President & Chief Executive Officer, H&R Block | Board Director | Committee Chair
Thank you Harvard Business Review for asking my perspective on one of the most important (and hardest) topics of leadership. Staying aligned with your Board, thinking long-term, moving with speed, having clarity, being empathetic, etc. - all easy to say and hard to do. https://lnkd.in/g6dt9jSb
Chris Porter
1mo
Dear Jeff,I’m writing to express my frustration and concern regarding the significant errors made by your Erie office on my 2021 and 2022 tax returns. The mistakes have been egregious, including a $300,000 discrepancy on my 2021 return, which required an amendment due to your office's oversight.I have been in contact with the district manager and multiple higher-ups over the past four months, all of whom promised a refund for the errors made. However, despite repeated assurances, I have not received any resolution or even a refund for the amount I paid when my taxes had to be amended.The mistake made by your tax preparer—initially reporting my income as $30,000 instead of the correct $340,000—is not just an error but a breach of the trust I placed in H&R Block. I have been patient, but it appears that everyone involved is now avoiding me, and this situation has become unacceptable.This is my last resort. I strongly urge you to address this matter immediately. The lack of response and accountability from your team is unacceptable, and I expect this to be rectified without further delay. It's imperative that you take action to ensure your employees are competent and that my issue is resolved promptly.
Kendra C.
3mo
Dear Mr. Jeff Jones, I'd like to share feedback, and you've not given access on LinkedIn to contact you directly, so I'll provide it here. My family and I have had a terrible experience with H&R Block, and I'd never encourage anyone to use the services of your company. With genuine attempts to use your services, in over two years and in two countries, your accountants have made repeated, significant errors on our taxes causing us tax penalties that your guarantee says you'll pay - and yet I've learned you don't pay the IRS directly! No - you pay as a reimbursement only after we pay the penalties - from your errors. That is not what your employees or your 100% guarantee led us to believe. Additionally, the customer service has been the worst we've experienced - ignoring us when we reach out for status requests, dragging out processes, forgetting and making errors. We have felt no care and no interest in taking the time to assist us. We are sincerely disappointed and appeal to you to rectify this. In the meantime, we won't be using H&R Block again. Thank you.
Jill Cress
3mo
This was a great read. Slow, slow, fast and the need for great leaders to get results from people they haven’t worked with previously resonated.
Amy Labroo
3mo
Brilliant words from an equally brilliant leader
Melissa Romo
3mo
Fantastic case study with great thoughts from both executive leaders! To “Get great results from people they haven’t worked with previously” what a game changer!
April Garlington
3mo
Great read, love your thoughts on leadership Jeff Jones . Lead with intentionality and making sure you utilize leaders where their strengths are using the "team of team" approach spot on.
Amanda Clark
3mo
Awesome read!
Melissa Shaheen
3mo
smart smart smart Jeff Jones
Anu Gupta
2mo
Great read Jeff Jones. Really resonates.
Director of Experience Strategy at H&R Block
3mo“Great leaders need to be able to get results from people they haven’t worked with previously.”… this statement resonated with me, as our propensity gravitates toward familiarity, which includes great former colleagues and playbooks of the past. Leading (or supporting) new team members also means the opportunity to learn from them. I’m learning so much right now from all the great new talent at Block. Let’s keep climbing together! Thanks for the great perspective Jeff.