Transparency, choice and transformation – building the new Block.

Fifteen months into my tenure, and almost halfway through my second tax season, I’ve been reflecting a lot on how far we’ve come and what still lies ahead. I’m a naturally restless and future-focused person, but I also know how important it is to pause, learn and express gratitude to the associates and clients who are with us on this journey to build the new H&R Block.

Transparency is key to trust and relationships.

I believe people do their best when they know the truth, and I work constantly to model an open, clear and transparent style of leadership. Whether it’s walking up and joining a group of associates I don’t know for lunch in our cafeteria, or hosting morning coffee with managers in my office with the open agenda of “what’s on your mind,” or asking the entire senior leadership team to join me on stage at our Town Hall events and conventions for live, unscripted Q&As – we are creating forums and patterns for transparent conversations. No questions are off limits. I want every single person on the team to feel like they know the “what” and “why” for all we are doing. 

Transparency isn’t just for H&R Block associates. Consumers today demand information, and we have taken two bold steps to bring transparency to how we serve our clients:

1. It was the industry standard that a tax professional sat behind a desk, tapping away on the keyboard “doing your taxes.” Today, we have a second screen for our clients, so they can see what’s happening and receive personalized tips and recommendations along the way. This gives every client transparency to where the tax professional is in the process and how the current tax return is unfolding. Plus, clients know what changes to make to have the best tax outcome possible for the next year.
2. This year, we made major changes to pricing – things that no other major, national brand has ever done.

Consumers told us that assisted tax preparation was the only thing they purchased in life and had no idea what they were going to pay until the end. Not knowing the price added even more anxiety to an already stressful topic. Consumers who did their own taxes online told us they felt like pricing was a bait and switch. They start knowing the price but can end up paying something quite different in the end. The tax preparation industry overall was guilty of this practice!

Upfront, transparent pricing is a major innovation from H&R Block. Consumers who come to one of our offices can know the price before they begin with a tax pro in three easy steps. Online, we’re the only company to offer Price Preview so if your price changes for any reason, you’ll know how much and why. Our goal is simple: We want to remove the mystery and anxiety about pricing – no surprises, no hidden fees.

Trust and relationships are the essential bond for our business. I am overwhelmed with the positive feedback on the pricing changes we are receiving from clients and our tax professionals who serve them. Transparency is key.

People expect and deserve the right choices to be served on their terms.

In addition to taxes being stressful, the industry has been stodgy and slow to change. Stressful + stodgy = bad experience!

For most of history, people have been given two choices when it comes to tax preparation: have someone help you or do it yourself. Over time, the do-it-yourself people moved from pen and paper to software or online tools. Most people know H&R Block as a physical place… after all, we have nearly 10,000 locations across the U.S. What people are beginning to discover is that we offer more ways to get tax help than any other company, and thanks to incredible innovation, we are introducing more new products than any single year in our history.

• Come to an office and sit with a tax pro

For the tens of millions of people who want in-person expertise, sitting with a tax pro in an H&R Block office is the best option. On average, our tax pros have 11 years of experience with H&R Block and at least 30 hours of training every year on the tax code.

• Drop off your documents and approve online

Most of America lives within five miles of an H&R Block office. For millions of people, the most convenient way to get expertise is to drop off your documents, and we’ll let you know when your return is complete. You can approve online, and we file it for you.

• Digitally upload your documents, and let us do all the work

H&R Block is the only company to offer complete digital assisted tax preparation. We call it Tax Pro Go. Upload your documents to a secure portal, be matched to a tax pro based on your needs, and let us do all the work. It’s that simple.

• Have a tax pro review your work to ensure the best outcome

We know online DIY filers have basic confidence in doing taxes themselves but also tell us they are afraid they’re making mistakes. If this sounds familiar, Tax Pro Review is for you. Before you file, have a tax pro review your work digitally. Nothing feels better than knowing you got all you deserve.

• Get on-demand access for questions you may have

Maybe you just have some questions. With Ask A Tax Pro, you get on-demand and unlimited access to chat with a tax pro. You can even share your screen to get detailed help.

• Use our award-winning online product to do taxes yourself

More and more people are realizing there is more than one choice for online tax preparation. PC Magazine just named H&R Block the top honor of Editor’s Choice for online tax preparation. And recently, The Wirecutter, a Division of the New York Times Company, named H&R Block the best FREE product.

We are establishing a new expectation for consumers to have more choices for tax help. We are creating new products to serve people better and faster than we ever have before.

We are building the new Block.

Transforming an icon like H&R Block is hard work, and we have the advantage of a strong foundation – a trusted brand, strong financials, and associates, franchisees and tax professionals willing to do what it takes to improve our relevance and serve more people, better.

As a team, we have committed to five strategic pillars that will guide our work over time:

1. Elevate our Talent and Culture
2. Own a Sustainable Brand Position
3. Win on Customer Experience
4. Build Operational Excellence
5. Invest for the Long Term

And all of this is grounded by a very clear sense of why we are here, our Purpose – To provide help and inspire confidence in our clients and communities everywhere.

I’m honored to lead this team and I am incredibly proud of what we are accomplishing together. The first 15 months have been exhilarating and I'm grateful for our franchisees, tax professionals and associates who are so committed to doing the right thing.

#blockpride #bettertogether #blockhasyourback