“Leaders should model respect, not just expect it.”
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Accounting ARC
With Liz Mason, Byron Patrick, and Donny Shimamoto
Center for Accounting Transformation
In the age of digital disruption and hybrid work, professional etiquette often feels like an afterthought. But in the latest episode of Accounting ARC, hosts Liz Mason, CPA; Donny Shimamoto, CPA.CITP, CGMA; and Byron Patrick, CPA.CITP, CGMA, argue the opposite: manners are more relevant—and strategic—than ever.
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“Manners make a difference,” says Patrick, CEO of VERIFYiQ and co-founder of TB Academy. “They impact hiring, client service, team dynamics—everything.”
The episode begins with Patrick recounting a recent email exchange where responses ranged from gracious gratitude to cold indifference. It sparked a broader conversation on how something as simple as saying “thank you” can influence relationships and reputation.
Mason, CEO of High Rock Accounting, notes that leaders must model the behavior they wish to see. “If you’re not showing appreciation as a leader, don’t expect your team to,” she says.
Shimamoto, founder and managing director of IntrapriseTechKnowlogies LLC and founder and inspiration architect for the Center for Accounting Transformation, adds that manners extend into internal communications. For example, his firm uses software to track peer appreciation. “It’s a way to visualize gratitude and reinforce a positive culture,” he explains.
Mason emphasizes the importance of cultural sensitivity. “How you communicate should change depending on who you’re talking to and where they’re from,” she says, referencing her experience working with clients across different regions and countries.
Patrick notes that even a dinner meeting can reveal someone’s true character. “Watch how they treat the wait staff,” he says. “That tells you everything about their attitude toward people.”
From Slack channels to emoji reactions, modern tools bring new challenges and opportunities for professional etiquette. Mason highlights the misuse of ellipses and caps lock in emails. “What you think is normal might be anxiety-inducing for someone else,” she cautions.
Despite generational and regional differences, the message is clear: Good manners are good for business. And bad manners? They might be costing you clients, respect, and team morale.
“Courtesy is a small thing that makes a big impact,” Patrick says. “And it costs you nothing.”
10 Key Takeaways
- Appreciation builds trust in both personal and professional relationships.
- Manners should come from all levels—not just subordinates.
- Culture and geography influence what’s considered polite.
- Etiquette in digital platforms (email, Teams, Slack) is critical and evolving.
- Emojis can help reduce misinterpretation and add warmth.
- Leaders must model the behavior they want to see.
- Interview thank-you notes still matter—even digital ones.
- How someone treats restaurant staff says a lot about them.
- Workplace culture can be shifted by consistently modeling kindness.
- “Killing them with kindness” still works—sometimes even with clipboard-carrying culture killers.