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 clients know you’re still on top of their case. A simple “Just wanted to let you know we’re still waiting for the IRS transcript pull—no action needed on your end right now” goes a long way.
Use templated email updates to save time while still keeping clients in the loop.
5. Listen for Emotional Cues
Tax problems are rarely just about money—they’re about stress, fear, and shame. Being a good listener builds trust and increases retention.
- Repeat back what you heard (“It sounds like you’re most worried about the lien notice…”).
- Normalize their situation (“This is more common than you think, and it’s fixable.”).
- Avoid jargon (like Installment Agreement it is a Payment Plan). Plain language helps clients feel more confident in your expertise.
Empathy builds loyalty. Clients may forget what forms you filed—but they’ll remember how you made them feel.
6. Review Clients Annually
Not every client deserves to stay on your roster forever. Once a year, review your client list:
- Who pays on time and follows instructions?
- Who brings profitable, low-maintenance work?
- Who constantly pushes boundaries or drains your energy?
Let go of the bottom 10–20% and replace them with better fits. This simple move can drastically improve your workload, morale and reduce your stress.
7. Ask for Feedback (and Referrals)
After completing a major engagement—like an Offer in Compromise or audit defense—ask the client:
“Is there anything I could’ve done better during the process?”
Even better, ask them to write a quick testimonial if they were happy. Keep it simple and guide them with a prompt like:
“Can you share what made you feel most confident in working with me?”
Positive feedback boosts morale, and referrals lower your marketing costs.
Final Thoughts
Client management isn’t about being available 24/7 or saying yes to every request. It’s about building systems and communication habits that create trust, drive results, and protect your boundaries.
As Dan Sullivan says, “Who you’re working with is more important than what you’re working on.” Manage the right clients well—and the rest will take care of itself.
At the Tax Resolution Academy®, we help practitioners like you not only resolve IRS issues, but build businesses that run smoothly and profitably. Strong client management is where it all starts.
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Here’s to working smarter, not harder!
And a brighter future for your tax practice!
If you want to know more consider joining the Tax Resolution Academy® by clicking this link to earn your Certified Taxpayer Representative™ (CTR™) certification
I hope this helps.
If you have any questions, please reach out to us.
I would love to hear your thoughts, challenges, and successes in writing your very own book.
Have a GREAT day,
Cordially,
Dan
Dan Henn, CPA, CTR™
Co-Founder, Tax Resolution Academy®
Managing Member
Tax Pro Academy, LLC
P.S. Want to learn more about the Tax Resolution Academy®, go to https://community.taxresolutionacademy.com.
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