How to Keep Clients Updated and Involved Through the Tax Filing Process

The next three months are easily going to be the busiest times for accountants. The Self Assessment tax season is here, and it’s no surprise that as tax returns pile up, accountants are constantly chasing deadlines, often with little time to spare.

Breaks are rare, and while the focus is naturally on meeting HMRC deadlines, the challenge of keeping clients updated can slip through the cracks. But when clients feel left out or in the dark about their own tax filings, it can lead to anxiety and even a loss of trust in the accounting firm.

Staying connected with clients during the tax season doesn’t just build trust – it helps them feel valued and reassured. After all, clear communication is the key to building long-lasting client relationships. But how can accounting firms achieve client engagement when every minute counts?

Why Keeping Clients Updated Matters

It’s easy to see why keeping clients updated during tax season might seem like an extra burden. Accountants are busy, clients expect timely results, and the pressure to submit accurate tax returns can be overwhelming. However, failing to keep clients in the loop can have a bigger impact than you might think:

• Reduced Trust: Clients who don’t hear from their accountant may begin to worry that their tax return isn’t being handled properly. The silence creates uncertainty, and clients may start to wonder whether their finances are in safe hands.
• Anxiety and Frustration: Tax returns are stressful for clients too. They want to know where things stand and when they can expect their return to be completed. Regular updates can ease their anxiety.
• Potential Delays: When clients are not informed, they may delay providing necessary documents or information. This can put even more pressure on the accountant’s workload and create unnecessary last-minute complications.

Ensuring clients feel involved and updated throughout the tax filing process not only helps ease their concerns but also improves efficiency on both sides. So, how can accounting firms keep client communication flowing, especially when time is tight?

5 Strategies for Keeping Clients Updated During Tax Season

1. Set Expectations Early On

Right at the start of tax season, it’s crucial to manage your clients’ expectations. Send an initial email or schedule a quick call to outline the process, key dates, and what they should expect in terms of communication. Let them know when you’ll need specific documents and when they can expect progress updates.

This proactive approach not only reassures clients but also gives you more control over the flow of information, reducing the number of “just checking in” messages that clog your inbox.

2. Use Automated Updates

Technology can save the day when it comes to client communication. Automating tax updates through email reminders or secure client portals allows you to provide regular check-ins without manually sending messages every time. Clients can be notified when key milestones are met – such as when documents are received, the return is in progress, or submission is complete.

An automated system ensures your clients remain informed and frees up your time to focus on the tax work.

3. Set Up Regular Checkpoints

For clients with more complex tax returns, setting regular communication checkpoints can be helpful. These could be short email updates or a weekly check-in call to discuss progress, answer any client questions, and ensure that both parties are aligned.

Even a brief message stating, “We’re currently working on your return, and everything is progressing smoothly. We’ll contact you if we need more details,” can go a long way toward keeping your clients calm and reassured.

4. Create a Simple Client Portal

A client portal can serve as a one-stop shop for all things tax-related. Clients can upload documents, track the progress of their return, and even receive automated reminders for missing information. By having access to a secure portal, clients feel more in control and can stay informed without needing to reach out for updates constantly.

Client portals also streamline your workload, as everything is organised in one place, making it easy to see which clients have submitted their documents and which returns are ready for review.

5. Outsource Tax Returns

Outsourcing tax preparation to a trusted partner can significantly reduce the workload on your in-house team, allowing them to focus more on tax season communication and client relations. When your team isn’t bogged down by the technicalities of preparing each return, they have the capacity to answer client queries, provide regular updates, and ensure that everyone is on the same page.

A reliable outsourcing partner can handle the preparation, freeing up your team’s time to connect with clients and provide that all-important human touch.

How Outsourcing Helps with Client Communication

While outsourcing tax preparation may initially sound like it only benefits the internal team, it can also greatly improve your client communication. With less time spent on the technical tax preparation work, your in-house accountants can dedicate more time to client-facing tasks like regular updates and responding to questions.

Here’s how outsourcing can directly support better client engagement:

• More Time to Communicate: By shifting the time-consuming parts of tax preparation to a trusted outsourcing provider, your team will have more capacity to handle client communication without sacrificing the quality of their work.
• Improved Accuracy: Outsourcing partners bring specialised knowledge and experience to the table, helping ensure that tax returns are prepared with fewer errors, which means fewer client concerns or queries.
• Faster Turnaround: With the extra hands on deck, tax returns can be processed more quickly, keeping clients satisfied and reducing any wait time for important updates.

Wrapping Up

Tax season is an overwhelming time, both for accountants and clients. When your clients are left in the dark about their tax returns, it creates unnecessary stress and can even damage the trust they have in your firm.

By keeping clients regularly updated, setting clear expectations from the start, and utilising tools like automation and client portals, accounting firms can maintain strong client relationships even in the busiest times.

For firms looking to go the extra mile, outsourcing tax preparation to a trusted partner can be a game changer. It not only frees up your internal team but also allows you to dedicate more time to providing exceptional client service. And ultimately, that’s what clients remember – how valued they felt during the process.

By staying proactive, leveraging technology, and considering outsourcing, you can balance the demands of tax season without compromising on client communication.