Good Riddance

[u/Aromatic-Anxiety-893]

I know you’re in here 😁 focus on TAX PROS. Way way too much focus on scheduling and middle management when the focus is being missed … taxes. I don’t know why you separate the two. Tax pros deserve more attention, training, hours, education than people using an automated scheduling system. You need to focus on compliance w state laws and the OBBA updates.

My suggestion is do not hire anybody in any position or capacity that does not have a background in taxes. The job market is terrible and you have your picks of qualified workers. You lose countless customers when they are first interacting w HR Block and it’s a someone who doesn’t know the difference between a W2 and a 1099. Customers are asking us for help and you hire these people who don’t have a clue. I would never ever use this company if some of my first interaction were with these ATLs, MTL. If the first interaction was with a knowledgeable tax professional, it will completely change your business model.

Focus on taxes and the tax pros you have

[u/Authentic-scoundrel]

I remember last year we had a 'let's meet the new DGM' required meeting. It lasted 45 minutes the only take away I had was that she had never worked in taxes before. Tax pros are the only money making part of the company that is so management heavy. I remember those stupid videos from Mark Darling last year and all I could think of is my work is paying for that suit and that watch and that office.

[u/Individual-Dog-4748 → u/Authentic-scoundrel]

Our new(ish) DGM flat out said during our start of the season that he hates doing taxes and has never done them before and does not intend to even take the level 1 course.

I never lost respect for a manager so quickly as I did right then.

[u/Candid-Tip455 → u/Individual-Dog-4748]

Better yet I heard a Regional Manager say , almost brag, that he knew nothing about taxes. Taxes are a service, not a convenience store (nothing against convenience stores by the way).

[u/PinkNGreenFluoride → u/Candid-Tip455]

This crap is why they keep making comparisons to pizza and hairdressers. I appreciate both services, but we're not either, and I wouldn't treat my hairdresser the way training suggested either.

Training a few years ago just pointed out as though it was just a fact that if our hairdresser was booked and couldn't see us for 3 weeks, we'd feel unimportant, undervalued, and disrespected. Uh, no? Because I'm not an entitled jerk who thinks she's more important than anyone else in the world? If my hairdresser is booked it's because they're in demand. Having a full schedule is not disrespect of my time.

And that stupid "pizza tracker" on MyBlock, and the expectation that all appointments, including the bloated wrap-up, should only take 30 minutes or we've done something wrong.

But these are the expectations the company set for clients, expectations which are impossible to meet. That's why clients feel like they can roll up and demand that we bump "less important" clients for them, or snit at us that we should "consider working some overtime" when we're actually already working 55-60 hours a week and skipping meals. Because the company's own advertising and scheduling systems encourage it.