If you don't make it easy for clients, your staff will have terrible days. If your technology is old and days are frustrating, you will have difficulty recruiting new staff. Many existing employees will choose to leave. Furthermore, there are additional effects of not making it easy for clients.

For example, firms that try and force their younger clients to use older portals will lose clients. Staff must WAIT for documents because clients drag their heels, so productivity suffers. Your team will work more hours than necessary during tax season, making staff feel beaten down and unhappy. Your team will have to look in too many places for information and documents needed to do the work. Inefficiency means every day is frustrating—even more so at tax time. If your firm isn't drop-dead easy to work with and highly responsive, clients will leave for a firm that better meets their needs.

Learning Objectives:

• Identify techniques to improve security with ease of work


• List activities to improve client and team member experience


• Determine ways to improve profitability with the right tools


• Evaluate ways to maintain transparency and firm relationships while receiving client information and delivering final work products


• Differentiate between key products and able competitors to pick the best tools for client and staff experience