Introduction: the hidden cost of missed calls

During tax season, phone calls are constant and relentless. Between scheduling appointments, answering quick tax questions and handling client follow-ups, your staff can’t possibly answer every call. But what happens to the calls that go unanswered?

Too often, they become missed opportunities. Clients may not leave a voicemail. Prospective clients might hang up and call the next preparer on their list. Even loyal, returning clients may feel frustrated if they can’t connect when they need help most.

The reality is that missed calls aren’t just inconvenient; they represent lost revenue and can erode client trust. But here’s the good news: With the right systems in place, missed calls don’t have to mean missed business. In fact, they can become a powerful way to demonstrate responsiveness and strengthen client relationships.

Why voicemail isn’t enough anymore

For decades, voicemail was the safety net for missed calls. But consumer behavior has changed. Today:

• Most people no longer leave voicemails unless absolutely necessary.
• Many clients, especially younger ones, expect faster responses.
• A competitor’s website or online ad is only one click away if their call goes unanswered.

Relying solely on voicemail means accepting that a portion of your calls and potential clients will slip through the cracks. In an era where convenience and speed drive decisions, a missed call can easily translate to a lost client.

Converting missed calls into client touchpoints

The solution isn’t hiring more front-desk staff or working longer hours. Instead, tax professionals can use simple, automated tools to follow up on missed calls immediately. The most effective method? Text messaging.

Here’s how it works:

• If a call is not answered, an automatic text message is sent to the client within seconds.
• That text provides an immediate next step, such as:
  • “Thanks for calling [practice name]. We’re helping other clients but will return your call soon.”
  • “Want to skip the wait? Use this link to schedule your appointment online [Link].”
  • “Need to upload a document? Here’s our secure portal.”
  • Or even: “Thanks for calling! Please reply here and tell us what we can help with.”

That last option is particularly powerful, since it encourages clients to shift the conversation into text, a channel that is faster, more efficient and easier for staff to manage than lengthy back-and-forth phone calls.

Looking ahead, even smarter tools are emerging to make these messages more personal. For example, AI can categorize the topic of a voicemail (whether it’s about a tax refund, an appointment request or another concern) and tailor the automated response accordingly. A client who has left a voicemail about their refund could receive a text back that says: “I’ve received your message about your refund question and will follow up shortly.”

These kinds of AI-driven enhancements are still evolving, but they show how practices can combine automation with personalization to reassure clients and save valuable staff time. Textellent’s Integrations add-on offers the ability to integrate all the popular AI tools into your workflow to achieve this.

Why following up immediately matters

1. Client satisfaction

Nobody likes being ignored. A quick, professional message shows clients that you value their time. So, even if you can’t answer right away, they know their call mattered and that you’ll follow up.

2. Fewer no-shows

When your missed call text includes a scheduling or rescheduling link, clients are less likely to forget their appointment or move on to a competitor. They can act right away rather than waiting for a call back. This keeps your calendar full and predictable.

3. Stronger retention rates

Responsiveness makes clients feel supported, and clients who feel supported are more likely to return year after year.

4. Capturing new business

A prospect calling for the first time may never leave a voicemail, but if they receive an immediate text offering help, your firm looks modern, attentive and client-focused. That alone can be enough to win their business over a competitor.

Practical tips for tax professionals

Implementing a missed-call strategy doesn’t have to be complicated. Here are four steps to get started:

1. Keep messages short and professional: Use a friendly but concise tone: thank the caller, let them know you’ll be in touch and offer a clear next step.
2. Offer multiple options: Don’t assume every client or prospect wants the same thing. Provide a call-back assurance, a self-scheduling link and, when appropriate, a portal link for document upload.
3. Brand your communication: Clients should know the message is coming directly from your firm. Include your business name and keep wording consistent with your practice’s voice.
4. Track and adjust: Monitor how many missed calls convert into scheduled appointments or completed uploads. Tracking results helps you refine messages for maximum impact.
5. Connect a tool like Textellent to your office’s VoIP system so clients receive an immediate text whenever a call is missed.

Conclusion: missed calls as a growth lever

Missed calls are inevitable during tax season, but lost revenue doesn’t have to be. Tax professionals can turn what used to be a weak spot into a strength by replacing voicemail with timely, automated responses.

Every unanswered call becomes an opportunity to demonstrate attentiveness, keep clients engaged, and even win new business. Responsiveness is no longer optional, but it’s a competitive advantage.

Want to learn more about automating client communication? Explore how Textellent helps tax professionals respond faster, reduce no-shows and build lasting client relationships.

The IRS released a draft of the 2026 Form W-4, Employee’s Withholding Certificate, reflecting major changes prompted by the One Big Beautiful Bill Act (OBBBA). These updates will reshape how withholding is calculated and applied in payroll; early insight is your best tool to stay ahead.

A longer, more complex W-4

The draft 2026 W-4 spans five pages, with three being fillable, demonstrating the level of detail the IRS is asking from employees. Several steps are reorganized, while others see significant enhancements. The draft is for informational purposes only and cannot be used for actual withholding at this time.

Clear changes for 2026 include:

Step 3, Claim Dependent and Other Credits, is now clearly labeled Line 3(a) and Line 3(b). The amount for the child tax credit is currently blank, to reflect OBBBA’s increase from $2,000 to $2,200 per qualifying child.

Step 4, Other Adjustments, removes the “Optional” label. The draft now states that skipping Step 4(b) means withholding will default to standard deduction amounts.

A new deductions worksheet for Step 4(b) stretches across a full page with 15 lines, including new entries tied to OBBBA’s no tax on overtime and no tax on tips provisions, among others.

Under Step 4, an exemption checkbox appears, replacing the old method where employees wrote “Exempt” by hand. The checkbox includes certification language and a reminder to submit a new W-4 for 2027.

New deduction options for tips, overtime and more

The draft also introduces new deduction categories that employees can use to refine their withholding. These include:

• Qualified tips, up to $25,000
• Qualified overtime compensation, up to $12,500, or $25,000 if married filing jointly
• Qualified passenger vehicle loan interest, up to $10,000
• An enhanced deduction for seniors age 65 and older, with separate lines for taxpayers and spouses

These new deductions are added to familiar ones like medical expenses, mortgage interest, charitable contributions, state and local taxes and student loan interest. The expanded worksheet is designed to weave OBBBA’s provisions into standardized withholding decisions.

Why the new W-4 matters in your practice

For clients with tips, overtime, new auto loans or those who qualify for the senior deduction, the draft provides a clear way to match payroll withholding actual tax liability. That can reduce surprises at filing time and lower the risk of underpayment penalties. Payroll systems and HR platforms will need adjustments to handle the new fields.

These changes apply starting in 2026. That means now is the time to prepare by collecting details from clients about tip income, overtime and car loan interest, so they are ready when the final form and withholding tables are published.

How you can get ahead of the W-4 changes

• Review the draft now with your staff and payroll partners. Learn where the new lines are and how they fit into your workflow.
• Run a gap analysis of your current process to identify any necessary changes for tips, overtime, car loan interest and senior deductions.
• Communicate early with clients most affected by these changes, especially those in service industries or with variable overtime.
• Stay alert for the final version and updated withholding tables, as the draft is only a preview.

Next moves

The draft 2026 W-4 reflects how OBBBA is reshaping withholding, deductions and credits, and it underscores how personalized tax compliance has become. Withholding is no longer a static process, but a dynamic one tailored to individual circumstances. Tax pros should also review the recently released draft form W-4P, Withholding Certificate for Periodic Pension or Annuity Payments, to calculate withholding for clients who have pension and annuity income sources. Updates clarify how to handle multiple sources of income and expand the Deductions Worksheet to include qualified tips, qualified overtime, passenger vehicle loan interest, student loan interest, IRA deductions and the senior deduction.

For tax professionals, this is an opportunity to add value. Your guidance will help clients understand the new deductions, make proactive adjustments and ensure payroll systems stay compliant. The sooner you prepare, the smoother 2026 will be.

Tax professionals who serve rural communities now have fresh opportunities to guide clients into new investment incentives. With the release of Notice 2025-50, the Treasury Department and IRS clarified rules under the One Big Beautiful Bill Act (OBBBA) for qualified opportunity zone (QOZ) investments in rural areas, now referred to as qualified rural opportunity zones (QROZs).

Here’s why this matters: For the first time, we have a clear federal definition of “rural area” for QOZ purposes, along with a new, more achievable substantial improvement test for properties located in those areas. This means practitioners have brand new ways to help clients access tax benefits tied to community development.

How is a rural area defined for QROZs?

Under the OBBBA rules, an area is considered rural if:

• It’s not a city or town with a population greater than 50,000, and
• It’s not part of an urbanized area contiguous or adjacent to such a city or town.

Put simply, most smaller towns and their surrounding areas qualify as QROZs. This definition removes the uncertainty that previously stalled investment discussions, giving practitioners a clear test for whether clients’ property is eligible.

Practice note: The population thresholds for rural areas are tied to census data. However, some areas on the “edge” of larger cities may appear to qualify but might be too close to a larger urban center, disqualifying them. Since the “adjacent urban area” rule can be a bit tricky, it’s important that practitioners confirm eligibility by checking if the property meets the official rural area definition before advising clients. This ensures the property truly qualifies as part of a QROZ under the new rules, as the definition may vary depending on specific geographic boundaries and census data updates.

For more background on the evolution of these rules, see Notice 2018-48, which originally listed the QOZ designations.

Substantial improvement threshold now lowered for QROZs

Originally, to qualify as “substantially improved,” an existing building in a QOZ had to receive improvements that exceeded 100% of its adjusted basis (excluding land). For example, if a fund acquired a building with a $400,000 basis, it had to spend more than $400,000 on improvements.

Under the new rural rules for QROZs:

• That threshold is cut in half; improvements need only exceed 50% of adjusted basis.
  • Using the same example: for a $400,000 building in a QROZ, only $200,000 of improvements are needed to qualify.
• This lower bar makes rehabilitation and renovation of older rural properties much more feasible.

Here’s a quick comparison:

Test	Standard QOZ (Old Rule)	QROZ (New Rule)
Improvement threshold	>100% of adjusted basis	>50% of adjusted basis
Example (basis = $400,000)	Must invest >$400,000	Must invest >$200,000

Practice note: The rule still excludes land from the basis, and improvements must be made within the required time frame (generally 30 months). Regular maintenance (e.g., routine repairs, painting or standard upkeep) does not qualify as an improvement under the substantial improvement test.

How QROZs open opportunities for your clients

Many small businesses, farms and entrepreneurs in rural towns may not realize they now qualify for QOZ incentives in QROZs. These rules give practitioners a tool to bring immediate value:

• Educate clients who own or plan to buy property in rural opportunity zones.
• Evaluate projects that previously didn’t meet the substantial improvement test but may qualify under the new rules.
• Guide investors by identifying eligible QROZ properties, helping them navigate the improved substantial improvement thresholds, and advising on the best ways to maximize tax savings through community-focused projects, such as revitalizing existing properties or developing new businesses in rural areas.

Fresh QROZ action steps for practitioners

1. Review your client list for businesses or individuals with rural property holdings.
2. Check property locations against the updated rural definition to confirm eligibility.
3. Discuss renovations or expansions with clients who may now pass the substantial improvement test at a lower cost.
4. Monitor state-level incentives, since some states may follow the federal lead with their own rural programs.

Further QROZ client discussion points

This guidance opens doors for new conversations. If you work with clients in construction, farming, hospitality or main street retail, now is the time to ask whether they’ve considered reinvesting in their community through a rural QOZ (or QROZ) project. Even modest upgrades, like renovating an older building into mixed-use space or expanding a family-owned business facility, may now qualify under the 50% improvement threshold.

The OBBBA also introduced the qualified rural opportunity fund (QROF), which functions like a traditional QOZ fund but specifically targets rural investments. This means investors can pool resources and still receive enhanced tax benefits, making rural projects more competitive.

By identifying eligible clients early, you help them unlock tax savings and position yourself as their go-to advisor for a brand-new incentive that many practitioners have yet to explore.

QROZ Notice 2025-50 recap

This is a first-of-its-kind development for rural QOZ investments. With clear definitions and a lower improvement threshold, practitioners now have fresh tools to help clients maximize benefits and spur economic growth in underserved areas.

Stay ahead of the curve. NATP members get timely updates, practical education and resources to guide clients through new tax developments like this one. Join NATP today and turn opportunity into advantage for your practice.

For additional details, view the official IRS releases:

• Treasury, IRS provide guidance for Opportunity Zone investments in rural areas
• Notice 2025-50 full text
• Notice 2018-48 original QOZ designation list