Communication Standards
Refer to the expectations set in this guide when communicating with Rocket Tax clients for a streamlined experience.
Communication between Tax Pro & Client
As the primary service provider for our mutual clients, Tax Pros should at all times carry themselves with the utmost professionalism; striving to uphold the Service Level Agreement (SLA) accepted before onboarding to Rocket Tax so clients are set up for success (see Service Expectation #2).
As a Rocket Tax Pro, you'll be speaking from a place of knowledge to educate clients on situations unbeknownst to them and to inform them of the best options they have to maximize their deductions and tax savings where applicable. A polite, friendly tone should be used at all times to help maintain a smooth client experience that will encourage clients to return to Rocket Tax year after year.
The tone in which you send messages can easily be misconstrued if it's not prefaced with the right context. With that, always be mindful when you're delivering news that may be unpleasant for the client to receive. Oftentimes, it might be beneficial to schedule a call with the client if they're expecting to owe more than they originally anticipated, for example, to mitigate the chance of that client escalating with Rocket Tax.
Educating your clients is not only encouraged but by the same token of perceived value, is expected. As a professional working with Rocket Tax, you will gain access to privileged information regarding your clients. It’s not uncommon that an individual finding themselves in a ‘payment due’ position is uncomfortable with the way their return was prepared. This does not always indicate improper calculation of the tax liability; rather, it usually indicates poor tax planning by the client.
As a credentialed tax professional, you’re responsible for the tax return filing for your client. You will have the greatest understanding of their tax positions and are best suited to offer solutions to maximize their benefits. See below for some examples of good vs poor communication:
Hi, I just uploaded a draft of the (year) return. Please review the return and let me know if you have any questions. I have set for all of the payments to be mailed (if expected to owe taxes). If you prefer to have the payment withdrawn from your checking account please let me know (I'll need the bank name, routing #, account #, and whether it's a checking or savings account).
Here's the first draft.
I just uploaded a copy of your federal extension and the confirmation showing that it was accepted by the IRS. Your State grants an automatic 6-month extension if a federal extension is filed so you're all set. Remember that an extension does not change the date of your tax payment due, and any taxes you may owe to the IRS/state will need to be paid by their respective due dates to avoid penalties.
Your extension has been filed.
The IRS has accepted your return and I've uploaded the confirmation page for your review. Thank you for your business and should you have any questions post-filing, Rocket Tax Support and I are here to help! Thank you again!
Your return was accepted so will close out your job now. It was great working with you.
Please upload your documents, I don't have access to any files you share with your bookkeeper.
Hi client name, my name is pro name and I'm looking forward to working with you to get your return filed. I'll be following up to ensure that I have all documents and details I need to successfully file your return and may need some additional information from you along the way. I'll be keeping in touch with you through this chat and would appreciate it if you could check for messages from me every couple of days.
Hi client name, I'll be working on your return.
Engagement Wrap-Up
Before marking a job complete, please ensure all the deliverables and electronic acceptances have been uploaded to the client's Documents within the job by following up to determine if there are any additional matters he/she would like to discuss (i.e. installment payments, estimated payments, etc). Clearly communicate that the engagement has come to an end and once you mark the job complete, your client will lose access to communicate with you going forward.
It's important that you take the necessary precautions so you close a job on good terms with your client. The following are important steps you must take when closing a job to comfort them as to the status of their filing (see Service Expectation #10):
Make sure your client has signed their e-file authorization form and you have responded to any questions they have regarding their liability/refund.
After the tax return(s) have been filed, explicitly notify them that their tax return has been filed, provide proof of e-file acceptance, and note that you'll be closing out the job. Make sure that all pertinent documents are left available for the client within their Documents section.
Before closing out the job, summarize their next steps, such as payment of their tax liability, if applicable. Then, let them know that they will no longer have direct access to you through the chat. However, if they need any assistance post-filing, they can reach out to Rocket Tax support. Our teams will reconnect you with your clients in instances where a notice related to the filing is received. Only in cases where the notice is the result of client errors or omissions may additional compensation apply to you, the preparer.
In the case where a paper filing is required, provide detailed instructions for the client to follow to ensure their filing is processed successfully with the IRS and relevant state regulatory agencies. These instructions should be disclosed within the job chat as part of your closing message. Set the expectation on where they can go to check their refund status (if eligible) online, where to pay their tax liability (what they owe if eligible), or where to confirm that installment payments are set up accordingly (if relevant). That said, please wait before closing out the job until after the client has confirmed they've seen your message and clearly understand the instructions you presented them.
Message Bank
There's a new Worklayer productivity tool called Message Bank that will allow Pros to quickly access & send a saved reply when chatting with a client. This will standardize messages and help shorten response times, while still keeping that personal touch that characterizes the tone we're looking to convey for Rocket Tax.
To use saved replies, you'll select one of your jobs in the Work Portal and go to the chat. There, you can click the add button (+) in the chat box which will display the option to send a Message Bank Reply.
Once you click the Message Bank Reply button, you'll be able to see all the available saved replies and select the one you want to use.
Before sending the saved reply to the client, you can edit it in the message box and include any customizations you need to send. Then, you'll just have to click Enter/Return to send as you would with any other message and you'll have successfully used the Message Bank.
Message Bank Examples
Rocket Tax values quality communication from Tax Pros in delivering an excellent customer experience for our mutual clients. When using Message Bank saved replies, you can always add your bit of personality, but we HIGHLY encourage you to use them for consistency in our service delivery. The main Message Bank saved replies we have in store include the following:
Intro Message
Documents Needed (Pending Open Items)
Draft Uploaded
Closing Message
Closing Message (If Mailing)
Add On Services Needed
Hi (client name),
My name is (pro name). I'm looking forward to working with you to get your return filed and will be happy to answer any questions you have along the way. I will be following up to ensure that I have all the documents and details I need to successfully file your return and may need some additional information from you along the way. I’ll be keeping in touch with you through this communication portal and would appreciate it if you could check for messages from me every couple of days.
To start, please confirm that I have the correct contact information listed for you below: Insert Client email Insert Client phone number
You can expect a draft to be ready for your review and signature within 7 business days.
Thank you,
(pro name)
Pros cannot add new saved replies to the Message Bank of a workspace, only Taxfyle admins have this access. If you have any recommendations for additional Message Bank saved replies to add, please contact Taxfyle Support.
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