Easy Client Communications Presented by: Bill Parrish (oneplusone) 3

Those Pesky Disclaimers This Information is copyright protected by (oneplusone) 3 and may not be reproduced or otherwise distributed without the written consent of (oneplusone) 3 This presentation is for informational purposes only and should only be implemented by a practitioner after appropriate due diligence has been performed Not all of the concepts and strategies proposed in this presentation may be appropriate for all practices. Careful study must be undertaken by anyone considering the implementation of these concepts and special attention should be given to individual state laws governing the practice of professionals.

PURPOSE Communicating with clients appears to be one of the things that most clients criticize about their accountant or tax professional. Today, we will find ways to simplify that process and communicate better and easier.

Communication Defined The expression of thoughts, feelings, or information easily and effectively, The transfer of information for the benefit of the recipient of the information, Advising another of something important to them.

Communication is Communication is more than the words we speak. Communication is about who we are and how we express ourselves and relate to the world. Communication is the message we deliver through nonverbal as well as verbal means. Communication is the ultimate expression of who we are.

Be clear about what you want to express What do you most want to say? What is the primary idea, concept or idea you want to convey? Requires an inner clarity Avoid anything not directly related

Tact and good manners matter Honesty matters Be compassionate Express your perspective Respect the reader Remain Professional

Precision matters Avoid vague terms Avoid unexplained technical terms Use precise language, descriptive words Communication should come to life

Common Ground Identify common ground up front Identify purpose early on Honor differences of opinion Identify readers interests

Alignment & Congruency Words and actions should be aligned Lack of alignment leaves room for doubt Identify congruent themes Outline these items ahead of time

The nature of conflict Conflict & differences cannot be avoided Learn to mediate when appropriate Respect differences Don’t avoid conflict, face it head on

Context, Text and Subtext Context = perspective Text = words Subtext = meaning & motivation

Client Database Include names & nicknames Keep current Learn to integrate with Word

Letter Database Convert all completed letters Use client database headings in letter Date can be automated Pay attention to opening & closing Be consistent with style

Letterhead Create master in Word Use color if available Use headers & footers (in view) Keep simple, not overpowering

Create Master Envelopes Integrate with client database Especially good for mass mailings May be simpler to type in 1 address Create all needed sizes Create return envelope to fit in number 11 envelope

Practice Cut & Paste Helpful with research results Good to support verbal answers given Paste to billing system also Reference source

Do it Now, Not Later Procrastination is worst enemy Is fresh in our mind Provides timely info to clients or others Creates image of “I am on top of this”

Responsibility Communication is about being 100% responsible for the other person's understanding. This means that if you don't feel understood, you've not completed the job of communicating. Don't blame others for their not understanding you; take responsibility for re-communicating your position to ensure that you've been properly understood. Take responsibility not only for what you say, but also for how you're understood!

For Information About ConnectEd: Jodi Goldberg, Director of Member Services National Society of Accountants Ext 1304 About the Presentation Bill Parrish, Founder & CEO (oneplusone) Ext

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