Alison Ball Joins Dawn to Discuss how Liscio Can Help You Achieve Better Communication With Your Clients

February 16, 2022
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Episode Summary

Liscio’s Alison Ball joins Dawn Brolin to discuss how Liscio is your all in one solution for better communication with your clients, a hub to receive important tax documents, and a place to track all your messages and files in one place, all with top-notch cyber security! With more and more practitioners moving their firm to Liscio, listen now to see how they can help you and your clients work better together, and help achieve both of your goals easily and efficiently!

Get to know Alison:

Alison Ball is the Director of Marketing and Influencer Strategy for Liscio, Inc. She is passionate about helping firms to differentiate themselves by providing Client Experience 2.0TM to their clients. Before joining Liscio in August 2020, Alison spent 15 years leading accountant influencer programs at Intuit, and prior to that she was an accountant herself. In her spare time, she grows amazing backyard vegetables and loves hiking in the San Francisco Bay Area. She believes that life is too short to spend it with mean people, and any day she can help someone else be successful is a good day indeed.

What is Liscio?

Alison describes Liscio as “a collaborative environment for you and your team to work together along with your clients.” 

Liscio is an all in one communication platform for tax practitioners that makes communication between them and their clients incredibly easy. With both an app and browser based software, Liscio provides you with a messaging platform to communicate with your clients, and helps keep all the information they share with you in one place. They also make it easy for clients to share their tax documents with you, and even send reminders to your clients when they are behind on sending you important tax information.

Why Email Communication is Not Serving You

Alison and Dawn share their frustration when having to use email to communicate with their clients, and share how they have both been stuck digging through their inboxes to find the one piece of important information. 

When Liscio is implemented, you can completely avoid this, shares Alison. Liscio keeps all your messages and client documents in one portal, so you can access them from any place at any time! No more lost messages, and no more digging or sorting your inbox!

Liscio also offers integrations with your favorite apps such as QuickBooks Online, SmartVault, Adobe Sign, and more!

A Better Work Life Balance

Dawn and Alison share how many clients prefer to text their practitioners for information, rather than through email. Alison talks about how this can be a problem, and how texting can feel very invasive on the practitioner’s end, and make them feel rushed to answer their clients’ questions. 

With Liscio, clients can still have the convenience of contacting their practitioner directly through their phone, and practitioners can know that all of their client’s messages are already sorted, and will be easily accessible during working hours, rather than having to track the messages they receive while at the dinner table.

Learn more at www.liscio.me

 

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Transcript:

Dawn Brolin 0:05
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Hey, everybody, and welcome back to the Designated Motivator, DM Disruption today and our podcast, we’re really excited today to have one of the greatest people I’ve known in the accounting industry for so so long is Alison ball. And many of you know, Alison, Alison is with Liscio, which is an application that is solving for pain points with your clients. And I think the message that Alison I want to bring to you all today is that we as the firm owners, and in the practitioners, and the technicians sometimes need to step back and think about what the client is experiencing. And we love to solve for ourselves because that’s natural, but we really want to make sure we’re keeping the client in the forefront of our mind. And in order to do that, and in order to be successful in that experience, we’ve got to have tools in place to keep that experience positive. So Alison, welcome back. We’ve had you on before, and you’re always a blessing.

Alison Ball 1:28
Thank you, Dawn, it’s just amazing to spend a few minutes here here with you and your audience. I loved how you introduced this this chat that we’re gonna have today, because I think accountants and bookkeepers are so heart led, that you know, because you can’t you join the profession, because you want to help your clients be more successful, right. But somewhere along the line, you know, somewhere along the line and get bogged down in this friction with you and your clients. And I hear people say, you know, well, I, I’d like to fire all my clients, or I, you know, this is the year I’m gonna make, make my clients, you know, get their documents on time. Or, you know, you know, this is the year that I get to do things differently somehow, and then get we never do. And we endure these busy seasons, right? These busier seasons, and the stress mounts and things. And I think the reason I found Licio so incredibly fascinating is that Chris has uncovered a, a solution to a problem that many people just don’t even know exists. And that’s how they’re how they are allowing their clients or how they’re asking their clients to work with their firm in a digital fashion. So that’s what I’m really fascinated about. And that’s what I want to talk about today is how if you nail that, if you remove that friction, how all boats can rise?

Dawn Brolin 2:53
Absolutely. And, and I know obviously, as a practitioner, I hear from let’s say, even new clients that are referred over to us. We’re listening to them as they, you know, well, why did you and I asked the question, I think it’s a great question to ask a new client. Why did you switch to me? Like, why were you looking for another accountant? And I would, I would probably, I could say 85 to 90% is communication. Yeah, there’s a lack of communication. And I just got a new client from New Jersey who was like, you know, you’re in Connecticut, I’m in New Jersey, how are we going to communicate? And that was my biggest problem with my prior account, and I couldn’t get a hold of them. And, and certainly, we can go down the email road, Allison. We can talk about emails, because emails are the death of everybody. Right? And it’s, it’s really wasted time, no value there. And there. They are a standalone type of communication, we need a one face one stop one way to communicate with the clients. And that’s why we chose Liscio, we needed to communicate with the clients. And I and that said this before, they love it. It’s so easy for them to use. They’re all on cell phones. I think I have two clients with Star Trek phones, I call it their the flip, they still may text by hitting, you know, to get to see, to get three times. That’s that’s not the norm. And so I think a lot of times and I know people, oh, well, people aren’t going to want to add another app to their phone. People have a bazillion apps on their phone, they can’t even find half of them. They don’t know to put them in folders and things like that. Right. So that assumption, I think is a challenge for practitioners. Yeah,

Alison Ball 4:31
I think like Well, let’s start with the email thing because I think most people think of email as the best way to communicate. And it certainly is easy in the moment. You can type an email and kind of forget about it. But what you have to understand is what is the downstream effect of that email. So if I send an email, let’s pretend you’re my client. If I send an email to you with a long list of documents and a link to my portal because I want you to send them securely and you get this on you’re probably going to get it on your phone. You are probably nowhere near a scanner. And you’re in, you’re busy, you’re in the middle of your busy day. So what happens to that email, you open it, you go, Oh, Alison wants something, okay. And you immediately close it, you probably mark it unread. And then your day takes over and it goes down, down, down, down, down into the inbox, right? Now, eventually now, okay, then Dawn saying, hey, Alison didn’t send her stuff. Send me another email. Same thing happens. Oh my gosh, don’t you know now Tracy’s asking you “Hey, hey, Dawn, Alison didn’t send her stuff.” So, okay, now you got Tracy on you. So then Tracy starts emailing me. Okay, now Don and Tracy can’t see inside each other’s inboxes. Right? And so then okay, then I answer one of them. One of those emails that got sent, right. And so then I’m, and maybe I’ve got some questions in my email. And so everything is all like, and then there’s no way for your team to see in each other’s inboxes the client gets lost, they lose the string, they can understand what they’re doing. So what Chris created with Liscio, Chris and Sekhar the two co founders is a system of it’s it’s a collaborative environment for you and your team to work together along with your clients. And so what happens is that the client is, you know, at the closest analogy I have done is the way that you work with your online bank. Right? When you go to send a document to your bank, what do you do you just snap the picture, but you send it like your deposit a check, right? Liscio is that easy. So you just so you said maybe clients don’t want to put an app on their phone. Cool thing is they don’t have to just like a bank, they can log into their browser, right? But the magic happens when you bring everybody into that same quiet space. There’s no email, strings, there’s nothing, there’s no waiting through anything, the staff can see everything for that one client. So you and Tracy can see everything that you need from me. And it’s and it’s all like there. And then the system auto reminds if I owe you something, the system auto reminds so magic happens, and I think what’s really interesting is is that people need to walk in their clients shoes to understand what the experience is. And I just don’t think that email and the link to a portal is making anybody’s firm, more efficient, move faster or look good. And so I’m on a mission to change that.

Dawn Brolin 7:33
Absolutely. I wouldn’t even take it a step further. So we’re emails Absolutely, they those numbers, you know, on the daily they start dropping down no matter how much you make it be, you know, tag this to junk email, you don’t want to look at it. I find not only emails which I can’t stand emails more, which even becomes more of a problem. Texting. Oh, now we’ve talked about texting. Oh, yeah. The texting. The texting has turned into email, honestly. Yeah. And people are goosebumps talking about it, but it’s demanding.

Alison Ball 8:07
But it’s demanding, it’s it’s like it’s like it’s like email in your face. It’s like, Oh, my God, I’m gonna get, where’s my camera? I’m gonna get you right here in the face, like poke in the eyes email.

Dawn Brolin 8:17
And you know what? It’s like, okay, you text me. If I’ve read it, you don’t want to read it, the text. And now that text from somebody ends up over the weekend in 20th position. And I’ve replied to them, because I know that like you said, it’s in my face. And they want an instant reply. I go, but what…

Alison Ball 8:36
Which we love being interrupted and family dinners, and yeah, we’d love that. Right.

Dawn Brolin 8:41
Love that. And so, you know, clients expect to be able to text you. And they in so I actually this phone right here, this is my personal cell phone. Now only the special get this phone number, because this is my this is my personal phone, I have a phone in that office over there. That’s the business phone. And that does not come out of the office. That’s for authorization codes, that’s protected from clients. Because and I don’t give this to out to my clients. I have some friends, obviously, our clients by telling them if you text the personal phone number, you have been voted off the island. Oh, can note you’re gone, you’re out of here. So what Liscio will do for you and like like Alison was saying, it only has the important information in there. So you’re not having to, you know, sort through emails or go back to your text and go scrolling and looking for all the work you just promised you would do over the weekend. And you’re you know, now it’s Monday and you’re like, oh, did I text somebody over the weekend it was you know, football, whatever. So when having things in one place, you’re going to minimize that I just call it wasted time.

Alison Ball 9:53
A tremendous amount of wasted time to look for things and to search for things and to look across platforms. And the other thing Don is I don’t know about your clients, but I hear frequently from practitioners that their clients will text them documents, pictures of documents. Now, yes. Now, if you have a client who is texting you, and especially those that are taking photos of documents and attaching them to a text, they’re giving you a really clear message that they want to work with you using their phone. It is the clearest message you could have. So those clients that are texting you, if you move them off text, and you move them on to Liscio, they will be delighted. And your communications with them. And the way that you work together with that client will be elevated 100x And B, it’s so much better, because the client will be like, Okay, I have one place, oh, if I need done, I go here, right here, right here on my phone. And and again, people don’t have to use the phone app, they that’s that’s it’s just like dealing with your bank, you can use the browser or, or your phone. But we’ve found that that is a really big, a really big thing. And then what happens is when you’re getting those documents quickly, and your team is on the same page, and everybody can see what’s happening with that client, all those communications, the documents, the signatures, what else we talked about the tasks, the all the things that have to do with the with the tooing and froing, between your firm and your client. Everyone can can move faster. And your work gets more accurate. And and all these missteps that sometimes happen. Like you never have to worry about a foot refer as a firm owner about being blindsided by something. Because maybe you were out of the loop out of the communication loop because a staff member was dealing with them, and maybe they didn’t deal with them in the right way or, or they said something that wasn’t communicated back to you. And then you had a misstep, you never get those blind sides never happens. Because anybody can go in and review the history of it. Right, of that client?

Dawn Brolin 11:59
Definitely. And I think another kind of component that we don’t I don’t think we really think about all the time is that everything being in that one place, having all the firm have that access, eliminating emails, because people this is one thing that people don’t think about either. And that’s what this whole conversation is about is the client side of it. And on the client side, so many clients, especially if you’re dealing with individual tax clients, they don’t live on their email.

Alison Ball 12:26
No, they’re they’re doing their businesses, right. They’re running their businesses.

Dawn Brolin 12:30
And so you know, we happen to sit at a computer all day. So we have I’ll call it just carte blanche access to emails. But our clients don’t my contractors aren’t going home at night sitting down and reading my email with my questions. But if I text them throughout the day, previously texting them that I get an answer from them right away, I can keep moving in my work with you’re doing that with Liscio and tell them either notifications on by the way, because that those notifications aren’t going to pile up like an email notification.

Alison Ball 13:02
No, they just they just get it they just get a little ping with “Hey, Dawn has a question.” “Oh, Dawn has a question.” *ping ping ping*, and they answer back.

Dawn Brolin 13:09
And that’s, that they so here’s an I think that this is even more powerful than anything else. Right? They know if there is something that comes through, they know that that is their accountant, their tax accountant on a text, they don’t post you on an email, ding, they don’t know it’s you. And they and they get so many of those dings that they don’t care anymore. Where when you when you have one specific application that is specific to your taxes to your business, and direct access to your CPA, they are going to tell everybody about that. Because no one else has you know who else is doing it? Well, hopefully everyone is because everyone gets on Liscio.

Alison Ball 13:51
And we have had so many new firms come to us because clients use Liscio with a different practitioner. So we’ve had bookeepers, we’ve had them use, like for example, let’s say I’m let’s say I’m the client and I’m using Liscio with my bookkeeper. And then I go to my CPA firm and I say “Wait, you don’t use Liscio.” And then the CPA firm says, “Well, what do you mean?” And so and then they show it and then they’re like, oh, so we get so many referrals from the client actually driven from the client, because the clients really love it.

Dawn Brolin 14:21
Absolutely. And that that mindset of, and I think I’ve mentioned this before, I was wanting an app like this, I wanted to develop a powerful accounting app that do this communication with for years, I’ve wanted to do it. And now I’m like, well, guess what, I didn’t have to do it because someone else did. And now I like it.

Alison Ball 14:45
It’s very reasonably priced. And it’s very reasonably priced. So you don’t have to go through all the app development. Yeah. And I think the other thing done just you know, I’m mindful we’re going to be up at time pretty quick, but I I think the other thing is just the security and you touched on it. But the but email is such a scary place. And texting is scary. And you know people have to if you have a PTIN, you’ve you’ve had to fill in your Wisp and say that you have that written information security. Is it plan or protocol plan? I don’t want the P stands for. But you’ve actually verified that you’ve got that in place. And so if you’re using email, then you don’t have it in place.

Dawn Brolin 15:25
Yeah, the PTIN. is actually the preparer tax identification numbers what the PTIN is.

Alison Ball 15:30
With the, with the risk.

Dawn Brolin 15:33
And you’re checking a box, man, when you say, Yeah, I’m secure. I’m good. You know, people say, Well, you know, the IRS is never going to come ask for a copy of your plan. Well, you know what, never say never. Because you know, what they want the IRS right now they need money. And you know, how they’re going to get money by finding people, period. So, you know, be be aware, and and think a little bit more about it. I think that’s what we’ve got to do. We just got to step back for a hot second and say, what are the most important components of my firm? Number one are my clients because without them, I don’t have a firm. And so if they really are in the forefront of your mind, if your clients really are that important to you, then you’re going to want to take the steps that you need to implement in an application, Liscio to communicate with them securely. That because here’s it at the end of the day, they’re not thinking about security, they’re not they don’t think about it at all. They’re like, you know, I have somebody, oh, let me just shoot you an email with my W2. And I’m like, No, it’s like, you’re not thinking how you just want to get it to me. So we have to be at the forefront thinking of the security 100%.

Alison Ball 16:40
Yeah, and well you know, it’s just Liscio just makes it very easy for people to do that. And I think if I wanted to leave one thing with you is it’s just really walk in your clients shoes, when you think about the technology you ask them to use an email is probably causing a lot of hurt and harm in your firm. So rethinking mail for sure.

Dawn Brolin 17:00
Yeah, absolutely. And just think about what you hate it because I totally do. I totally do. Um, you know, everybody wants a clean inbox. Yeah, and including your clients, right, including your clients. So, but yes, Liscio telling you to collect communications, make it seamless, make it easy for people to communicate with you. Because if you don’t, someone else will. And that’s the that’s really the takeaway, just get it together. It’s not hard to implement. This is not like trying to implement some kind of new technology that we don’t even understand. It’s something you’re doing already. Do it in one place and do it with Liscio, period. So Alison, thank you so much. It’s always a pleasure to have you on.

Alison Ball 17:40
Thank you, Dawn!

Dawn Brolin 17:40
Everyone, we will see you on the next DM disruption, we’re going to continue to bring you insights, knowledge, practitioner tips and tricks and all the things that we can help you grow your practice to be more efficient, more effective, and most importantly profitable. Okay, so thanks again. We’ll see you guys all next time

 

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