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Don’t overlook the power of Google reviews

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Busy season is tough, but it has its upside. This is when you’re talking most frequently with your clients, especially those with straightforward, fast-turnaround returns. It’s a great time to leverage these interactions to gather positive feedback from your clients.

If you don’t think clients and prospective clients are checking out your Google reviews, think again. 

Research shows three-quarters (77%) of accounting clients would consider leaving their existing firm if another one was recommended to them. Further, three in five (60%) accounting firm clients conduct online searches as part of their research when vetting potential providers. In fact, two in five accounting clients (38%) who have experienced a service issue with their accounting firm left a negative review on a public website like Yelp or Google. In today’s low-trust digital world, negative reviews have almost two times the impact as positive ones, the researchers concluded.

Can you afford to take that risk?

Fortunately, there’s an easy solution. This is the time of year when you’ll have lots of clients appreciating your work. Why not ask them for a Google review when their experience with you is fresh in their minds. I bring this up because it’s also the time of year when you might be getting some negative Google reviews due to some kind of misunderstanding. Positive reviews will buffer your rating against the negative reviews. Even better, a five-star review is a five-star review. It doesn’t matter if it comes from a simple 1040 client or from a complex client with multiple businesses and a complex family situation. They all carry the same weight.

But you want to make the review, “ask” now, because you’re not likely to be speaking with many clients for the rest of the year. The more time that goes by, the less likely they’ll remember the great work you did. For more about why immediacy is so important, see my recent articles: Don’t succumb to the forgetting curve this tax season and  The power of immediate feedback.

Just because you have a bunch of five-star reviews doesn’t mean you’ll get more business. But it certainly helps lock the back door. If you start racking up negative reviews, clients and prospects notice and will move on. It’s the  same way when I’m referred to a physician or auto-body shop. I immediately look them up, and if their Google stars don’t look good, I’ll look for other options.

How to ask for a Google review

Immediately after filing a client’s tax return, have a staff person reach out and ask: “How was everything? Was there anything we could have done better?” If they say everything went great, then respond: “Thank you. Would you be willing to leave us a Google review? I can show you how to do it in five minutes if you’re not familiar with Google reviews.” 

Some of you may argue that you don’t have enough capacity to have staff spending 10 to 15 minutes with every single satisfied client — especially when they’re already exhausted from the busy season. But I would argue that your firm is not built properly if you can’t devote 10 to 15 minutes of staff time per client to obtain something so valuable to your firm’s success and bottom line. 

How clients of all ages can post Google reviews

Another objection I hear from firm owners all the time is that their clients are older and don’t know how to leave Google reviews and/or they don’t have a Gmail account which is required in order to post Google reviews.

Don’t let that be a roadblock. Here’s a handy three-minute video tutorial you can send to clients about how to leave a Google review without a Gmail account. After sending the video, have your staff person follow up and tell the client: “I’m happy to walk you through it.”

If you send the email to 100 clients who have had good experiences with you and 10% respond, that’s 10 more supportive reviews than you had before. They will likely move your average rating in the right direction. It’s pretty low hanging fruit.

Each review is an opportunity to demonstrate your firm’s value and build trust with potential clients. Don’t leave your online reputation to chance. What is your firm doing to obtain more client reviews? I’d love to hear more. 

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Accounting

IRS marks Tax Day amid worries about layoffs and cutbacks

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The Internal Revenue Service commemorated the 70th anniversary of the April 15 tax filing deadline on Tuesday, but this year the agency has also been suffering through layoffs, budget cutbacks and high-level departures, including its chief information officer.

The IRS noted on Tuesday that the tax-filing deadline moved from March 15 to April 15 in 1955 to give taxpayers and the IRS more time to prepare and process complex tax returns. However, with the budget cuts and the efforts of the Elon Musk-led Department of Government Efficiency, the IRS has also paused its technology modernization efforts.

IRS chief information officer Rajiv Uppal is reportedly the latest high-level official to announce his resignation, according to Reuters. He was overseeing the development and improvement of the agency’s computer and technology systems and is expected to depart later this month. Acting commissioner Melanie Krause also recently announced her intention to resign, following the abrupt retirement of former acting commissioner Douglas O’Donnell and the departure of the previous commissioner, Danny Werfel, in January.

Acting chief counsel William Paul was reportedly removed in March for resisting efforts to share taxpayer data with other agencies like the Department of Homeland Security and its Immigration and Customs Enforcement unit. Chief privacy officer Kathleen Walters also reportedly plans to step down by opting for the Trump administration’s deferred resignation program. 

The high-profile departures come after the approximately 7,000 IRS probationary employees were put on paid administrative leave this year, with plans to cut up to 50% of the IRS workforce after tax season. The National Treasury Employees Union has been warning of the impact of the cutbacks.

“NTEU is incredibly proud of the IRS employees who persevered despite attacks on their jobs and their agency and helped deliver a smooth filing season for millions of taxpayers and business owners,” said the NTEU’s national president, Doreen Greenwald, in a statement. “But the success feels precarious as the administration plans a forthcoming firing spree that will cripple the agency’s ability to serve the American people, before, during and after the filing season.”
 

The NTEU noted that the Trump administration has already removed about 7,000 probationary IRS workers, and the Treasury has announced plans for a broader reduction in force that could impact thousands more IRS employees across the country.

“It is not speculation to say that a gutted IRS helps fewer taxpayers file their returns, slows their refunds, and allows tax cheats to thrive, because we saw all three of those things the last time Congress eviscerated the IRS budget and shrunk the workforce,” Greenwald said. “This administration is intentionally rolling back the recent progress and returning the IRS to the days of long wait times on the phone, case backlogs and uncollected taxes. Administering the Tax Code is a labor-intensive process, and indiscriminately firing thousands of IRS employees will weaken the system that is responsible for 96% of the government’s revenue.”

The smaller the IRS workforce, the less tax revenue is collected, according to a new analysis by the nonpartisan Budget Lab at Yale University. The Treasury has not announced specific figures for the reduction in force, but if the agency were to lose 18,200 employees, the government would save $1.4 billion in salaries in 2026, but collect $8.3 billion less in taxes, for a net revenue loss of $6.8 billion. Over 10 years, if the job cuts are maintained, the net lost revenue would amount to $159 billion.

Inside the shaky state of the IRS

The Urban-Brookings Tax Policy Center held a webinar Tuesday to discuss how the large reductions in the IRS’s funding and staffing would affect taxpayers, as well as the successive buyout offers under the Deferred Resignation Program

“What we do know before we get into potential future layoffs is that 11,000 IRS employees out of about 100,000 had initially taken the buyout or been laid off in February, and now another 20,000 we’ve been told this morning are taking another buyout, so a total reduction so far of 30,000 employees out of 100,000,” said Tracy Gordon, vice president for tax policy, codirector and acting Robert C. Pozen Director at the Urban-Brookings Tax Policy Center, citing recent articles from Bloomberg and the Washington Post.

Barry Johnson, a former chief data and analytics officer at the IRS who is now a nonresident fellow at the tax policy center, discussed the advances that the IRS had been making in its technology efforts before the cutbacks. They included:

  • Introducing interactive chatbots that used artificial intelligence to interpret taxpayer questions and link them to the appropriate content on its website;
  • Expanding online account capabilities for individuals, businesses and tax professionals;
  • Introducing the Direct File system for free online tax filing; and,
  • Improving the IS’s enterprise case management system. 

“One of the big goals we were working on was to make our data more interoperable and accessible to support modernization, while greatly improving the security of all of our data systems,” said Johnson. “We were making progress in releasing statistics in closer to real time and to automate some of our statistical processes. And we were laying the groundwork to support evidence-based policy-making and program evaluation at all levels of government — again, while ensuring the protection of individually identifiable tax data.”

Much of the extra funding for IRS enforcement, taxpayer service and IT modernization has already been cut by Congress or is in the process of being zeroed out, but the plans are unclear.

“There are many unknowns for personnel, for funding, which according to your charts, may actually be close to zero for modernization right now,” said Pete Sepp, president of the National Taxpayers Union. “The [Inflation Reduction Act] funds may have run out by about out for modernization, and we have zero in appropriations. How in the world is anything going to press forward in that environment? Maybe it can, but we want to see the plan.”

Technology can only go so far in helping taxpayers navigate the IRS.

“What we don’t see now is what’s going to be happening going forward,” said Nina Olson, executive director of the Center for Taxpayer Rights and a former National Taxpayer Advocate at the IRS. “How do they propose to improve taxpayer service? Are they going to use AI to eliminate calls? Everybody’s been trying to eliminate the calls since the phone system was set up, and all it does is increase. Maybe you can eliminate some of the repeat callers, the more that you do chatbots and things. But as I keep saying to people, the IRS isn’t like Amazon or your bank. It has enforcement powers that no bank has. And if you’ve ever tried to get a problem resolved with Amazon or any one of these online deliveries, good luck with that. The chat system doesn’t really work really well, and that’s what drives people to the phones. They want to hear from somebody that their issue has been resolved.”

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Accounting

In the blogs: Lotus operandi

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IRS happenings; minimal talk of de minimis; new blog on the block; and other highlights from our favorite tax bloggers.

Lotus operandi

Welcome to the dance

Opportunities and complications

  • Taxpayer Advocate Service (https://www.taxpayeradvocate.irs.gov/taxnews-information/blogs-nta/): Proposed voluntary withholding agreements in the Taxpayer Assistance and Service Act could change the game for independent contractors. 
  • Tax Notes (https://www.taxnotes.com/procedurally-taxing): In United States v. Schaedler-Moore,  a tenant who became an owner of a property contested the foreclosure action brought by the IRS. How the reason for contesting makes sense given the tenant’s financial outlay even if her legal arguments fail.
  • Meyers Brothers Kalicka (https://www.mbkcpa.com/insights): Remind them that transfers of business interests or other assets to family members opens a three-year window where the IRS can challenge the values for gift tax purposes but that the statute of limitations doesn’t kick in until one “adequately” discloses the transfers to the IRS.
  • Virginia – U.S. Tax Talk (https://us-tax.org/about-this-us-tax-blog/): Stock options have become a key part of the expat executive’s compensation package, especially when working for foreign employers. How these opportunities come with complex U.S. tax implications.
  • Canopy (https://www.getcanopy.com/blog): Professional proposals are key to winning new clients and long-term relationships. What are the benefits of proposal software for accountants?
  • TaxProCenter (https://accountants.intuit.com/taxprocenter/): When you’re a tech-savvy tax pro, everything starts to look like it can be automated. Can and should it be?

Lens is more

New to us

  • Wiss & Company (https://wiss.com/insights/read/): This accounting and advisory firm, around for more than five decades, has a blog with great categories, including tax and AI — and lately, a robust selection on tariffs. Welcome!

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Accounting

National debt keeps growing, but not fully accounted for

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The federal government’s financial condition worsened by $4.7 trillion in the past year, according to a new report released to coincide with Tax Day.

The annual Financial State of the Union report from Truth in Accounting, a nonprofit government finance watchdog, pointed out that according to the most recent audited Financial Report of the U.S. Government, the U.S.’s true debt has climbed to $158.6 trillion, burdening each federal taxpayer with $974,000. Much of this debt can be traced to obligations the government has committed to, such as $67.1 trillion in Social Security and $51.6 trillion in Medicare, but hasn’t properly accounted for on its balance sheet.

“Our country’s financial condition continues to spiral out of control, and taxpayers are left holding the bag,” said TIA CEO Sheila Weinberg in a statement Tuesday. “On a day when Americans are asked to be transparent and accurate with their finances, their government fails to do the same.”

Despite the enormous size of its commitments to Social Security and Medicare, the U.S. Treasury Department only reported $241 billion of them on the official balance sheet because, according to government documents, recipients aren’t legally entitled to benefits beyond the current month, allowing future payments to be reduced or eliminated by law.

The report’s release comes amid efforts by the Elon Musk-led Department of Government Efficiency to slash the size of the federal government, virtually eliminating entire agencies while threatening cutbacks in Social Security, Medicare and Medicaid offices and personnel to aid seniors.

The report warned that due to inaccurate and nontransparent budgeting practices, Congress and the American people lack the information needed to make informed decisions about taxes, spending, and long-term policy. Weinberg is advocating for full accrual budgeting and accounting, which would include the true cost and projected growth of government programs. “This kind of transparency would be the first step in regaining control of our nation’s finances,” she said.

The Financial State of the Union report gives the federal government an ‘F’ grade for its fiscal health and asks Congress to adopt honest accounting standards to provide long-term financial sustainability. Truth in Accounting is also encouraging citizens to sign a petition asking Congress to mandate that the Federal Accounting Standards Advisory Board adopt the best practices of full accrual accounting in reporting Social Security and Medicare.

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