WELCOME GUIDE
We’re So Pumped You’re Here
Before our partnership really kicks off, take a few minutes to review this Welcome Guide.
We’re in this together.
Partners. Collaborators. Supporters.
So, setting these foundations for ways of working will only help us do our best work with and for you. Trust us, it’s more fun when we stay on our good sides.
How to reach us
Email is preferred. We typically respond within 24-48 hours, excluding Mondays, Fridays, and holidays. This helps us keep track of things, so please make email your default means of communicating with us.
Running late?
Life happens – we get it. Please let us know as far in advance as possible if you’re running behind. Heads up: if you’re more than 10 minutes late, we may need to reschedule. Time is precious; both yours and ours. You may incur additional fees if you are repeatedly late or frequently miss pre-planned meeting times.
* Beyond Bookkeeping
* Beyond Bookkeeping
We do bookkeeping really well. But, we do a hell of a lot more, too. So, if you decide you need a little extra support to operate more effectively, we offer consulting and financial advisory services, QuickBooks training, and an array of business solutions to help you confidently outsource the work, get time back in your days, and optimize your operations for growth and success.
Client Expectations
We know you have high expectations for us! We’re here to meet – and exceed – them. But, in order to have an effective and efficient partnership, BOS has the following expectations of all clients, too:
Scheduling Calls: If a call takes longer than 2 minutes, it must be formally scheduled. Client calls are an additional cost and billed separately.
Passwords: NEVER send passwords to any accounts via email. If they’re requested, call Beckie to convey the information. We take your privacy and account security very seriously.
Two-Factor Authentication: We implement 2FA whenever possible and will NEVER ask you for any sensitive information via email. Further, Beckie would be the ONLY individual to reach out with a request or question regarding your banking.
Communication: We aren’t mind readers (maybe one day!). If you have questions, feedback, or any nagging thoughts, drop us a line. Communication is key, so long as you do it with kindness and respect.
Response Time: We do our best to respond in a timely manner during our office hours (see below). We ask that you do the same.
Urgent Needs: Few things are truly urgent outside of the medical field, but if something comes up, please contact support@balancedofficesolutions.com and clarify your ‘URGENT’ message, as such, in the subject line.
BOS Banking Logins: We are requiring that for all Bank Accounts or PayPal – credit cards are different, please consult with us – a login is set up specifically for Balanced Office Solutions with read-only access. Again, this is precautionary, for the sake of account security. If you have not already set this up, please send us an email to finish the process.
QB Phishing Scams: Please be aware of phishing scams. QuickBooks will NEVER call you to solicit their services. If you receive an email from QuickBooks of this nature, contact BOS before clicking any links or responding.
Deadline Reminders: We’re all adults here! We try to send important reminders throughout the year, but it is NOT our responsibility – which includes submitting, filing, responding to certain items by their due date. You may be subject to late penalty fees for missing and delayed information. If you need support in areas outside of your current SOW, please inquire about our Add-On Services.
Client Portal: We implemented a Client Portal to make our (yes, our!) lives easier. All BOS clients must make use of it. ‘Ask Items’ collect within your Client Portal and incur a late penalty of $150.00 for every 60 days overdue. This portal is for answering questions and submitting documents; it is NOT a place for you to ask questions. Rather, send an email or schedule a call (see above) for that.
When We’re On & Offline
We’ll be working away and available to you from Monday to Thursday, 8:30am - 4:30pm EST. Fridays are our days for deep work without distractions, when we don’t take calls or appointments. And during the summer, we observe Summer Fridays. It’s a slight consolation for the overtime during tax season prior…
Speaking of which, as our industry necessitates, during tax season, we open up additional meeting times whenever possible, so as to be available to our clients when they need us most.
Balanced Office Solutions observes all federal and select state holidays, when we try to disconnect from phone and email. These include: Martin Luther King Jr. Day, Presidents’ Day, Patriots’ Day, Memorial Day, Independence Day (all week), Labor Day, Indigenous Peoples’ Day, Veterans’ Day, Thanksgiving (+ day after), Christmas Eve & Day, New Year’s Eve & Day.
We’re humans, too. And we all need a break every now and then. Whenever we take any additional vacation time outside of holidays, clients will receive a two week heads-up.