Dear Roze:

Management thinks I'm overreacting, but I can't stand the behavior of one of the clients assigned to me. I'm a CPA and as everyone knows, this time of year is crazy for those of us who make a living preparing tax returns. This client not only waited to the last minute to give me all the information I needed to complete his return, but he was also very negative and high strung. My boss and the other managers in the firm didn't think it was a big deal. They said he was just dramatic, but I'm the one who had to work with him. Even some of my colleagues complained about his loud rants. When he met with me, his face would turn beet red and he cursed up a storm. I told management everything he said and how uncomfortable he made me feel. I even told them we should drop him, but all management cares about is the money we make from preparing his return. Is there anything else I can do?

Uncomfortable with client's behavior

Dear Uncomfortable with client's behavior:

Without question, tax season is very stressful for tax preparers and taxpayers. If this person is going to remain a client with your firm, I do not think it is unreasonable for you to request he be assigned to another tax preparer. Your email said you have spoken to your management about his behavior. If you have not already done so, document it all and provide this written documentation to them when you ask (also in writing) for someone else to work with this client in the future.

Dear Readers:

The following is one of the many positive customer service experiences you recently shared with me:

Dear Roze:

For the past seven years, I have only received excellent service from the Griffin Motor Company Buick GMC in Charlotte, NC. They always go above and beyond. I'm never treated like I'm just another customer; I'm treated as if I'm their only customer. And I must point out I didn't purchase my car from them; I purchased it before I moved to NC.

Most recently, I called my service representative, Richard Oskey, to request an appointment for an oil change and replacement of my struts. I wanted to come in within a couple of hours from the time I placed the call, and Richard had no problem with it. He also saved me money that day. While there, he discovered I needed to fix something else on my car, which would require I bring the car back the following week. Because of his discovery, Richard told me I should only replace the struts and wait to do the oil change because he would have to drain the oil and replace it when I returned next week for this other repair. I have no doubt other dealerships' service departments would have let me get the oil change and then informed when I came back for the other repair that the oil would have to be changed again.

I will always be appreciative and loyal to Griffin Motor Company!

Forever appreciative

Dear Forever appreciative:

Thanks so much for sharing your experience! I love the customer service you receive from this dealership's service department! It is so heartening to know exceptional customer service is alive and well!

For those of you who may have missed my request in the March 26th column, I asked to hear about your positive customer service experiences. Given the purpose of my advice column, I usually hear about negative situations, but it is always nice to be able to recognize the decent things happening in the workplace. Please continue to send them to me via email at or post on my Facebook page.

copyright 2014 Rozanne R. Worrell

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