During these uncertain times, we know it can be tough to figure out how to work with your clients and what to say to put their minds at ease. We wanted to provide you with some templates to use in different situations in response to your clients. Feel free to use these templates in any of the situations as you see fit. It's vital to keep a positive and reassuring tone throughout your messaging during a crisis. It’s also a good time to focus on facts and developments, rather than emotional responses to the outbreak. When communicating with clients during this time, it’s important to not only acknowledge their anxieties, but also reassure them that you are here to help. You – and your brand – will seem much more human if you are able to communicate this way. Your clients are going to be focused on what you are doing to make their lives easier during this time, so keep that top of mind throughout the text of your emails. All you need to do is copy and paste the email content into a blank email and just make sure you update any empty fields or change information that doesn’t apply to your practice. If you are a CountingWorks PRO subscriber, these email templates are already loaded into your portal account and ready to send. Here’s what to say when…

1. You want to reassure clients of your continued remote services

The focus of this email is to remind your clients that you are able to offer the same services during this time, only virtually. It’s important to ensure your clients that there is no change in your level of service or commitment to their tax needs during this time, especially during a highly confusing tax season. Subject: An update on our services during COVID-19 outbreak Dear [first name], As the Coronavirus disease (COVID-19) emergency continues to grow, we wanted to share our office policy and the latest Coronavirus emergency news as it pertains to this tax season. Several fiscal policy proposals are being worked on in Congress. We expect that whatever relief is passed will include tax incentives that will need to be carefully planned for. We will continue to communicate the latest policies and due date changes through our newsletter and social media as they are finalized. Our role as your most trusted advisor is to help you through these trying times, whether that be planning to minimize your taxes or helping you with cash flow or planning during this disruption. As tax season is in full steam, we are closely monitoring the situation and are following guidelines from health experts and agencies. As a technology-enabled firm, we are prepared to serve you virtually through our secure online portal and communication tools. We are taking this virus very seriously as we know each of you are. We care deeply for the well-being of our employees, clients, and community, so please reach out if we can assist you in the days and weeks ahead. If you have additional concerns or questions or need help setting up your secure portal access, feel free to reach out to us via phone or email. Sincerely, [Your Signature]

2. You need to cancel in-person appointments

The purpose of this email should be pretty clear to most. All in-person engagements have been ordered to be limited by public health officials, with specific restrictions varying by state. However, there is still a way to communicate this effectively and calmly to your clients. Subject: Moving our in-person appointments online Hi [first name], As the Coronavirus disease (COVID-19) emergency continues to grow, I wanted to check in with you during this time and inform you of some changes in my policies. For both of our health and safety, I will not be holding any in-person meetings. I’m happy to hop on a call to make alternative arrangements, or we can even do a video call through a platform like Zoom. Here is a Zoom link [insert zoom link] to join me on a video call where we can discuss [topic of discussion]. Thank you for understanding and I hope that you stay safe during this time. I'm looking forward to finding a solution that works best for the health and safety of the both of us. We are in this together. We are staying updated on the latest information from the CDC, the WHO and local and state authorities. Are there any questions or concerns I can help address right now? Please don’t hesitate to reach out. Sincerely, [Your Signature]

3. You need to update your clients about new hours of operation

With the effects of coronavirus constantly changing, it is difficult for professionals to be working the same hours as they used to. This template helps you to be transparent with your clients as to the hours you will be available, and when you may be taking time for yourself. Subject: Our hours of operation have changed Hi [First Name], I wanted to reassure you that the health and safety of our clients and staff is very important to us at [Company Name]. We're paying close attention to the developments of the Coronavirus (COVID-19) pandemic, as I’m sure you are.In order to reduce the spread of the virus, we are joining the majority of businesses in temporarily closing our office to protect our employees, our clients, and the public. We’ll be transitioning to a remote work policy in the meantime. With this in mind, our new hours of operation are as follows: Monday: Tuesday: Wednesday: Thursday: Friday: Any appointments that have been scheduled will be moved to phone appointments, or will be rescheduled. I can promise you that we will still be available and will continue to work on your tax returns and accounting needs. We will be utilizing digital services in order to sign and exchange documents with you. We will continue to follow guidance from public health officials and government agencies in regards to the COVID-19 pandemic. We will make sure to keep you updated along the way. Thank you for your patience during this time. Sincerely, [Your Signature]

4. You need to update your clients about office closures

This template is to inform your clients that your office will be closing, due to the developments of the Coronavirus, and other ways that they will be able to reach you.  Subject: We're going 100% digital Hi [First Name], I wanted to reassure you that the health and safety of our clients and staff is very important to us at [Company Name]. We're paying close attention to the developments of the Coronavirus (COVID-19) pandemic, as I’m sure you are.In order to reduce the spread of the virus, we are joining the majority of businesses in temporarily closing our office to protect our employees, our clients, and the public.Any appointments that have been scheduled will be moved to phone appointments, or will be rescheduled. I can promise you that we will still be available and will continue to work on your tax returns and accounting needs. We will be utilizing digital services in order to sign and send documents with you. We will continue to follow guidance from public health officials and government agencies in regards to the COVID-19 pandemic. We will make sure to keep you updated along the way. If you have additional concerns or questions feel free to reach out to us via phone or email. Sincerely,[Your Signature]

5. You want to inform clients about the tax season extension

Policies are continuously changing during the COVID-19 outbreak. Tax season has been extended until July 15th and this template helps to communicate the effects of that adjustment. Subject: What the tax filing deadline extension means Dear Valued Client, As you may have heard by now, tax forms and payments won’t be due to the Internal Revenue Service until July 15 this year. This is one measure the federal government is enacting in order to curb the economic fallout from the coronavirus (COVID-19) outbreak here in the US. This will give American taxpayers three more months than they normally would have to file their income tax returns for the 2019 tax year. There are many moving pieces to this bit of news, and we wanted to make sure you had all the necessary information before making any decisions about your tax return. In addition, there is fiscal policy legislation that will provide relief to many taxpayers and business owners. Please follow our blog and social media feeds to get the latest updates. Feel free to contact our office virtually or via phone to discuss any questions or concerns you may have. As always, we are here to support you, your loved ones, and your financial interests during this hectic time. Stay safe, [Your Signature]We hope you find this to be a helpful resource and that it assists you in reassuring any nervous clients. For more informative COVID-19 updates, view our resource hub which you can use to manage your business and your clients during this time. By staying educated, you can better prepare your practice for disruptions and gain a sense of control. For more information about how CountingWorks PRO can support your practice, check out our website.