6 Practical Tips for Managing Difficult Tax Clients
6 Practical Tips for Managing Difficult Tax Clients
Tax season can bring out the best—and worst—in your clientele. Stress, deadlines, and complex financial issues may cause some tax customers to act impatient, defensive, or outright combative. As a professional tax preparer, knowing how to handle difficult clients is essential for maintaining professionalism, protecting your time, and delivering accurate returns.
Here are six actionable tips for client management for tax preparers when dealing with difficult tax clients.
Set Clear Expectations Early
Before you prepare a single form, make sure your clients understand the scope of your services, timelines, required documents, and associated costs. Provide an onboarding packet or checklist that outlines what they need to bring. This reduces confusion and gives you a reference point if disputes arise.
Pro tip: Share Drake Software’s Client Tax Document Checklist to get clients organized early.
Use Calm, Assertive Communication
Difficult conversations are best handled with a calm tone and steady posture. When tensions rise, try not to match the client’s energy. Instead, use clear, direct language and reframe issues around solutions rather than blame.
Pro tip: Acknowledge the client’s position and present action items. For example, “I understand this is frustrating. Let’s look at what we can do next to resolve it.”
Don’t Skip Documentation
In any case where there’s a dispute or pattern of hostility, make sure you’re documenting conversations and decisions. Keep copies of email threads, engagement letters, and notes from phone calls. If needed, this can help protect you from liability or justify your decisions to the IRS.
Create Boundaries Around Availability
Managing clients during tax season requires time-blocking and structure. Let your clients know your office hours and how to reach you for urgent versus non-urgent needs. Establish boundaries for same-day turnaround and weekend availability — you can even include these details in your voicemail or email signature during peak season.
Empathize, But Stay Professional
Sometimes, tax clients are difficult because they’re anxious about refunds, audits, or unfiled returns. Acknowledge their emotions without taking on their stress. Keep the conversation focused on facts, not feelings.
Pro tip: For example, you could say, “It’s completely normal to feel overwhelmed. We’ll work through this step by step.”
Know When to Say Goodbye
If a client is consistently disrespectful, refuses to follow your advice, or becomes a liability, it may be time to disengage. You have the right to protect your practice and your peace of mind.
Use a disengagement letter to formally end the relationship, outline what work (if any) will be completed, and document how sensitive information will be disposed of on your end.
Ready to Reduce Stress with Your Clients?
Improve your workflow by downloading our Client Checklist to help your tax customers be prepared and reduce friction during intake.
Lloyd Bogner