Pay Your Taxes and Win!
How to Increase Tax Revenues and Make Taxpayers Happy
Congress, perceptive people that they are, took note of Americans’ negative feelings about the tax collection process in the late 1990s. They determined the problem was that taxpayers felt the IRS was not helpful. Worse, taxpayers felt the IRS was mean to them. Congress could not stand for this situation, and passed the IRS Restructuring and Reform Act of 1998. The intended result was to remake the IRS into a “kinder, gentler” tax collection agency.
Indeed. The IRS changed its rhetoric to reflect its new persona, and its publications now include all types of warm, fuzzy sentiments and exclamation points in sentences that did not end with the words “pay immediately.” Never before had anyone seen the phrase “What a deal!” appear in an IRS document. It was a step in the right direction, but I’m pretty safe in assuming that the American taxpayer doesn’t buy this ham-handed attempt to inspire a higher degree of “voluntary compliance” with the tax code. All the IRS has really done is dress an 800-pound gorilla in a pink tutu. A vicious beast remains so, regardless of how it’s dressed. The result is an unhappy group of IRS agents, seething behind the “customer service” front they have been forced to adopt, and a taxpaying public whose intelligence is being insulted.
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Did You Know?
Harrah's Casinos launched the most comprehensive Player's Club/Comp program in the industry, named Total Rewards, in 1997. In under than a decade, Harrah's has grown to become the largest casino chain in the world, thanks in large part to the success of Total Rewards. Harrah's recently acquired Caesar's Entertainment in a deal worth nearly $10 billion, and now operates 39 casinos worldwide.
Resources
- For an overview of how the highly successful Harrah's Total Rewards program was conceived and built, see the article "Jackpot!" found on www.CIO.com.
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