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By Scott Fleszar

Your firm may have had a false sense of security about how easily and quickly you could shift operations to all staff working outside the office and all client service being conducted remotely. But the coronavirus pandemic presented a multitude of both health and economic challenges that forced firms to adapt quickly.

The question is, did all the time and effort you spent set your firm up for success long-term or is it just getting you through short-term challenges? According to a 2021 Deloitte survey, a majority of business executives expect business disruptions – such as health care and disease prevention, gaps in education, skills and training, and systemic racial or sexist bias – to continue throughout the decade.

With some of the dust beginning to settle from the pandemic, here are key takeaways from the past year’s disruptions to help you create a risk management plan that will leave your firm more resilient, more productive, and nimbler when faced with future challenges.

Firm Resilience Starts with Preparation

If the economic climate of the past year has taught us anything, it’s that you can never be too prepared. For the health of your firm and your employees, it’s important to implement a process for shifting workload and environments if the need arises. Documenting and communicating what triggers a change, the timeframe of the shift, and how it affects staff will alleviate anxiety and help your firm leap into action without missing a beat.

Additionally, firms that invest in technology and systems for remote work now will have more time to get employees comfortable working in that environment. Implementing solutions that automate the manual, tedious work that happens at the office can lighten the workload while giving staff practice with working digitally. Plus, giving staff the flexibility to work remotely on a limited basis means that when faced with an unexpected disruption, the shift to working remotely will be seamless.

Another area to consider in your risk management plan is how to diversify your firm’s revenue stream. While the old saying goes, “The only things certain in life are death and taxes,” diversifying your firm’s services beyond tax preparation and other tier-one services can help ensure that the future looks bright.

Technology, Plans, and Processes, Oh My!

Widely adopted platforms like Zoom have gone from a little-known business tool to a cultural phenomenon over the past year. Tools that allow teams to thrive in a world where they can’t go into the office (and may not return for some time) are essential.

Solutions for client communication, tax return assembly and delivery, and collecting e-signatures take the stress out of the work that needs to continue. In our world, tax preparers still need to assemble and prepare returns, and their clients still need to review and sign off on them. SafeSend Returns is one solution that can help you make it happen.

For clients, the cloud has always promised to deliver a “work from anywhere, at any time” opportunity. In today’s climate, that promise is more desirable than ever. Your clients are not just working from home for a few spare hours on the weekend; they’re turning their homes into workspaces and, as such, have new, higher expectations from their own service providers.

Staying Flexible and Adaptable

Having a plan on paper and technology in place is one thing, but how do you prepare your workforce mentally for disruptions? Communication is more important than ever to reduce the instances of staff getting caught off-guard and experiencing stress as a result of the unexpected. The most critical trait for future employees will be a demonstrated ability to be flexible and adaptable.

Lead Your Team with Trust

If and when a disruption happens to your normal business practices and employees shift to a remote environment, it’s important to continue to encourage and support them. Don’t let “out of sight, out of mind” become the mantra. Good communication through casual team chats via video conferencing or a fun instant messenger channel can keep things light and social.

As business decisions are made with regard to how the team is working, it is also important to share information often and remain transparent. Again, minimizing surprises can also mitigate stress.

Firm leadership should keep in mind that it’s not always easy to work from home. Keep your team strong and focused on the positive. Encourage collaboration and a feeling of connection by hosting team-building activities and acknowledging the best efforts of individual team members. Eliminate internal silos and invest in technologies that promote working together. The right kind of team spirit and support helps build trust among peers.

Demonstrate a Responsibility to People Before Profit

In times of crisis and extreme change, looking beyond the bottom line and toward the needs of your firm’s employees and customers – as well as the community and the planet in general – creates goodwill. Responsible firms inspire loyalty in their employees and clients and cultivate a community that others want to take part in. Prioritize mental health, wellness, diversity, inclusion, and equality. What you put out into the world will come back to you.

In conclusion, the crisis of yesterday has become the normal of today. Setting your firm up for success with a risk management plan and forward-thinking processes and technology is essential. Many firms and tax practices may see working remotely with staff and clients as a new best practice. As client expectations evolve, leveraging technology to deliver a great experience could quickly become a requirement.

Learn more from SafeSend by downloading the free white paper, New Normal to Best Practice.

Scott Fleszar is chief executive officer at SafeSend in the Detroit metropolitan area. He can be reached at scott.fleszar@safesend.com.

SafeSend’s mission is to automate the tax and accounting profession with innovative, emerging technologies that help practitioners work more efficiently and serve their clients better. SafeSend offers several foundational technology solutions for the tax and accounting profession. Visit safesend.com to learn more about our digital solutions.

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