The Client Process

‍

At SMB CPA Group, PC, we have established clear expectations and protocols to ensure that our operations are organized, efficient, and capable of delivering consistent, high-quality service and deliverables. Adherence to these processes is critical for maintaining our standards and ensuring that we meet the needs of all our clients effectively. We ask that you follow these protocols closely, and we welcome any suggestions for improvement.

1. Structured Processes for Consistency and Quality

There is structure and intent behind everything we do. By adhering to our procedures, we ensure high-quality deliverables, competitive pricing, and a seamless, pleasant experience for our clients. Please follow these processes and procedures.

2. Secure and Centralized Document Sharing

All documents, explanations, and materials with tax, accounting, legal, or business significance must be uploaded through our secure client portal. We do not accept documents via email, mail (unless required by law or by a tax agency), or SMS text message. This ensures your information is safely stored, properly organized, and accessible for timely and accurate review.

3. Formal Tax Advice Delivered in Writing

SMB CPA Group, PC does not offer formal tax advice over the phone, by email, or through SMS text messages. Any formal tax advice will be provided in a written memo or report format, complete with an effective date, and reviewed together with the client before it is considered finalized. This ensures accuracy and clarity in addressing your tax matters.

4. Thorough Onboarding for New Clients

Onboarding new clients is a deliberate and structured process. We take the time to fully understand prospective clients’ needs and explain our expectations and protocols. This ensures that both parties are well-aligned from the start and helps us maintain the high-quality service that our existing clients rely on.

5. Comprehensive Engagement, Not Hourly Billing

We do not bill by the hour. When you retain SMB CPA Group, PC for a specific scope of work, our commitment is to deliver a complete and accurate final product within the agreed-upon scope of work. Each discrete service or solution must be governed by a separate engagement letter, with distinct descriptions of services, timing, pricing, risks and limitations, among other elements. The common discrete services and solutions are, but not limited to: tax compliance, tax planning, tax advisory and implementation, monthly accounting, business restructuring, and ad-hoc consulting. Please note that seemingly “simple” or “quick” questions often require in-depth analysis and may have significant legal or tax implications. While we are open to having general discussions, our responses to seemingly "simple" or "quick" questions are not formal nor binding. Formal advice takes time, effort, experience, and knowledge, which is applied to your specific situation using a deliberate and thorough process.

6. Communication Methods

Email, Scheduled Meetings, Telephone, TaxDome Chats, and Written Correspondence are the only forms of communication we have adopted as a firm. (1) Email and TaxDome Chat is great for all types of communication with various urgency and context. (2) Scheduled meetings are best for in-depth conversations that require screen sharing, collaboration with outside advisors, and for sensitive topics. (3) Telephone conversations are acceptable for simple topics that do not need visual context for proper explanation and understanding. (4) Written correspondence is not preferred, but may be legally required or when working with tax and government agencies.

7. Document Submission Deadlines

Clients are responsible for meeting document submission deadlines. We provide detailed explanations and ample time to provide these requests, which are typically standard forms and notices received throughout the year. Late or incomplete submissions can disrupt our internal process and may result in delays and additional unnecessary work. Our fixed timelines are in place to provide a predictable and consistent service to all clients.

8. Fee Structure for Additional Services

Any services outside the scope of the initial engagement, such as complex tax planning or extended consultations, will incur additional fees. We ensure transparency in our pricing, and any additional services will be clearly outlined and agreed upon beforehand.

9. Respect for Time and Resources

We value the time and expertise of our team and we also value your time. To maintain a smooth working relationship, we ask that clients respect appointment times and avoid last-minute cancellations. Excessive cancellations or frequent rescheduling may lead to service interruptions or additional fees.

10. Leveraging Technology for Efficiency

To maintain efficiency and scalability, we utilize advanced technology platforms for communication, document management, and workflow automation. We encourage all clients to familiarize themselves with these tools, including our client portal, to help us minimize delays and deliver services more effectively.

11. Efficiency Benefits Everyone: Keeping Costs Low and Reducing Risks

Our firm’s operational efficiency plays a key role in keeping service costs reasonable. By adhering to these protocols, you help us minimize risks, avoid errors, and reduce the potential for miscommunication. Failure to follow these procedures may lead to increased fees, delays, and, in some cases, an unsustainable working relationship. Cooperation is essential for us to maintain an efficient, high-quality service that meets your needs without escalating costs.

‍

DISCOVER WHAT'S POSSIBLE.