Speed matters

Zappos is renowned for its service. People talk about their friendliness and how they treat their customers. But if they lack speed, I think many people will not do business with them.

33% of customer service is speed. And as a team we have two customers. One is obviously the client and the other is our teammates. When we provide service as a team, we need to make sure no one holds the ball too long.

Please remember that our basic policy is to provide a response back to the client within 2 days for individual tax returns. This is not only because we want to provide good service, but to get rid of unnecessary stress as a team. Managing schedule is an important element of stress management.

Iso
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