed through November 15th. I’m protecting my clients’ timelines right now” ✓ “I’m at capacity, which is exactly why my clients get results—I never overextend” ✓ “I maintain a focused caseload so each client gets my full strategic attention”

Notice the difference? Same reality. Completely different perception.

The first version screams: “I can’t manage my practice.”

The second version says: “I’m in demand because I’m selective and strategic.”

Here’s what you’re really communicating when you say “busy”:

  • You’re reactive, not proactive
  • You can’t set boundaries or manage your time
  • You’re available to everyone, which means you’re valuable to no one
  • You didn’t plan for predictable seasonal demands
  • You’re not running a business—you’re being run by one

And here’s the thing that should terrify you: Your best referral sources are specifically watching for this.

CPAs, attorneys, financial advisors—they’re not sending their best clients to someone who sounds overwhelmed. They’re looking for tax professionals who project confidence, capacity, and control. Every time you say “busy,” you’re telling them you’re not that person.

The language of strategic tax professionals:

They talk about capacity, not busyness. They discuss commitments, not workload. They reference focus, not overwhelm. They communicate demand, not chaos.

Start … Continue reading

Client Management for Tax Pros: How to Build Stronger Relationships (Without Losing Your Sanity)

Managing clients isn’t just a part of the job—it is the job. Whether you’re representing taxpayers before the IRS or helping small business owners stay compliant, your ability to manage clients effectively directly impacts your profitability, referrals, and day-to-day stress.

As Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it.” In tax resolution and compliance, trust is everything.

Here’s how to manage client relationships with clarity, efficiency, and confidence—while still maintaining control of your calendar and your peace of mind.

1. Set Clear Expectations From the Start

Most client problems stem from unclear expectations. That’s why a strong onboarding process is essential.

  • Engagement Letters: Spell out exactly what you will and won’t do, payment terms, deadlines, and communication preferences. This protects both parties and reduces misunderstandings.
  • Welcome Packets: Include a summary of next steps, FAQs, and instructions for accessing your portal, uploading documents, etc.
  • Communication Boundaries: Let clients know how and when they can reach you—and when they can expect a response.

If you’re doing IRS Representation, keep in mind that Circular 230 requires that practitioners act diligently and communicate promptly. Managing expectations up front helps you meet those standards.

2. Use Technology to Stay Organized

If you’re still managing client info via sticky notes or email folders, it’s time to upgrade. Use a client relationship management (CRM) or workflow platform like:

  • TaxDome
  • Zapier
  • ClickFunnels
  • IRS Solutions

These tools let you:

  • Track deadlines
  • See where each client is in your process
  • Send automated reminders for missing documents
  • Securely share files and collect signatures

Better systems = fewer things falling through the cracks = happier clients.

3. Don’t Chase Clients—Create Accountability

You can’t want the solution more than your client does. If they’re ignoring requests for documents or delaying payment, it slows your workflow and creates unnecessary stress.

  • Automate document and payment reminders so you’re not chasing them manually.
  • Set deadlines with consequences, such as pushing back timelines or pausing the engagement.
  • Let go of clients who don’t respect your time. The IRS isn’t going to wait because someone didn’t feel like uploading a 1099 or answering the question of what that expense is.

Respect your own boundaries—and expect your clients to do the same.

4. Communicate Frequently (and Proactively)

Silence creates uncertainty, especially during stressful situations like audits, collections, or appeals.

Even if there’s no update, send a quick message to let … Continue reading