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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?

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A person sits at a desk working on business
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Starting a side business can be exciting and profitable, but it comes with accounting responsibilities that you want to stay on top of!
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Running a successful business involves juggling multiple tasks and responsibilities, and among the most critical is bookkeeping. Proper bookkeeping ensures that your financial health is monitored and maintained, enabling informed decision-making and long-term success. However, even the most diligent business owners can make mistakes that can have serious repercussions. Here are five common bookkeeping mistakes that can kill your business and how to avoid them. 1. Neglecting to Reconcile Accounts Regularly One of the most fundamental tasks in bookkeeping is reconciling your accounts regularly. This involves comparing your bank statements with your financial records to ensure they match. Failing to do this can lead to overlooked discrepancies, unrecorded transactions, and potential fraud. Regular reconciliation helps you catch errors early, avoid bounced checks, and maintain accurate financial statements. Tip: Schedule a specific time each month to reconcile your accounts. Use accounting software that offers bank feed integration to streamline this process. 2. Mixing Personal and Business Finances Mixing personal and business finances is a common mistake, especially for small business owners and sole proprietors. This can create confusion, complicate tax filing, and make it difficult to track business performance accurately. More critically, if personal and business finances are mixed, it can negate the legal protections that come from establishing a business. This means you could be held personally liable for business debts, putting your personal assets, like your home, at risk. Maintaining clear financial boundaries helps ensure your business’s financial health and protects your personal assets. Tip: Open a separate business bank account and use it exclusively for business transactions. This separation will help you maintain clear records and simplify your bookkeeping. 3. Poor Record Keeping Keeping thorough and organized records is crucial for effective bookkeeping. Incomplete or disorganized records can lead to missed expenses, inaccurate financial reports, and challenges during tax season. Poor record keeping also makes it difficult to monitor cash flow, which is vital for business sustainability. Tip: Invest in a reliable accounting system and maintain digital copies of all receipts and invoices. Regularly update your records and categorize expenses appropriately to ensure everything is accounted for. 4. Ignoring Accounts Receivable Accounts receivable represents the money owed to your business by customers. Ignoring or mismanaging accounts receivable can result in cash flow problems, making it difficult to meet operational expenses. Allowing overdue accounts to pile up can also damage customer relationships and negatively impact your bottom line. Tip: Implement a clear invoicing process with defined payment terms. Follow up on overdue invoices promptly and consider using accounting software that automates reminders and tracks outstanding payments. 5. Failing to Seek Professional Help Many business owners attempt to manage their bookkeeping themselves to save money. While this might work in the short term, it can lead to costly mistakes in the long run. Bookkeeping involves understanding complex financial regulations and staying updated on tax laws. Without the necessary expertise, you risk making errors that could have serious financial and legal consequences. Tip: Hire a professional bookkeeper or accounting firm to handle your bookkeeping needs. Their expertise can save you time, reduce stress, and ensure your financial records are accurate and compliant with regulations. Avoiding these common bookkeeping mistakes can significantly impact the success and sustainability of your business. By staying organized, keeping personal and business finances separate, maintaining accurate records, managing accounts receivable, and seeking professional help, you can ensure your business's financial health and focus on growth. At AdminBooks, we specialize in helping growth-minded business owners with their bookkeeping needs. Our team of experts is dedicated to providing accurate and reliable financial services, allowing you to concentrate on what you do best—running your business. Contact us today to learn how we can support your business's financial success.
A case of money, tax refund
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Tax season can be a stressful time for many, but the anticipation of receiving a tax refund can also bring a sense of relief and excitement. For those expecting a refund, knowing where to check its status and understanding the timelines involved are crucial for managing finances effectively. Here's a comprehensive guide to help you navigate the process of checking your tax refund status and understanding the expected timelines in the United States. Where to Check Your Tax Refund Status IRS Website: The Internal Revenue Service (IRS) offers a tool called "Where's My Refund?" available on their official website. To check your refund status, you'll need: Your Social Security number or ITIN Your filing status The exact refund amount you are expecting This service is updated once every 24 hours, usually overnight, so you can get daily updates on your refund status. IRS2Go Mobile App: The IRS also offers a mobile app called IRS2Go, which provides several services including the ability to check your refund status. It's available for download on both Android and iOS platforms and offers the same features as the website, making it convenient to check your status on the go. How Long Does It Take to Receive a Tax Refund? The timeline for receiving a tax refund can vary based on the method of filing and the accuracy of the tax return submitted. Here are some general guidelines: Electronic Filing: Most refunds are issued within 19 days after the IRS receives the tax return if filed electronically. This is the fastest way to receive your refund and is generally less prone to errors. Paper Filing: Refunds can take about six to eight weeks from the date the IRS receives a paper return. This method is slower and more susceptible to errors, which can further delay processing. Tips for a Faster Refund File Electronically: Filing your taxes electronically is faster and more secure than paper filings. Use Direct Deposit: Opt for your refund to be deposited directly into your bank account to receive it more quickly than a mailed check. Ensure Accuracy: Double-check your tax return for any errors before submission. Mistakes can delay your refund significantly. What Could Delay Your Refund? Several factors can delay your refund, including: Filing during peak times, especially close to the filing deadline Errors in your tax return, such as incorrect Social Security numbers or math errors Returns flagged for a deeper review, such as for identity theft or fraud concerns Understanding where to check your tax refund status and knowing the expected timelines can help ease the anxiety associated with tax season. By following the tips outlined above, you can ensure a smoother and quicker refund process. Remember, the key to a prompt refund is accuracy and choosing the right filing and refund methods. Stay informed and proactive about your tax responsibilities to make the most of your tax season.
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