We value open and transparent communication with our clients. Effective communication is essential for us to provide you with the best possible service. This policy outlines our approach when a client becomes unresponsive.
Please communicate with us timely; if there is a personal or professional issue, please let us know. We feel responsible to help out our clients, but cannot do so without proper and timely communication.
Handling Unresponsive Clients
Generally speaking if a client becomes unresponsive we reserve the right to disengage. Being behind on tax work is risky for everyone involved and likely unnecessary unless there is a very good reason that the IRS would also agree with. If you need more time please respond and let us know so we can plan accordingly.
Our Operational Approach
Some issues here relate to penalties and others relate to costs of our operation. Performing late tax work can get extremely costly and we don’t want to try and we have no interest in trying to charge for it. Unresponsiveness in our opinion is also disrespectful and minimal respect is required in all engagements here.
Generally we require minimal mutual respect, responsiveness with information, and the fees paid to operate. In turn we aim to be responsive to you, available, answer all questions, perform accurate work at a minimum, and aim to add value where we can for the fees we charge.
How Disengagements Work
Generally how disengagements work at a minimum:
We do not hear from you over 3 months after 3 emails.
We will text once and call once.
We will send a mailing to the best address we have on file to inform of a disengaged or offer to reinstate.
If there is an offer to be reinstated as a client this will have the general terms:
Billing: All billing must be made current before reinstatement.
Reinstatement Fee: A reinstatement fee of $400 will be applied.
Future Billing: Future billing must be paid in increments of $1,000 on a retainer basis.
Our Commitment to You
At Gillingham CPA, we are committed to maintaining a respectful and productive relationship with all our clients. We hope that this policy provides clarity on how we handle unresponsive clients and underscores the importance of open and timely communication. Please feel free to reach out to us at any time if you have questions or concerns regarding this policy or any other aspect of our services. Your satisfaction is our priority, and we are here to assist you every step of the way.