One caveat about varying response times

Quick follow-up to yesterday’s email on response times.
(ICYMI.)

Here’s the caveat.

Some of the CPAs I work with love separating response times across Bronze, Silver, and Gold.
They find it incredibly helpful.

It gives them a clear way to prioritize responses during the day or across the week.
It acts as a pressure-release valve when things get busy.
And it makes the work feel more intentional instead of reactive.

Other CPAs I work with?
They hate it.

They’ve tried varying response times and found that it creates too much confusion — especially with staff.

People can’t remember who’s in which bucket.
Questions pile up.
“Does this client get a one-day response or a three-day response?”
And suddenly the system itself becomes friction.

So they choose a single standard instead.
Everyone gets, say, a three-business-day response time.
Simple. Clean. No mental overhead.

Both approaches are valid.

And this part matters:

I am not suggesting that you must use response time as an intangible form of value inside Bronze, Silver, and Gold.

If you don’t like it — for reasons you like — don’t use it.

Full stop.

What I do want you to remember is that response time is a tool.
One option available to you.
One lever you can pull if the benefits outweigh the downsides in your firm.

Tiered pricing isn’t about following rules.
It’s about designing packages that work for you and your clients.

Use the tools that help.
Skip the ones that don’t.

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