Hospitality Can Be So Taxing

By Rick Horowitz

MEMO

TO: IRS DISTRICT SUPERVISORS

FROM: IRS HEADQUARTERS

RE: MAKING NICE TO THE PEOPLE

The recent Senate hearings about certain Internal Revenue Service "abuses" have done major damage to our agency's already-shaky reputation. As you know better than anyone, a system that depends on voluntary compliance can't survive unless all our citizens, regardless of their status or income, are confident that we do our jobs in a fair and an evenhanded manner.

So we have plenty of ground to make up, and not much time to do it. That's where you come in.

As you may have heard by now, each of our 33 district offices will soon be hosting monthly "open houses" to allow taxpayers to meet IRS officials face-to-face and resolve disputes before they get out of hand. These "Problem Solving Days" will begin on Saturday, November 15, and will continue for as long as we think necessary.

We realize that this type of program marks a significant departure for an agency which has never been known for its "customer relations." For many of you, it may even require an adjustment in your own behavior. We can assure you -- those of you, at least, who expect to remain IRS employees -- that it will be well worth the effort. And to help you handle these changes in the most effective manner possible, we've put together this list of helpful suggestions for you and your agents.

* First and foremost, remember that "Attitude is everything." Whatever the particulars of any taxpayer's complaint, everyone who attends an IRS "open house" should be made to feel welcome.

* For that reason, consider hanging a brightly colored welcome sign over the entrance to your building. "The IRS Works for You!" is a positive, upbeat message the public will appreciate. "Show Us the Money!" is not.

* All thumbscrews and bamboo sticks -- even those used for purely decorative purposes -- should be placed in agents' desk drawers at least twenty-four (24) hours before each "open house" begins, and the drawers should remain locked throughout the visiting period. (That's how rumors get started.) Similarly, all rubber hoses should be returned to lawn-maintenance personnel at your earliest convenience.

* When meeting with a visitor, start the conversation on a gracious note. "How can we help you this morning?" creates a feeling of cooperation and teamwork. "Hey Joe, get a load of this one!" strikes a different tone altogether.

* Provide a comfortable gathering place for people to sit while waiting to see an agent. This can be a conference room, a staff lounge or another facility of sufficient size. Under no circumstances, however, should you put visitors in any room labeled "Auditorium" -- the word "Audit" is to be avoided at all costs.

* Are all your light bulbs properly shaded? Naked bulbs create exactly "the wrong impression."

* Refreshments make the time pass more quickly. Offer your visitors refreshments such as coffee and doughnuts. Contrary to past IRS practice, we will not be giving bonuses or promotions to agents who raise the most money by selling these items; in fact, we strongly recommend that you make them available for free. And remember: Those who do eat your doughnuts should not be charged with "failure to report pastry as income."

* Finally, remain calm, no matter what the provocation. This will be an emotional time for many of your visitors; expect the occasional outburst, and don't take it personally. Use conciliatory responses such as: "I'd be upset, too," or "Let me look into that for you," or "I'm sure we can work this out." Avoid responses such as: "Come clean, pond scum!" or "We know where your doggie lives," or "I hear the food is lousy at Leavenworth."

This has been a difficult period for all of us. Working together, though, we can make it through the current turmoil and emerge as a stronger, more professional, more "user-friendly" IRS.

And if that doesn't work, we can always start auditing those senators.

10/3/97