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Client conflict became a catalyst for clearer boundaries, better processes, and a more scalable virtual practice.

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The Disruptors
With Liz Farr

When Nayo Carter-Gray, founder of 1st Step Accounting, received a one-star Google review from a challenging client, she realized the crucial value of the boundaries she had established for clients. An email issue on the client’s end made the client think the firm was ignoring him when the reality was that he simply wasn’t receiving the firm’s correspondence.  

CPA TRENDLINES CELEBRATES:The 100th Episode of The Disruptors

MORE STREAMING: Hartman: Upwork to “40 Under 40” in 3 Years | Telka: Transform Fear into Fuel | Woodard: Move Past Reports; Deliver Results | Baker: Find True Purpose to End Burnout | Brolin: The W.I.N. Leadership Formula | Gertrudes: How EOS & “Unreasonable Hospitality” Reshaped GrowthLab | Vilms: The Power of People in a Tech-Driven World | Dickerson: From Diagnosis to Disruption | Kapilovich: Treat People Like People | Martha Yasso: From Wall Street to Main Street | Jackie Meyer: Tax Plans in 90 Seconds? Believe It  | Erica Goode: Build a $200K Firm in 15hrs/Week | Randy Crabtree: Live at the Intersection of Passion & Skill |McClelland and Telka: Women Ready to Rewrite the Rules of Accounting | Jacob Schroeder: AI Won’t Replace Accountants—But It Will Reveal Who’s Replaceable | Ditching Corporate America: The Bold Story Behind PBS Accounting’s Rapid Rise | Jean Zick: Happy Team = Happy Clients | Breslin & Greathead: Be a Client Advocate |

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A happy ending came when the client took that one-star review down after Carter-Gray laid out “a timeline of events of how he didn’t follow the process from start to finish,” she recalls. “It just led to us realizing that we put these boundaries in place for a reason, and now I’m looking at the entire process that we have to make sure that our existing clients know these boundaries and why they’re important.” 

Carter-Gray’s firm uses a framework of three core elements to establish boundaries with clients.

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Celerity’s founder turned a side-hustle into a fast-growing success.

This is a preview. The complete 1-hour video episode, with commentary and transcript, is first available exclusively to PRO Members | Go PRO here

Sponsored by The Small Office / Home Office Cyber Protection Plan – Learn more here

Subscribe to CPA Trendlines podcasts anywhere: Apple, Google/YouTube, Spotify, iHeart, Deezer, Amazon Music, Audible, Player FM, Audacy, RSS

The Disruptors
With Liz Farr

Tailor Hartman didn’t start Celerity Accounting with a grand plan. The initial goal was to make enough from an accounting side gig to pay down his student loans while he worked full-time as an assistant controller. He found his first clients in an unorthodox place – Upwork.

“I started going on [Upwork] to find cleanup gigs, you know, quick cleanup gigs for like 30, 40 bucks an hour in QuickBooks or maybe even NetSuite,” he shares.  

CPA TRENDLINES CELEBRATES:The 100th Episode of The Disruptors

MORE STREAMING: Telka: Transform Fear into Fuel | Woodard: Move Past Reports; Deliver Results | Baker: Find True Purpose to End Burnout | Brolin: The W.I.N. Leadership Formula | Gertrudes: How EOS & “Unreasonable Hospitality” Reshaped GrowthLab | Vilms: The Power of People in a Tech-Driven World | Dickerson: From Diagnosis to Disruption | Kapilovich: Treat People Like People | Martha Yasso: From Wall Street to Main Street | Jackie Meyer: Tax Plans in 90 Seconds? Believe It  | Erica Goode: Build a $200K Firm in 15hrs/Week | Randy Crabtree: Live at the Intersection of Passion & Skill |McClelland and Telka: Women Ready to Rewrite the Rules of Accounting | Jacob Schroeder: AI Won’t Replace Accountants—But It Will Reveal Who’s Replaceable | Ditching Corporate America: The Bold Story Behind PBS Accounting’s Rapid Rise | Jean Zick: Happy Team = Happy Clients | Breslin & Greathead: Be a Client Advocate |

 Exclusively for PRO Members. Log in here or upgrade to PRO today.

Those cleanup gigs turned into monthly accounting. “I ended up getting enough clients where I could quit my job within three months… which is pretty crazy.” As a testament to Celerity’s excellent service, those early clients remain loyal today.

“We still have all of my existing Upwork clients, which is crazy.”  

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