As tax season concludes, firms have a valuable opportunity to reflect before diving into new projects or well-earned downtime. A post-season review isn’t just a best practice—it’s a strategic exercise to improve performance, enhance client service, and strengthen internal operations.
Here’s a structured checklist to guide your retrospective:
1. Performance Recap: Did We Deliver?
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Turnaround Time: Were deadlines met without compromising quality?
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Client Satisfaction: Did clients feel supported and well-informed?
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Team Growth: Who stood out? Where are additional training or resources needed?
2. Preparation Process: Laying the Groundwork
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Technology Use: Were scanning tools and workflow systems effective?
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Preparer Assignments: Were returns matched to skill level?
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Training Access: Did staff have support for complex questions?
3. Review Phase: Beyond Error-Checking
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Efficiency: Was review time proportionate to the complexity of returns?
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Feedback Loop: How quickly were issues resolved and sent back?
4. Administrative Support: Operational Backbone
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System Entry & Filing: Was admin turnaround timely and accurate?
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Shift Coverage: Were staggered shifts used to manage workload peaks?
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Orientation: Was the admin team trained to handle seasonal demands?
5. Staffing & Scheduling: Right Roles, Right Returns
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Staff Allocation: Was continuity maintained for returning clients?
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Workload Balance: Were assignments fairly distributed?
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Error Trends: Were issues tied to fatigue, onboarding, or gaps in training?
6. Reducing Errors: Process, Not Just People
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Checklist Compliance: Were internal quality checks consistently followed?
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Error Response: Were recurring issues addressed at the source?
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Training Gaps: Were mistakes due to oversight or unclear procedures?
7. Client Communication: Building Trust
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Proactive Outreach: Were major updates delivered personally?
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Timely Follow-Up: How quickly were document requests addressed?
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Portal Experience: Was the client interface intuitive and reliable?
8. Partner Involvement: Leadership in Motion
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Visibility: Were partners accessible and engaged?
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Support Role: Did they help resolve bottlenecks or contribute to them?
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Strategic Input: Was partner involvement aligned with firm priorities?
9. Seasonality Management: Planning for Pressure
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Overtime Strategy: Was workload managed without burnout?
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Intern Performance: Who stands out for potential long-term roles?
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Deadline Flow: Were staggered deadlines used to reduce bottlenecks?
10. Marketing & Client Retention: Extend the Relationship
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Post-Season Follow-Up: Were additional services promoted (e.g., financial planning, entity restructuring)?
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Client Retention: Did any clients drop off, and why?
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Value Communication: Are clients aware of the firm’s full offerings?
Final Thoughts: Use the Past to Power the Future
Tax season provides a wealth of insight. A structured review helps transform that insight into smarter systems, stronger teams, and better client outcomes. The effort you put into reflection now sets the tone for next year’s success.