Timely Responses
Our #1 Accountability is timely responses to customer communication. Everyone says this is important, so we created operating processes dedicated to systematic execution.
WE OFFER
Timely Return Delivery
When it is tax time, our customers want their return completed timely so they can focus their attention on what they do best (anything but taxes). By only serving individual taxpayers we remove other priorities (business customers) that impact individual tax return satisfaction.
Answered Questions
In the land of CPA shortages and minimum service fees, many firms don't "answer questions" at certain service levels. We believe that customer understanding is a key to a Raving Fan experience at all levels. Questions are handled with the same Service Guarantee as all other communications.
"Customers have needs beyond the need of the company's product... People need to feel that they're important and that what they do, think, and say truly matters."
- Raving Fans by Ken Blanchard and Sheldon M. Bowles
OUR PRACTICE
Practice & Experience
With over 40 years of collective experience, our team has advanced technical knowledge and our expertise rivals that of National CPA firm partners. During our combined 25 years at "traditional CPA firms" we experienced the "business problem" of individual tax returns. i.e. business customers requiring more than 100% of the CPA's capacity, leaving individual customers with slow communication and delivery timelines. Both CPA's and Customers feel this problem each year.
One day, while discussing the EOS© Process element with a customer, the solution to the individual return "business problem" hit us like lightning and we developed the Vision and Customer Experience Model that became Sixth Avenue Advisors.
Developing the EOS © V/TO for Sixth Avenue Advisors provides every employee absolute clarity of our reason for being, the values we live by, our target customer, and our process for serving our target customer. This clarity, paired with our leaderships commitment to "scare people with sincerity", ensures that we have the right people, in the right seats, and everyone is rowing the same direction. Importantly, our commitment to saying no to any customer who is not an individual enables our ability to solve the individual tax return "business problem". Our team knows their accountabilities and are each committed to our Service Guarantee: Respond to all communications by the end of the next business day.
TESTIMONIALS
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— Jason Strauss —
CEO of ML Associates