Taxing Taxing, Part 22

I really hate it when clients or potential clients just give me whatever answer they think will have their issue seen to the fastest instead of listening to me and responding to what I’m asking.

Today, I have three clients come in around the same time: a scheduled client, an expected walk-in, and an unexpected walk-in.

First, I go up front and call for [Scheduled Client]. The unexpected walk-in stands up and walks back with me to my desk. I almost start doing [Scheduled Clients] tax return in front of her before she tells me I’m opening a file with the wrong name, and I figure out she’s not scheduled. I send her back to the front.

I pull back [Scheduled Client] and do her taxes. I go back to the front. I THINK that this unexpected walk-in might be my expected walk-in, so I ask:

Me: “Are you the person I spoke with yesterday about the amendment?”

Walk-In Client: “Yep!”

Me: “You were with [Other Tax Pro] and she misunderstood you. You called me in the [Other Office Location] and I fixed it. I’ve not yet had time to print it up in this location, but I can do it now.”

Walk-In Client: “Yep!”

I have a bad feeling.

Me: “…Can you tell me a little about the situation?”

Walk-In Client: “You’ve just got to print it up for me!”

Me: “And… it’s an amendment?”

Walk-In Client: “Yup!”

Me: “…okay.”

I go back with her and look through [Expected Walk-In]’s stuff. We determine pretty quickly that the names don’t match, but this time I expect it a bit more.

Me: “…Look. How about you tell me what this is about in your own words?”

Walk-In Client: “My M1PR needs to be amended or something.”

The M1PR is a Minnesota state tax form for requesting a property tax refund.

Me: “Did you have an income change?”

Walk-In Client: “No.”

Me: “Did we miss a rent file?”

Walk-In Client: “No, but something went wrong, and it needs to be amended.”

Me: “What went wrong?”

Walk-In Client: “It didn’t get filed.”

Me: “…That doesn’t require an amendment. Can you give me your information, please?”

I check in the system, and for various reasons, her M1PR can’t be e-filed.

I remember her at this point. She was previously upset that her M1PR couldn’t be e-filed, so I offered her half off on her filing and made sure it was all set up for her to paper file.

I explain this to her.

Walk-In Client: “You never told me it had to be paper filed.”

Me: “If I didn’t give you that information, why did you get this manual discount that says in the notes, ‘For having to paper file’?”

Walk-In Client: “Well, you didn’t tell me clearly enough.”

I roll my eyes, print and prep her M1PR for paper filing, and hand it to her.

Walk-In Client: “Now wait a moment.”

Me: “What?”

Walk-In Client: “I want a full refund for the inconvenience, the attitude you’re giving me, and the fact that I had to paper file.”

Me: “No.”

Walk-In Client: “I’ll never come here again!”

I thought, “Please don’t come here again!”

Instead, I directed her to my manager to handle. I didn’t bother to pay attention to the result because [Expected Walk-in] finally arrived and I had my hands full.

Related:
Taxing Taxing, Part 21
Taxing Taxing, Part 20
Taxing Taxing, Part 19
Taxing Taxing, Part 18
Taxing Taxing, Part 17