Early in my CPA career, I fell into the trap many of us know too well: measuring success by email response times and completed checklists. It wasn't until a health crisis after my pregnancy that I realized something had to change. Not just for me but for our profession.
To be a truly great accountant, you need more than technical expertise. Our clients don't just want tax returns and financial statements — they're looking for trusted partners who understand their dreams, fears and aspirations. This shift has changed how I approach client relationships, leading me to develop what I call the "
Moving beyond transactions
Those routine client meetings we all know so well? They hold untapped opportunities for meaningful connections. When a client mentions their daughter's college plans during tax planning or shares concerns about their business legacy while reviewing quarterly statements, these moments matter. They're openings to demonstrate genuine care and expertise.
True listening transforms client relationships — not the kind where you're mentally preparing your following response but being fully present. I've learned that a question about cash flow often reveals dreams of expansion. Questions about entity structure frequently stem from deeper concerns about family security.
Simple questions create powerful conversations. "What keeps you up at night about your business?" "Where do you dream of taking your company?" These discussions allow us to impact our clients' success professionally and personally.
Mindful communication builds trust
After years of operating on autopilot, mindfulness transformed my approach to client meetings. Early on, I thought multitasking showed efficiency. Now, with my experience as a CPA and yoga instructor, I've discovered the power of being fully present in client interactions. This can be as simple as closing laptops unless needed, turning off notifications and creating space for genuine dialogue.
When we practice mindful communication, our clients sense the difference. They share more openly about their challenges and aspirations. Recently, during what started as a routine quarterly review, a business owner confided in me about their struggles with
The quality of our questions shapes the depth of our relationships. Instead of defaulting to standard inquiries about financial statements, I like to ask questions that reveal the story behind the numbers. "What inspired you to start this business?" "How do you envision your role evolving over the next few years?" Conversations like these help align our services with our clients' personal and professional aspirations.
The 'Cherished Advisor' connection
Building cherished advisor relationships requires consistent, meaningful engagement throughout the year, beyond the traditional tax season check-ins or quarterly reviews. In my practice, I've developed a system of touchpoints that demonstrate my ongoing commitment to client success.
Strategic planning takes on new meaning when we truly understand our clients' goals. I schedule "vision sessions" with clients where we explore their long-term aspirations. During one such meeting, a client revealed their dream of creating a scholarship foundation. From this idea, we began collaborative planning that grew outside tax implications, incorporating their desire for community impact into their business strategy.
Celebrating client successes also strengthens these connections. When a client meets a major milestone — whether it's opening a new location, hitting a revenue target, or implementing a succession plan — acknowledge it personally. Send a handwritten note. Share a resource relevant to their next goal. These gestures show we're invested in their journey, not just their accounts.
Becoming a cherished advisor means being present during challenging times, too. When the unexpected hits, try reaching out proactively. Offer support and guidance before they ask. These moments often define the relationship and demonstrate the difference between a service provider and a trusted advisor.
Technology that strengthens relationships
When used mindfully,
Automation gives us the gift of time — time we can invest in understanding our clients' dreams and challenges. When technology handles routine tasks, we're free to be more present during client interactions. One client recently shared how much they valued our strategic planning sessions, which were made possible because automation handled the day-to-day compliance work.
But keeping humanity in our digital interactions requires intention. Personalize your messages. Share relevant insights before meetings. Use video when possible to maintain face-to-face connection. Technology should serve as a bridge to deeper relationships, not a barrier.
Developing advisory excellence
Growing into a cherished advisor role requires emotional intelligence and technical expertise. Through my work with firms nationwide, I've seen how
Building confidence in advisory conversations takes practice and patience. Start small. Ask one deeper question during your next client meeting, or share an insight about their industry. Each interaction builds your advisory muscles and deepens client trust.
Building a connection-focused culture starts with leading by example. Encourage your team to share success stories where deeper client understanding led to better solutions, and celebrate instances of exceptional client service. Make relationship-building a core part of your firm's DNA.
Becoming a cherished advisor brings rewards beyond revenue growth. It creates lasting partnerships that transform both our clients' businesses and our own practices. It infuses meaning into our daily work and builds practices that stand out in a crowded market.
Start your journey today. Choose one relationship-building practice to implement this week. Schedule quarterly strategy sessions with key clients. Ask deeper questions during routine meetings. Implement technology that creates space for meaningful connection.
Every strong client relationship begins with a single conversation. What conversation will you start today?
