Some tax professionals take pride in providing a high level of customer service; you know, keeping things as hands-off for our clients as possible...so to maintain a high client retention rate year-over-year. I am certain that my firm's high % of repeat business and 5-Star Google rating is as much (or more) a result of excellent customer service as it is excellent knowledge of IRC. So, telling a client to "use a voucher" and "burn a postage stamp" just doesn't cut it (unless we have no other option).