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Providing Good Customer Service is Essential & Intentional

Renee Dagget • May 17, 2017

Is providing good customer service a priority for your business? Can you afford for it not to be?

A few months ago I took my son for a checkup at the doctor's office. Even though I had written confirmation of our appointment time, the office was crowded with several other patients who also had appointments at the same time. The office staff admitted they made a scheduling mistake, told us we would not be seen that day and still insisted we pay our deductible up front. Then they sent us home, without so much as an apology. When I got home, I told my husband that the doctor’s office was terrible to deal with and I wanted to search for a new doctor.


This frustrating experience made me think that in this age of social media and online reviews, all business industries really need to look at how their customers experience their services .

It's a hard thing to do; even industries that are known for providing good customer service, such as retail and hospitality, don't always get it right. How do your customers feel when they use your products or services?

During a recent family trip, I stayed in two different hotels where the customer experience was dramatically different. The first hotel provided a continental breakfast each morning, which included cold cereal, muffins, hard-boiled eggs, waffles and coffee. The first morning, I went down to the dining room to have breakfast to find a half gallon jug of milk in the refrigerator with only about an inch of milk left. No staff was present to replenish the food. The eggs were peeled and under a plastic dome, and the waffle batter was in small cups to pour onto the grill. Since there was no one around, the food just did not seem appetizing to eat; therefore, we went to the local diner to have breakfast. The next couple days, I faced the exact same issue with this hotel's unappealing continental breakfast! Where was the hotel's concern for their customers' experience here?

The next hotel too had a continental breakfast, but what a difference! There were 15 people in the room eating and two staff members constantly cleaning tables and restocking the food. There was PLENTY of milk for my cereal!

After breakfast, we walked across the parking lot to our room, and I noticed three buckets labeled “clean towels," "dirty towels" and "water.” The hotel had put them out so that the travelers could wash their windshields with clean towels instead of paper towels. This small gesture sure sunk in with me.

So I searched my mind…Am I providing good customer service? How hard do my clients have to work to get the value out of the money they spend with me? Where in my business do I only provide a half gallon of milk to my clients and have them think, “Really, that’s all I get?” How can I make sure they experience the extras of having clean towels available to wash their windshield after many miles of traveling?

Providing good customer service has to be intentional. Think about how your customers or clients feel when they work with you. Yes, you have to master the basics in your trade, but you also need to think about some extras that you can do that don’t cost a ton, but really speak volumes in caring about your customer’s needs .

My staff and I constantly look for ways to enhance our client's experience. We also focus on the finishing touches that show we care . We send hand-written notes, birthday cards and thank you gifts to our clients. We return their phone calls and confirm their faxes within 24 hours of receipt. We also try to make our processes be as simple as possible for them.

What customer service improvements can you implement this week?

A reminder for end of the year accounting tasks for business owners
By Renee Daggett November 13, 2024
The end of the year is fast approaching! It’s time to wrap up those final tasks that can make a big difference in reducing stress and preparing your business for tax season. Here’s a handy checklist to help you complete important end-of-year to-dos: Record Your Vehicle’s Odometer Reading Note the odometer reading for any vehicles used for business. This is essential for calculating your business versus personal mileage usage. Ideally, you have a mileage log, but at the very least, an end-of-year reading will help determine your annual total. Count Your Inventory If your business holds inventory, you’re required to do a year-end count and record its value. This ensures accurate records for taxes and helps you start the new year on track. Collect W-9s from Vendors Check if you’ve paid any contractors or vendors over $600 throughout the year, as you’ll need to issue a 1099-NEC form for them or a 1099-MISC for rent or attorney payments. The IRS provides free forms (call 1-800-829-3676), but be sure to order early as they can take a couple of weeks to arrive. Back Up Your Data Make sure to back up all your data, especially financial records. Double-check that backups are copying correctly and consider keeping a second backup for added security. Verify Payroll Tax Rates For businesses with payroll, check if your state’s employment tax rates have changed for the upcoming year. You should have received a letter with any updated rates by early December. Send them to your payroll processing team ASAP. Copy Thermal Receipts Many receipts, like those from gas stations and office supply stores, are printed on thermal paper, which can fade over time. Make copies of these receipts, as the IRS requires readable details, not just credit card statements, in case of an audit. Schedule Corporate Minutes If applicable, make note of your corporate meeting dates for the coming year. Corporate minutes are often required annually, so it’s helpful to mark them in your calendar now. Review and Update Your Business Plan Reflect on your business goals. What are your revenue projections for 2024? Consider how they compare to 2023, and think about strategies to boost profits and streamline operations in the year ahead. Set a Closing Date in QuickBooks In QuickBooks, set a closing date and password to lock down your financial records, helping ensure accuracy and security for the year-end. Review Accounts Receivable and Payable Check your outstanding invoices and follow up with any clients who haven’t paid yet. Also, settle any bills you owe to maintain accurate records and cash flow. Assess Estimated Tax Payments Review your quarterly estimated tax payments to ensure they’re accurate. Making an extra payment by the end of the year can help avoid penalties and reduce next year’s tax burden. Evaluate Your Tax Deductions Look for any additional expenses you can deduct this year, like office supplies or software subscriptions. You may also want to contribute to retirement plans to maximize deductions. Analyze Business Expenses Go through your expenses to identify any unnecessary costs you could reduce or cut in the coming year. This can improve profitability and efficiency. Renew Business Licenses and Permits Check if any licenses or permits are expiring soon and renew them in advance. This helps avoid penalties and interruptions in business operations. Review and Update Employee Benefits Review your employee benefit plans, such as health insurance and retirement contributions, to ensure they’re competitive and compliant with regulations. Evaluate Your Financial Goals and Set New Ones Look at your business’s financial performance and set realistic goals for the next year. Whether it’s increasing revenue, reducing costs, or expanding services, setting measurable goals can help guide your strategy. Completing these tasks will help your business start the new year in a stronger position and make tax season that much smoother.
November 11, 2024
For businesses where tips and gratuities are common—such as salons, spas, or other service industries—knowing how to record these amounts correctly is essential. Tips need to be accurately recorded to ensure employees are paid properly and taxes are managed. Here’s a simple guide on handling tips in QuickBooks Online (QBO), with options to make your process as smooth as possible.
Grandparents learning about the tax liabilities of investing in their grand children.
September 4, 2024
Investing in your grandchild's future can be one of the most rewarding ways to secure their financial well-being. Whether you're contributing to a 529 College Savings Plan or setting up a UGMA/UTMA account, understanding the tax implications is key to maximizing your investment. Learn about gift tax exclusions, how to avoid the Kiddie Tax, and tips for using tax-advantaged accounts. This guide will help you make smart decisions for long-term growth while minimizing tax burdens. Discover how to invest wisely in your grandchildren's future! Read our complete guide now.
By Renee Daggett August 25, 2024
Want to save money in taxes WITHOUT working harder? One way is to shift income from a higher bracket taxpayer to a lower one or even a zero rate-bracket. Let me give you an example of how this can work.
August 20, 2024
One of the first big decisions you'll face when starting your business is choosing the right entity type. Each option has its own pros and cons, and the right choice depends on your goals, the size of your business, and how you plan to grow. Let’s break down the most common business structures to help you make an informed decision! Sole Proprietorship Pros: Simple setup, low cost, full control. Cons: Unlimited personal liability, harder to raise capital. Best for: Solo entrepreneurs testing the waters or freelancers who are just getting started. A sole proprietorship is the easiest and most straightforward entity to form. However, it offers no protection from personal liability, meaning that your personal assets could be at risk if something goes wrong. LLC (Limited Liability Company) Pros: Liability protection, flexible management, pass-through taxation. Cons: More paperwork than a sole proprietorship, state fees. Best for: Small businesses seeking liability protection without the complexity of a corporation. An LLC provides a shield for your personal assets, while still offering the benefits of pass-through taxation, making it a popular choice for many small business owners. It’s a step up from a sole proprietorship in terms of protection and formalities, but not as complicated as incorporating. If you have more than one business partner, a Multi-Member LLC might be a good fit. This structure offers the same liability protection and tax benefits, but allows for more than one owner, making it a flexible option for partnerships. S Corporation Pros: Tax benefits (no self-employment taxes on profits), liability protection. Cons: Strict operational requirements, limited to 100 shareholders. Best for: Small to mid-sized businesses that want to save on taxes and have plans to grow. The S Corporation structure allows small businesses to avoid the self-employment tax on profits, which can lead to significant tax savings. However, it comes with more rules and regulations, making it important to keep everything in compliance. C Corporation Pros: Unlimited growth potential, separate legal entity, ability to issue stock. Cons: Double taxation (on profits and dividends), complex regulations. Best for: Larger businesses or startups planning to go public or raise significant capital. A C Corporation offers the most potential for growth, with no restrictions on the number of shareholders or the ability to raise capital by issuing stock. However, it also comes with more complexity and the downside of double taxation, meaning profits are taxed at both the corporate and individual levels. Final Thoughts Choosing the right entity type is critical to your business’s future success. Consider your business goals, size, and potential for growth when making this decision. And remember, what works today might change as your business evolves—so it’s always a good idea to revisit your options as you scale. If you’re unsure which path is right for you, we’re here to help you navigate the process. Reach out for guidance and let’s ensure your business entity is the best one for you!
audit
August 1, 2024
Navigating an IRS audit can be a daunting prospect, but understanding the reality behind common myths can help demystify the process and reduce anxiety. Here are some prevalent myths and the truth behind them: Myth 1: Only Wealthy Individuals Get Audited Reality: While higher-income individuals and businesses are often scrutinized more closely, audits can happen to anyone. The IRS uses random selections and computer screenings, meaning taxpayers from all income levels are subject to audits. Myth 2: Filing Electronically Will Prevent an Audit Reality: Electronic filing can reduce errors and potentially lower audit risks, but it does not eliminate the possibility. The IRS uses sophisticated algorithms to flag discrepancies regardless of the filing method. Myth 3: Audits Are Always Lengthy and Complicated Reality: Many audits are resolved through correspondence and don’t require face-to-face meetings. However, complex cases can take longer to resolve, especially if significant issues are found. Myth 4: You Can Handle an Audit Without Professional Help Reality: While it’s possible to handle simple audits yourself, having professional representation can be crucial for complex cases. AdminBooks provides up to 10 hours of audit support, handling correspondence and document preparation to help achieve a satisfactory resolution. Myth 5: The IRS is Out to Get You Reality: The IRS's goal is to ensure compliance with tax laws, not to penalize taxpayers unduly. Working with professionals like AdminBooks can help clarify and resolve issues efficiently. Myth 6: Amending a Return Will Trigger an Audit Reality: Amending a return to correct errors does not automatically trigger an audit. In fact, it can sometimes prevent one by addressing discrepancies before the IRS notices them. Myth 7: All Audits End in Owing More Money Reality: Not all audits result in additional taxes owed. Sometimes, audits can even uncover errors that favor the taxpayer, potentially resulting in a refund. How AdminBooks Helps Representation: We represent you before federal and state tax authorities under a power of attorney, ensuring your case is handled by experts. Issue Resolution: Our team works diligently to resolve any issues that arise during an audit or inquiry. Document Preparation: We manage all necessary correspondence and preparation of documents. Audit Support: We offer up to 10 hours of audit support, giving you the peace of mind to focus on your business. Please note, to receive our audit defense services, you must be a current client of AdminBooks at the time of the audit. For more information on how AdminBooks can protect you during audits, contact us at support@adminbooks.com or 408-782-9640. Visit our Audit Defense Services page for details.
July 15, 2024
At AdminBooks, we are always looking for ways to improve your experience with our services. We are excited to announce a major upgrade: transitioning from SmartVault to Canopy for our client portal starting next year. This change aims to offer you a more efficient, secure, and user-friendly interface. Why the Change and How It Benefits You We've chosen Canopy for its numerous features designed to benefit you: User-Friendly Interface: Canopy's streamlined design ensures easy navigation, allowing you to find what you need quickly. Faster Processing and Improved Accuracy: Experience quicker uploads and more accurate data handling, ensuring your information is always up to date. Enhanced Communication: Canopy offers various communication methods, making it easier for you to connect with us and get your questions answered promptly. Secure Document Management: Your documents will be securely stored and easily accessible, enhancing both efficiency and security. Mobile Accessibility: With Canopy’s mobile app, you can access your information and communicate with us on the go, providing flexibility and convenience. Transition Process We are committed to making this transition as smooth as possible for you. Here’s what to expect: Account Setup: You will soon receive an email with a secure link to set up your new Canopy account. You’ll create a password and agree to the terms of service. The setup process is designed to be simple and quick. Data Migration: All your existing data will be securely transferred from SmartVault to Canopy. You don’t need to worry about losing any information. Ongoing Support: We will provide you with detailed guides and support to help you navigate the new system. Our client care team will be available to assist you with any questions or concerns during this transition. Client Portal Point of View Once you log into the Canopy client portal, you'll start on the Home tab, where you can see an overview of recent tasks and files. Other tabs include: To-Do's: Lists any tasks we've assigned to you. Files: Shows the files we've shared with you. Billing: Displays your outstanding balance, invoices, and payment history. You can also schedule appointments, access support resources, and adjust your user settings within the portal. Best Practices and Helpful Resources We highly recommend setting up two-factor authentication (2FA) for added security. You can do this in your user settings by choosing to receive a 2FA code via text message or an authenticator app. This extra layer of protection ensures that your account remains secure. To help you get started, we suggest watching this video: How to Create an Account for Your Canopy Client Portal . This guide will walk you through the setup process and help you become familiar with the new system. For more detailed instructions on using the Canopy client portal, please visit Canopy Support . We understand that change can sometimes be challenging, but we are confident that this transition to Canopy will significantly enhance your experience with our services. Our team is dedicated to ensuring this process is as smooth and hassle-free as possible for you. Thank you for your continued trust and partnership. We look forward to serving you better with Canopy!
July 11, 2024
Tax season can be a significant source of stress for many small business owners. The sheer volume of paperwork, the pressure to meet deadlines, and the fear of making costly mistakes can make it a daunting period. However, by dedicating just one hour a month to tax preparation, you can significantly reduce this stress and ensure you're always ahead of the game. Here’s a comprehensive guide to help you get started: 1. Organize Your Documents The first step to stress-free tax preparation is organization. Create a dedicated folder, either digital or physical, where you can store all your tax-related documents. This folder should include receipts, invoices, financial statements, and any other documents that are relevant to your taxes. Make it a habit to add new documents to this folder at the end of each month. This practice will save you countless hours of searching for documents when tax season arrives. Pro Tip: Use apps like Evernote or Google Drive to scan and store your receipts and documents digitally. This makes them easily accessible and reduces the risk of losing important papers. 2. Track Your Expenses Accurate expense tracking is crucial for minimizing your tax liability and ensuring you claim all eligible deductions. Use accounting software like QuickBooks or a simple spreadsheet to keep track of your expenses. Categorize them correctly, and update your records each month. This monthly habit will prevent a massive backlog and reduce errors when you file your taxes. Pro Tip: Set a recurring calendar reminder to update your expenses at the same time each month. Consistency is key! 3. Review Your Income Ensuring all your income is recorded accurately is essential for avoiding discrepancies and potential audits. Compare your bank statements with your accounting records each month to ensure all transactions are accounted for. This practice not only helps in tax preparation but also provides a clear picture of your business’s financial health. Pro Tip: Use bank reconciliation features available in most accounting software to streamline this process. 4. Set Aside Tax Payments One of the most stressful aspects of tax season is dealing with a large, unexpected tax bill. To avoid this, estimate your tax liability and set aside money each month. By doing this, you ensure that you have enough funds to cover your taxes, and it helps in managing your cash flow more effectively. Pro Tip: Open a separate savings account specifically for your tax payments. Transfer the estimated amount to this account each month. 5. Consult with a Professional Taxes can be complex, and the rules are constantly changing. If you’re unsure about any aspect of your tax preparation, don’t hesitate to consult with a tax professional. They can provide valuable advice, help you maximize your deductions, and ensure you’re compliant with the latest regulations. Pro Tip: Schedule a quarterly review with your accountant to go over your financials and address any questions or concerns you may have. Quick Monthly Checklist Here’s a quick checklist to help you stay on top of your tax preparation each month: Sort and file new tax documents Update your expense tracker Reconcile your income records Set aside estimated tax payments Consult your accountant (if needed) By taking these small, manageable steps each month, you’ll breeze through tax season without the usual stress. Remember, consistency is key to staying organized and prepared. Tax season doesn’t have to be a nightmare. By dedicating just one hour a month to tax preparation, you can significantly reduce your stress and ensure that you’re always prepared. Implement these steps, stay consistent, and you’ll find that tax season becomes just another part of your business routine. For more tips on tax preparation and small business management, visit our AdminBooks Blog and follow us on Facebook or Instagram for regular updates. Feel free to reach out if you have any questions or need further assistance!
June 19, 2024
Mid-year is the perfect time to take a closer look at your business's financial health. By evaluating your financial position now, you can make informed decisions to guide your business toward success for the remainder of the year. Here are 8 detailed steps to ensure you're on the right track: 1. Check Financial Reports Review your financial reports and compare them with last year’s data to spot trends. Look at your income statements, balance sheets, and cash flow statements. Identify patterns in your revenue and expenses, and analyze which areas have shown growth and which ones need attention. This analysis will help you understand how your business is performing and identify areas of growth or concern. 2. Review Budget Examine your budget to see where you spent more or less than planned. Compare your actual spending against your budgeted amounts for each category. This review will highlight any discrepancies and help you adjust your budget for better accuracy in the future. Consider reallocating funds to areas that need more resources or cutting back on non-essential expenditures. 3. Check Cash Flow Ensure you have enough money to cover your expenses. Review your cash flow statements to track the inflow and outflow of cash. A positive cash flow is crucial for meeting obligations and funding future growth. Monitor your cash flow regularly to avoid any financial shortfalls. Consider implementing cash flow forecasting to predict future cash needs and plan accordingly. 4. Update Goals Adjust your financial goals as needed for the rest of the year. Whether it's increasing revenue, reducing debt, or expanding your market, revisiting your goals will keep your business focused and driven. Set specific, measurable, achievable, relevant, and time-bound (SMART) goals. For instance, if your goal is to increase revenue, specify the target amount and the strategies you'll use to achieve it. 5. Cut Costs Identify ways to save money by reducing unnecessary expenses. Conduct a thorough review of all your expenses and categorize them into essential and non-essential. Look for opportunities to negotiate better terms with suppliers, eliminate redundant services, or switch to more cost-effective solutions. Streamlining operations and cutting non-essential costs can significantly improve your bottom line. 6. Estimate Taxes Calculate your tax liabilities and make any necessary payments. Review your financial records to estimate your tax obligations for the year. Staying on top of your tax obligations can prevent penalties and interest, ensuring your business remains in good standing with tax authorities. Consider setting aside funds each month to cover your estimated taxes and avoid a large payment at the end of the year. 7. Review Payments Ensure you’re billing clients and paying vendors on time. Review your accounts receivable and accounts payable to identify any overdue invoices or bills. Timely invoicing and payments are essential for maintaining healthy cash flow and strong business relationships. Implementing automated billing and payment reminders can help ensure timely payments. 8. Make a Plan Talk to an accountant. Get professional advice and create a solid action plan tailored to your business’s needs. An accountant can provide valuable insights and help you navigate complex financial situations. Schedule a mid-year review with your accountant to discuss your financial health, tax strategies, and any potential challenges or opportunities. Taking these steps now can help you avoid surprises later and set your business up for success. Stay proactive and keep your financial health in check! By regularly monitoring and adjusting your financial practices, you'll be better equipped to handle challenges and seize opportunities as they arise. Remember, a healthy business is a successful business. Keep these steps in mind as you navigate through the rest of the year, and watch your business thrive!
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