Accounting Firm Culture: How to Protect Your Team

Start With a Client Policy That Backs Your Team

Many firms still run on the idea that the client is always right. Marilyn takes a different view. She has a “no jerk” policy and tells clients directly: “You better be speaking to my employees in the same tone that you speak to me.”

When her team sees her uphold that policy, they know “this person is on our side.” That trust makes it easier for them to handle tough client moments because they aren’t facing them alone.

Marcus Dillon, CPA, who leads Dillon Business Advisors and co-founded Collective by DBA, ties this to client decisions too. “Every time we say yes, that shifts culture,” he says. The clients you accept become part of your team’s daily experience, so choose them with your team in mind.

Show Appreciation to Your Team and Their Families

Marilyn grew up as the child of a firm owner, so she saw firsthand what client work asks of families. That shaped how she leads. “Who looks out for the spouses?” she asks. “Who looks out for the families?”

Her firm holds company retreats that include spouses and sometimes whole families. This year, the team and their spouses traveled to the Dominican Republic. During the trip, one team member’s spouse pulled Marilyn aside to thank her for the time together. For Marilyn, that moment confirmed why she does it.

You don’t need a big budget to build that connection. Marcus suggests a few simple options:

Say it to their face. Telling someone directly how much you appreciate them goes a long way.
Tell their spouse. A short letter to a team member’s spouse shows the whole family that their work matters.
Pay for a night out. DBA has sent team members gift cards for a date night as a thank-you.

Give Your Team Flexibility That Fits Your Firm

Marilyn’s firm moved to a hybrid model, with three team members working remotely and four in the West Palm Beach office. Now the firm is testing a flexible schedule. The office is open four days a week and closed on Fridays. Team members can choose to work on Friday from home and take a different day off instead.

She’s open about the fact that it’s an experiment. That’s a good model for any firm. Try a change, watch how it affects your team and clients, and adjust as you learn.

Listen for What Your Team Isn’t Saying

When asked what firm owners should do to strengthen their culture, Marilyn’s answer was one word: listen. “Don’t hear to answer them,” she says. “Listen and listen for the subtext of what they’re saying, because in any organization, you’ve got power dynamics.” And if you disagree, “you can disagree lovingly.”

She also reminds owners that they don’t have all the answers. Entrepreneurs tend to live in their own heads, and the people around them often see things they miss. “You have to listen to the helpers,” she says.

One habit that helps is asking for input in a way that invites honesty. Marilyn will tell her team, “I think that this is correct, but I’m not sure. And I wouldn’t be asking you if I didn’t value what you had to input, even if I disagree with it.”

Protect Your Own Energy Too

A strong culture also depends on leaders who aren’t running on empty. Marilyn’s best advice is to “schedule your recharge and personal time just as effectively and importantly as you do your CPE.”

As she puts it, “Burnout is real, and if you don’t account for it, there’ll never be enough time.”

Next Steps for Strengthening Your Firm Culture

Culture is built through small, repeated choices. Start with one or two of these this month.

Write down your client standards. Decide how clients are expected to treat your team, and share it with both.
Thank someone’s family. Send a note or a small gift to a team member’s spouse.
Ask a hard question. In your next one-on-one, ask what isn’t working and listen without answering right away.
Put rest on the calendar. Block your next few days off now, before the busy season fills them in.
See where your firm stands. The free Firm Health Checklist includes your team and takes about five minutes.

Get Help Building a Culture Your Team Trusts

Building a firm where people feel protected takes clear standards, consistent leadership, and support from people who have done it. Collective by DBA can help you set client policies, structure your team, and plan the conversations that build trust. Schedule a call with Collective by DBA to talk through your plans.