“The tax business has historically been a paper business,” Jeff Jones, chief executive of H&R Block, told me recently. The company has introduced digital alternatives, but interestingly, the majority of customers still choose to come into the office and “sit down with a tax pro face-to-face”, he said. Indeed, the preference for interaction in person is so marked that during the early months of Covid-19, when H&R shut some offices, customers kept turning up wanting to speak to human advisers. At those offices that remained open, queues formed. This came as a shock to Jones, who presumed that the pandemic would push most people online.

https://www.ft.com/content/16ad85e4-ba2d-487c-bc91-6f90e934974f