As a licensed tax professional, you’ve probably experienced the dreaded “Got a minute?” phone call. You know the one: it starts innocently enough, but before you know it, you’re knee-deep in a complex tax issue that requires hours of research. If you’re still answering your own phone, it’s time to reconsider. Here’s why you should let someone else handle those calls and why giving out your personal cell number is a big no-no.
The “Got a Minute?” Call: A Time Thief in Disguise
The “Got a minute?” call is a classic time thief. It’s never just a minute. Clients often underestimate the complexity of their questions and the time it takes to provide a thorough answer. By the time you’ve hung up, you’ve lost valuable time that could have been spent on billable work. As Forbes points out, tax professionals are already overwhelmed with the sheer volume of calls and emails during tax season. Time blocking and call scheduling are essential strategies to manage this workload effectively.
Why Your Personal Cell Number Should Stay Personal
- Boundary Issues: When you give out your personal cell number, you blur the lines between your work and personal life. Clients may feel entitled to call you at all hours, disrupting your personal time. As one Reddit user humorously noted, “My doctor is only open like Mon-Thurs from 9-3pm, so I don’t see why people feel the need to access their CPA 24/7”. Setting boundaries is crucial for maintaining a work-life balance. When I first started my practice, I made the mistake of giving my cell phone out to my clients. It was even printed on my business card. Most clients are good in not bothering you, but there were a few that called at 7am or 9pm. Oh, if that happens, just don’t answer it. You can respond the next business day.
- Professionalism: Using a personal number for business can come across as unprofessional. Clients may perceive you as less established or less serious about your practice. A separate business number allows you to present a more polished image. Having a dedicated business line (just like an email with a domain name not Gmail.com) shows that you are more of a professional.
- Privacy Concerns: Sharing your personal number can lead to privacy issues. You might receive texts and calls from clients at inconvenient times, and your personal number could end up in the hands of people you didn’t intend to share it with. Keeping your personal number private helps protect your personal life from unwanted intrusions.
No Financial Emergencies in Tax
One of the most important things to remember is that there are no true financial emergencies in the tax industry. Unlike medical emergencies, tax issues rarely require immediate attention. No one is going to die in financial emergency. Most so-called emergencies are the result of poor planning on the client’s part. It’s essential to communicate this to your clients and manage their expectations. I remember a client emailing me at 9pm at night saying they needed a copy of their tax return by 9am in the AM as they were going to buy a new car. Um, did they just find out they were going to buy a new car? I think not. Even though they already had access through my secure portal.
The Benefits of an Answering Service
Instead of answering your own phone, consider using an answering service. These services can handle calls, take messages, and even schedule appointments for you. This allows you to focus on the more critical aspects of your work without constant interruptions. AnswerHero, for example, offers specialized answering services for tax professionals, ensuring that clients always speak to a live person while you concentrate on your tasks.
Hire Someone to Answer Your Phone
There are many ways you can find someone else, inexpensively, to answer your office phone. There are many services like Hiremymom.com or Care.com to hire a stay at home mom. You can go to the local high school or community college to hire someone. You can even look on Craigslist.org or post an ad on Facebook. Hire someone you can pay minimum wage to do this while you can do the hire dollar per hour work. It is much easier to pay someone $10-15/hr while you do the $100-300/hr work. Get the math!
Setting Boundaries and Managing Expectations
To avoid the pitfalls of answering your own phone, set clear boundaries with your clients. Let them know your office hours and preferred methods of communication. Encourage them to schedule calls in advance and provide a reason for the call. This allows you to prepare and offer more efficient service. For about 9 years, I had the following in my email signature which was in every email “Effective Immediately, I will return phone calls and email from 11am-1pm and 4-6pm. We strive to respond to all communication with our office within 24-48 hours. Thank you for your cooperation!”
Answering your own phone and giving out your personal cell number can lead to numerous issues, from time management problems to privacy concerns. By setting boundaries, using an answering service, hiring an outside person and managing client expectations, you can maintain a professional image and protect your personal time. Remember, there are no true financial emergencies in the tax industry, and your clients’ failure to plan does not constitute an emergency on your part. So, let someone else handle those calls and focus on what you do best—providing excellent tax services. Keep this mantra in mind, and you’ll navigate tax season with your sanity intact.
Have a GREAT day,
Cordially,
Dan
Dan Henn, CPA, CTR™
Managing Member
Tax Pro Academy, LLC
P.S. Want to learn more about the Tax Resolution Academy®, go to https://community.taxresolutionacademy.com.
