Issue #33 - First Impressions Don’t Get a Do-Over
clear onboarding tips and why chipping in a little brand personality doesn't hurt.
Welcome to "Get Work Done," where we discuss the complexities of efficiently running accounting and bookkeeping firms. Brought to you by Financial Cents and delivered to your inbox every 2 weeks.
Small Change, Big Results
Starting a new client relationship is a lot like the first chapter of a book.
The opening pages set the tone. If they are confusing, slow, or disorganized, it is hard for the reader to stay invested. But if the beginning is clear, inviting, and engaging, the rest of the story flows naturally.
Onboarding works the same way. Those first few weeks are when clients decide if they can trust your firm, if communication will be smooth, and if the promises made in your proposal will actually take shape. It is the bridge between excitement and delivery, and small tweaks to this stage can ripple through the entire client experience.
Nikole Mackenzie, founder of Momentum Accounting, noticed this firsthand.
She realized that onboarding new clients didn't need a massive overhaul but a smarter connection to her sales process. They also leave that first interaction with a clear, shared roadmap of what the next 60‑90 days will look like.
“It's important to have a clear cut-off between sales and onboarding and having everything in your project management system so that the team knows exactly what you sold, what needs to get done, and when the expectations are.” - Nikole Mackenzie
The change is subtle but powerful: smoother handoffs, fewer surprises, and clients who feel reassured from day one. Her team also benefits because workloads are clear, communication is streamlined, and expectations are set early.
This is simply one perspective, not a one‑size‑fits‑all formula. Still, it's a reminder that sometimes, improving the client experience is less about overhauling your entire system and more about rethinking the first impression you create.
If you're curious about how Nikole built her process and why it works so well for her remote team, you can read below.
Community 🫶
Join the Four15 Community by Brandon Hall, CPA
This invitation-only community provides exclusive access to a network of like-minded firm owners, tailored resources, and curated events to help CPA leaders make better, faster decisions for controlled growth.
Being a part of this community gives you access to small peer group meetings, exclusive resources, live Q&A sessions, in-person events, and so much more.
AutomationTown by Chad Davis, CPA
We all know how AI is still the buzz of the moment, right?
AutomationTown is perfect for bookkeepers, tax experts, payroll specialists, firm owners, CFOs, or students looking to future-proof their skills with automation and AI.
What makes it unique is that there are no sales pitches in this community. This is a genuine, app-free zone where you can connect with peers, learn, and grow without marketing noise. With 300+ members, it’s packed with accountants solving real-world problems using automation and AI—people just like you.
H🔥t today
What CPAs Can Learn From a Pirate-Themed Shipping Company
Clients don't just hire CPA firms for tax prep or financial statements. They hire professionals they can trust with their confidential financial information, people they enjoy working with.
Kyle Walters, partner at L&H CPAs and Advisors, recently shared this perspective with Accounting Today, after his experience with Pirate Ship, a discount online shipping site that somehow manages to make the mundane experience of buying postage and shipping packages genuinely fun.
Their emails start with "Ahoy!" Support team responses are filled with nautical puns, and the help desk signs off with phrases like "ARRRgards" and "We'll be floating around if you need us." It was a quirky, unexpected, and incredibly refreshing experience.
If an online shipping company can inject that much personality into something as mundane as postage, what's stopping CPA firms from doing the same?
According to Kyle, too often, accounting firms hide behind a veil of professionalism that borders on sterile. And while credibility and accuracy are obviously non-negotiable, a little personality can go a long way toward separating yourself from the pack and creating memorable experiences for clients.
How Are Young People Supposed to Get Experience Without Experience?
A recent AAT survey asked young people about their career prospects, and the findings were sobering. A significant 62% said they were worried that a lack of work experience would harm their job opportunities. These concerns are entirely valid.
In a recent article for Business & Accountancy Daily, Sarah Beale, CEO of AAT, explores how practical experience, widening access to encourage social mobility, and virtual placements can help level the playing field and attract more people into the accountancy profession.
In Sarah's opinion, work experience plays a vital role in bridging the gap between classroom learning and career confidence. It provides the hands-on insight, soft skills, and workplace behaviours that employers increasingly expect, as well as confidence that can only be achieved through personal experience.
Yet far too many young people are locked out of these early career experiences simply because they do not have access to opportunities, funds needed, or the right connections to help secure them.
Swipe this workflow template
Swipe this S-Corp Onboarding Checklist Template by Veronica Ray.
Get more templates from firm owners like you in our community template library.
Meme
Relatable?
Events
📍Simplify Your 1040 Tax Return Process With Steven Moos - Aug. 5th
The 1040 might be one of the most common tax returns, but that doesn’t mean it has to be time-consuming or stressful. Whether you’re managing a high volume of individual returns or just looking to refine your process, this session is designed to help you simplify, standardize, and, most importantly, save time.
Steven Moos, owner of Moos Tax & Accounting, PLLC will show you:
A step-by-step breakdown of a simplified 1040 workflow, from document collection to review and submission.
Tools and templates to help reduce back-and-forth and ensure every return moves forward smoothly.
Strategies for automating repetitive tasks and freeing up time for higher-value work.
A live Q&A to get personalized insight on improving your current 1040 process.
📍 CPB Ignite 2025 – September 9 - 12, 2025 (Calgary)
CPB Ignite is an annual conference organized by the Certified Professional Bookkeepers of Canada, a professional body that certifies bookkeepers in Canada. The event provides bookkeeping, accounting, and finance professionals with opportunity to network, learn, and grow.
📍 The American Accounting Association (AAA) Annual Meeting - Aug. 2 - 6, 2025 (Chicago)
This conference is focused on teaching and learning in accounting.
With a diverse range of sessions, you’ll have the chance to connect with top accounting faculty, industry professionals, and regulators. This is your moment to grow not just professionally, but personally, solidifying your role as a leading contributor in the global community of accounting educators.
Noteworthy
Who Wants to Be An Accounting Millionaire - EP 04
If you’ve ever watched The Office and thought, “Wait, is Angela really a believable accountant?” or wondered whether Ben Affleck’s character in The Accountant violated every ethical code in the profession, this one’s for you.
Episode 4 of Who Wants to Be an Accounting Millionaire is live, and it’s diving headfirst into the weird, wild world of Accounting in Pop Culture and Fiction.
And joining Drew Carrick, CPA, in the hot seat for a shot at $1,000 is Rachel Fisch, CPB, and she brought the wit, wisdom, and a little side-eye to all the fictional accountants we love (and love to roast).
Think you know your financial cameos?
Let’s find out.
Watch the full episode.
The Genius Hack For Actually Getting Things Done
You know that moment when an email is just sitting there, waiting for you to reply, and you would rather do literally anything else? Suddenly, TikTok is calling your name. Your sock drawer absolutely must be organized. And somehow, you are mapping out the perfect two-week trip to Japan, even though you do not have the faintest plan to go.
It is not that you are lazy. Your brain just prefers the quick hit of dopamine it gets from things that feel good right now. Sipping a caramel latte or scrolling through dreamy cherry blossom photos on Instagram? Instant reward. Drafting a long, serious work email? Not so much.
Therapist, Caitlyn Oscarson told HuffPost that the ability to create a reward system to complete the tasks your brain would prefer to avoid is called Dopamine Anchoring.
“Dopamine anchoring is the idea of pairing a nonpreferred task with something you enjoy, hopefully making the boring or annoying task less aversive and maybe even something you seek out because the positive activity is more salient”. she explained.
If you have ADHD or otherwise struggle with procrastination, dopamine anchoring can help you tackle the tasks you avoid.
What Are Your Thoughts?
Share your POV in the comments.
You can also join the FC Reddit community here.
Until Next Time,
