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Onboarding and why it's critical in Tax Season
Episode 243rd March 2022 • Strategy and the Virtual Controller • Penny Breslin & Damien Greathead
00:00:00 00:39:57

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Often in the heat of tax season we overlook our own policies and procedures, including during the recruitment and onboarding process of new team members. And nine times out of ten, this is where problems first arise. We might speed up the recruitment process, we might put cultural fit to the side for the time being - just to get the capacity we need. And once they're in the firm, we want them to hit the ground running, so we'll likely race through the orientation and training process - I mean who has the time for this...

As you have no doubt experienced; stress, overtime and turnover are the likely end result. So before you head down this path, take a breath, listen to this episode again, and stick to your long term strategic plan. maybe even say no to that prospective new client.

How is your tax season going so far? Get in touch and let us know. If you'd like us to help with a tax season half-time workshop get in touch with us via LinkedIn.

Penny Breslin - LinkedIn | @PennyB57

Damien Greathead - LinkedIn | @Damien_GH

Transcripts

AUTOGENERATED TRANSCRIPTION

00:09.55

satvcpodcast

And ladies and gentlemen welcome to the the latest episode of strategy in the virtual controller where penny my co-host and I Damien grayhead we sit down and we discuss what are the issues that practitioners and and we don't want to call them practitioners because they're businesses that do accounting and bookkeeping. Those business owners. What are the issues that they're facing what are the challenges that they are that they're facing with in their day to day and how can we help overcome some of those challenges so that the business owners can be more intentional in the work that they do and the types of services that they provide to their client so strategy in the virtual controller. Built on a premise of of the book by David Maister Strategy and the fat smoker and the idea that we can. We can be easily distracted by shiny short-term objects and so how do we avoid those shiny distractions to focus on the long-term. Ah, strategic objectives and the the strategic initiatives that will drive our firm forward in terms of profitability in terms of ah work-life balance and and and really delivering on why we went into business. So as I said my name is stan grater. Petty my co-host you're sitting in San Diego how are you today I'm sitting in Hawaii today. Yeah, so the the borders came down in Australia they let us out. Well most importantly, they they're letting us back in. Um, where we decided to to meet like Gus's grandparents halfway.

01:21.87

penny

And do a fine and you're in Hawaii today.

01:32.98

penny

Exact.

01:39.85

satvcpodcast

Ah, in Hawaii so pretty excited to to be here back on us soil. Ah where we are. We can't really see a lot of the surf. The water temperature is phenomenal though I know that much though the the water temperature is great.

01:42.30

penny

All right and in a nice place. How's the serve.

01:54.71

penny

Alright, cool. Okay, well.

01:58.29

satvcpodcast

Well penny we were we were chatting in preparation for this episode and and sort of 1 of this great resignation idea. Still still is very much playing out in the marketplace and particularly where we are in tax season. Um, you see more and more and I've seen more and more on Linkedin. Those advertisements from from firms saying why looking for for good quality people. Um, and all firms are constantly always looking for good quality people and and something came up that um. 1 of the big frustrations when good quality people come into a firm if they're not onboarded correctly. Um these people can come into the firm and out of the firm very quickly if if we don't look at the actual onboarding of our team in terms of our systems and processes. And that has a massive impact on on on the the team on the clients on the workflow on on the efficiency of the practice on the stress of tax season. So you you were sitting in a webinar as well and and had ah a similar comment.

03:03.26

penny

Yeah in in this case, it was a confluence of events. Um, that somebody said something in a webinar and I was reading a slack message on my other screen and went shit. That's exactly what happens.

03:19.39

satvcpodcast

Um.

03:22.41

penny

Um, and I I ah look for trouble with and because I because we use slack for a lot of things mainly because we're in so many different systems. It's the most ubiquitous way for me to to track this. Regardless of systems to track communication. So I have these trouble words I look for and one of them popped up while I was listening to this webinar in the background and and this person said something about how different people in the same firm doing the same job can have different ways of doing things. I've run into this before you know it's like you go into a firm and um or a a business and like you know there're 8 account managers and they have 8 different ways that they do a trial balance. You know it's like you know it? yeah.

04:09.27

satvcpodcast

Or or yet or 3 different partners. Want their return prepared 3 different what 3 similar but slightly different ways.

04:17.57

penny

Only different ways and if you don't do it the way they want. You know you are in trouble. Well we run into that a lot in in my world and you know it all comes down to us that we did we did and in this case I'm looking at this message. To one of my supervisors and I'm going. This is so odd. Um this. She's been the supervisor of this team for going on 3 years she she's brilliant but she's. She's always a person that you know if you if you ask a question. She's like does anybody have any question. She always has a question. She's very she's very good. She you never get complaints on any of the work coming out of her team. Um, so it was unusual to see this complaint. So I took a deep breath instead of my usual bull in the China shop and and just because I I just know the client and the client is so detailed. The client is just the perfect client to have for roads and. Took a deep breath and I started to investigate and I asked the the person who was doing the tax return why or the no the bookkeeper who brought it up in the slap saying what what? What caused the problem where is it located. How did this happen and because there was a huge number of overstatement of income and she said I don't know the tax accountant just told me this so I contacted the tax accountant slack and she came back to me mely said oh it's in this report and this is how it happened and I went down. Okay, so then a couple hours later when my team came online I asked them about it and they said yeah we knew this was going to happen because three years ago we this is a huge client of this. They were very slow to allow us. Take on the work because it's so intricate and it's specifically done by the supervisor where the supervisor doesn't usually do that type of work. They just do review she does this because it's such a complicated ch and her name is bomani. Just Govin. She's awesome and ah and then she said here is the document to procedures we were given when we started doing and everything was fine. Everything worked perfectly and then a year later a new account manager came into.

07:07.94

penny

That Us firm and redid the procedure. My guess is she did not look at the prior procedures and there is because we use. Detailed communication is a whole history. She brought she went back and grabbed the communication she because and this is where I told him this new procedure wasn't working it was going to overstate income and the response that she got back is in there which is just do what I told you to do and.

07:36.34

satvcpodcast

Okay.

07:40.48

penny

You know she didn't say anything to anybody she she just did what she was told to do right? and then when they go to do the tax return at the end at the beginning of the next ga the tax accountant finds it and the new third third book account manager said this is what you did wrong to my team which they used to hearing in which they took graciously which I did not take graciously and but um, so I called the business owner who happens to be a good friend of mine. She was. She was just as explosive as I was but um, it was all resolved and nobody died and we got it all fixed but it's an indication of when you bring somebody on board and see the thing is. 48 hours later the same thing occurred with one of the few direct clients I had where I happened to look at something and went what what who the? and and I went back and I looked at our procedures and they were detailed. They even had screenshots that this is the way this transaction. There's a history that this transaction's always entered this way who the flippin house so I went in and did an audit trail and said holy ship. One of my new employees did this which means that tells me that they were not signed off. On this procedure. They just did the work and so we fit and um I think that in the heat of tax season because we've had a slew of new hires and the heat of tax season and we all get into that. Um.

09:18.98

satvcpodcast

Even.

09:34.30

penny

Let's just get the work done and we don't have the time to really not just on board. The person from an hr ah perspective but from a perspective of these are the clients you're going to be working with and this is what we're doing for them. And do we have a documented procedure. How updated is that procedure and do did you did you sign off. Did you read this? Do you understand that is do do you have any more but what more do I need to tell you do you understand? what? you just read tell give it back to me what you understand. Function to be and there are some functions that are simple. You know, easy. But when you get a complicated client like that and there was a lot of this one was a highly complicated client. The second one with my team that was not a complicated thing that was like I just said what are you just being like lazy. Do you not care. Um, yeah, but the the first one it was very It's a very complicated system that we're running this.

10:34.41

satvcpodcast

Well, you must see this at scalepeny in terms of with the with the outsourcing operation that you run because because you're running multiple systems you're you're working with multiple firms with multiple client managers in that so you're going to see this at scale.

10:42.75

penny

6 Yes.

10:54.48

satvcpodcast

You've also got pretty incredibly tight service level agreements in terms of turnaround time as well. So there is very much an onus on getting the data processed and getting it back to the firm in a timely manner. So I you see this sort of a problem at scale where you've got to get you've got to burn through the work. Um.

11:12.46

penny

Was appeared on a webinar where bookwear and accountants said that it happens to them and they're they're just one office I assumed it happens to us because of our scale I knew it was happening in office but to to hear somebody say that.

11:13.88

satvcpodcast

But the unfortunate side of is.

11:23.70

satvcpodcast

Who.

11:30.61

penny

And openly say that on the webinar that they see it often. Um, and and it's in it might I like going you know like I told my partners over there I said we need to hire Nonstop. We never. We should never be not hiring people. And we should overhire um and and then look at the type of person that we're hiring is is that really the do We really need that qualification for this thing and.

11:58.92

satvcpodcast

For this particular task and that's something that you that we've talked about ah about making sure that the right task is with the right team member. But I think the other side of it is in in the heat of tax season It I'm not sure if easy is the right word but it's easier to just fix it.

12:06.62

penny

But.

12:15.72

penny

Yeah.

12:17.60

satvcpodcast

another fifteen sixteen times:

13:04.40

penny

Yeah, because you know on that second mistake that was the lazy mistake I could in my mind I was envisioning oh that's going to go if if I hadn't caught that right away that would have gone on a good long time before anybody would have caught it because it was you. It was ah an expense that was allocated overall in the correct place but it was actually allocated to the wrong vendor. It was just it was and it was like Jesus Mary anyways um I was grateful that I was able to catch it quickly but that's. Also because I'm in that set of books nonstop and I don't usually deal with clients direct in this case, this particular company has asked me to do this for them. I know them and down the street from me. So I do. Um I don't usually do.

14:02.50

satvcpodcast

And and it's the same thing for the most part partners don't know the the intricacies of the individual client file um and ah.

14:10.46

penny

Know this scene it they seen it to. They don't see it until it gets done through a trial balance. You know, yeah it and they're not seeing that the person who is actually making the bread so to speak and putting the ingredients in.

14:15.17

satvcpodcast

Yeah.

14:29.57

penny

You get to see it after it's been you knowneaded riseen set to rise again and then probably baked in the oven halfway and then you're opening the ove you know, peeking through the oven. Do it to see if it's hot where we're at on that there's ah, there's so much.

14:34.40

satvcpodcast

Um.

14:48.53

penny

So much. That's going on now that you didn't have to deal with ten years ago because of cloud apps and then has been even exacerbated by the fact that more and more people are working virtually and then also more and more people are. Accepting cloud apps and so I could tell you that you know in in in my world with what I look at because we're tracking you know how many of cloud apps would do in in this particular gl and this particular g and what what do we do it on on a desktop for on a server. We keep counts and numbers on that and I can see a switch fli. Um, and so you've got data coming in everywhere. You've got real time. You've got clients looking at stuff in real time and this savvy they catch stuff.

15:33.35

satvcpodcast

And and Penny watts.

15:45.00

satvcpodcast

Or they're not and and so they jump in and and think that they're helping and make a couple of adjustments. But but again, if but if but if you're not if you're not looking at it on that regular consistent basis.

15:46.42

penny

That.

15:49.87

penny

Oh yeah, had some ga.

15:59.60

satvcpodcast

And you're not in the file on that regular consistent basis that the client can jump in and and make a few adjustments. Um and and before you know it.

16:06.33

penny

Um, full promise of that. Yeah, the whole promise of that real time accurate bookkeeping just went out the window.

16:16.24

satvcpodcast

I mean so it's interesting so you've got you've well let's go back to this particular case with the client manager. Um, or with you yeah with the with the manager. And where's the breakdown. Do you think in in most firms because as you said 3 different managers came in over a period of time and they did it 3 different ways and they said I don't just just do what I told you to do. Where's the breakdown there is is that the onboarding experience with the firm that first time round that the the operations manual or the procedures manual was thrown at the the ah manager and said look here's the way we do things here read it and follow it and away we go. And they just chose to ignore it is it that the the procedures weren't documented where do you think the breakdown was and and where do you think listeners should really focus on um to make sure that there is consistency. In the work they do across all clients regardless of of who's working on the job.

17:20.41

penny

Well, that's an interesting question because in this case, this client this particular accounting business is very um, they're very good at procedures. They're very detailed procedures. They're very communicative. About them. Um, in this case I think the in this case that second account manager didn't have the right goal in mind her goal was I want this done my way because this is what I'm comfortable with and they didn't have. The ultimate goal of what's the outcome that we have to provide for the client and so that was a disc that to me from that specific issue. That's where I saw the disconnect um and but I think that. I think you know when you onboard somebody when you when you bring in in somebody who's going to do trail balances work and non non-lient facing non-lient touching real time stuff. It's different. You can you have compliance work that you have to do in a certain way. You might want to do your groupings differently. You may want to put your reports in a different format like you said 3 3 partners doing 3 different tax returns might want them. Don't look differently but the numbers and the numbers of the debits of the debits and the credits of the credits. But when it comes to this you know. Front and interacting with the client interacting with a live application that has a constant feed. That's where it becomes much more problematic and that's where the trouble starts and if it doesn't get nipped in the bud then. Then you know what? at a busy tax season. You're gonna be fixing it and it's gonna be It's gonna drive you crazy and then animosities will grow and tensions will grow and it's like god no wonderda nobody wants to come to work and do this work. So.

19:26.62

satvcpodcast

And and the the all of a sudden at 8 Nine Ten zero pm and you're still at the office cleaning up this mess and more often than not the partners the the seniors and the the partners are the ones cleaning up the mass or the the the poor juniors for the ones that are cleaning up this mass at.

19:33.49

penny

Yeah.

19:45.58

satvcpodcast

At ten and eleven o'clock at night but I penny I sort of want to go back to something you said which I thought was really interesting you you said that in in this particular case the manager didn't understand or didn't. Didn't buy into the idea that we are doing this for the client and this is why we're doing it this way for the client and and I think that's a really interesting point and particularly when you think about onboarding you can you can probably get when you find them, you can probably get them in and and get them churning out work. But.

20:06.62

penny

So yeah.

20:20.94

satvcpodcast

Getting the buy-in to what you're doing for your clients. Why you're doing it and the way you're doing it. We're doing it this way so that we can give the client access to let's say real-time data. We're doing it So the clients can make better decisions. We're doing it So the clients have complete visibility over.

20:23.68

penny

Huge.

20:40.29

satvcpodcast

This is this is why we're doing it this way it it sounds like and I would agree that there's a lot of firms. Don't really spend a lot of time talking about why we do it this way for our clients. They just focus on churning through the work and getting out the door as quickly as possible.

20:55.48

penny

Yeah, and and yeah, and obviously this this particular person didn't last very long um, partially because that wasn't a unique experience for us. It was for this particular issue but they were. Looking back on it when I remember when she left that that kind of was going on. Anyways I mean she had her agenda. She had her and her agenda did not comply with what that phone was doing nor with what that um client needed.

21:19.86

satvcpodcast

Ah.

21:33.13

penny

And in this particular this they quickly recognized that she wasn't going to be a team player and she was gone but there was probably a disconnect on following up with you know the procedure changed and we still have a problem and regrouping back. The new account manager to them Know. Um I'm not going to hold of honey responsible for that. Ah, because of you know with the amount of work that comes through on this company I'm sure that she just assumed the higher ops took care of it but they didn't and what still too is.

22:07.12

satvcpodcast

Yeah.

22:12.63

penny

I Think it's real important that you get that everybody's on the same page. What's the goal here. The goal is to have a successful accounting firm that gives the client the promise of what you gave them when they signed up to do work with you when they asked.

22:29.43

satvcpodcast

Ah.

22:32.15

penny

But they came in with their business or their personal finances since like help me because that's what they did is come in and ask you for help. It's a very complicated world accountants are needed more now than they ever have been I believe and.

22:49.91

satvcpodcast

A.

22:51.89

penny

You know they boss you for help so you got to get that buy-in that everybody's in this for what it is that we're going to do and everybody's a team player. Um now Team players can have different aspects some team players can have different agendas. Personally, but the thing is when we're working as a team and that team is all of us in the firm and this business all the clients and all the technology We're all going to use it to get to the ultimate goal to find that goal set the steps. And when the steps change is when either the goal changes or the technology changes or something. But so if somebody has to be kind of in charge of that and then give your team the space we use that word a lot. Don't We give that your team The space. Sit down and reevaluate with you and others on the team hey this isn't working anymore. Something's different with the client. Something's from what the technology. Ah, there's something new that will do it better and when do you you what you go when do you have time during tax season. Um, well.

23:52.81

satvcpodcast

M.

23:58.17

satvcpodcast

Um.

24:07.90

penny

Maybe figure out a way you know make the time I I I've heard that from my own team in India we don't have the time and I said you're going to have to make the time because if we don't do it now. We're gonna be. We're gonna be fixing mess ups later on.

24:22.26

satvcpodcast

And I have seen firms do some interesting sort of um halftime tax season type initiatives where come look Let's just say come March Sixteen we we take a slight breather but we actually sit down and and regroup as a team and. We do that red light green light um amber light activity. We go back to the the what's working what's not working and and that might be something that listeners can can commit to to say right? Let's have a half time break. We may have some halftime entertainment. We may not but. But we need to sit down and regroup and look at what's working. What's not working what do we need to tighten up before we then go into the next burst of tax season. So if we can't create space now before the next deadline we've got to make sure it's got to be in the in the calendar to say we're going to sit down and do a half day session. On what's working. What's not working what do we need to tighten up on and and then we get going with things but I I also think penny you know it in the heat of tax season all about hiring all of our um, the sort of methodology and and this this. Having a purpose and the reason that we come to work each day. It seems as if that all goes out the window because we just need a a bum in the seat so to speak. Um and and and and you know as yeah as you were sort of saying the purpose and why we here and and what's the reason that we're doing this for our clients.

25:45.12

penny

Yeah, exactly fix it? yeah.

25:57.45

satvcpodcast

Sort of reminded me of some of the earlier episodes of taking the time to to spend with your team and and to your point revisit that is this still right remind the team of this is why we come to work each day. This is what we're focused on and I know that the the immediate get a bum in the sea. Is. The is the first thing on your mind but but make sure that there is that cultural fit on the team perspective because if if it's not there. You're going to bring in problems from the get-go and it sounded like in this particular instance that you're talking about it sounded as if there was. Something in the back of their minds from the outset that said oh look might not be a great fit but right, but but but it's a bum in the seat. Yeah, a bit of it. It's what we need.

26:39.39

penny

s been going on since January:

27:22.75

satvcpodcast

Um.

27:38.93

penny

At least here in the United States has not stopped and it is growing and there is more and more demand hey I kind of giggle a little bit at these how to grow your firm. You don't have to i. I was just talking to a client. We're going to do a conversion for him on from desktop to a cloud system and so I said so how's it going. He goes he goes you know something I don't have to advertise he said I've just opened up my second office in the second state I don't have to advertise. I got I got people poing on the door looking for help. They need us and um, he goes he goes I just have he goes what I have to do is figure out how to discern who I'm willing to take on and I got good for you Jeff good for you because sometimes.

28:20.18

satvcpodcast

Ah.

28:34.58

penny

You just take anybody that comes in to do it because you think you need the money and it's not worth it in the long you got to really think about it I I've turned away people I've turned away numerous people in the last couple months going you know what? if you come to me that desperate this far into tax season I don't think I did want.

28:51.74

satvcpodcast

That there's I don't think I want that? yeah.

28:54.47

penny

So yeah, he heard me on the phone with somebody and when I hung up because you didn't ask him to call you back next year I go are you kidding me if he acts like this now I don't want to work with that guy's gonna be an asshole just I would I don't want to do that I don't need it I don't need stress.

29:01.48

satvcpodcast

Um.

29:10.43

satvcpodcast

and and I think that's a really good point as well is like he sounded like he sounded like an asshole now I can't imagine what he's going to be like in in twelve months time or next year or or after tax season or whatever it is um no I agree with you with it's sort of 1 Ah, it's an interesting point that.

29:17.30

penny

Exactly.

29:27.11

satvcpodcast

And even if I look at the Cpe sort of calendars and all that type of stuff there. There's not the the grow your practice the marketing and all that type of stuff You don't see that as as much anymore because that isn't one of the challenges facing the accounting industry facing accounting firms of of finding new clients. It's.

29:47.99

satvcpodcast

You're right accountants and bookkeepers are in in such high demand. So now. It's about how to practitioners. How do the the firms become more efficient in their their data processing and their service delivery so that they can actually do more for their clients and and ah do. Do more for a select group of their clients rather than just bringing in more clients I think it's a really great opportunity for accountants and bookkeepers to become very specific about the clients that they want to work with and the services that they want to be providing. Um, and this will give you that space that we were talking about to um to do this after action review to do these types of review process to make sure that um the the firm is constantly and and and constantly improving. On process procedure technology adoption client experience, Team experience, etc.

30:42.81

penny

I Think it's much more critical to do this if you're having a firm or a business that does on more non-tax work that you know if you do if you're ah in believe me, there's plenty of space where.

30:54.60

satvcpodcast

Here.

31:01.29

penny

Someone who still wants to do corporate and high ne worth tax returns. There's lots of opportunity to grow that and and I see a lot of it out there and basically you know doing ah a once a 2 year review you know twice a year review of your process your procedure that's. Okay, because it's compliance driven but you're doing if you're going to add bookkeeping in and you'd be a fool not to anymore you have to evaluate those clients much more often. So.

31:19.60

satvcpodcast

And.

31:36.21

penny

in existence since January of:

32:39.12

satvcpodcast

Um, yeah.

32:46.66

penny

Another one where I say what are you going to hire in house Cfo you need one, you desperately need one and that's just them these are companies that have just come to us in the last two years to 1 yet where they have just grown unbelievably and.

33:02.62

satvcpodcast

And and and I think you you sort of ask the question of where do I find the time. Well you find the time by saying no to the things that don't fit with the the core.

33:05.16

penny

Have to be on top of that and adjust with them.

33:18.65

satvcpodcast

Purpose of the firm and what you've decided to do and and that's saying no potentially to new clients. That's a way in which you create space because I would contend in exactly what you're saying that within your own client base. There's an enormous amount of opportunity to help these clients. Reassess their systems reassess their technology help them set themselves up for success for the next stage of growth and and in my mind that seems much more exciting much more interesting much more profitable than bringing on another compliance client.

33:52.88

penny

Exactly exactly it's um, it's very it's it's a different mindset that you need you might you might need to hire different types of people than you're used to hiring um and you have. Remember to think outside the box and when you're outside that box. You're going to end up because it's human nature to build another box so always be looking at where that is um, you know, just it's not an easy time in some ways but it's an exciting time because it's like. Years the downtrodden accountant and bookkeeper that nobody wanted to deal with because I only want to talk to him because I have an I Rs problem. Um, you can be the superstop if you want.

34:42.81

satvcpodcast

And and also the downtrodden accountant and bookkeeper that's having the worst tax season ever and and working sort of 7 to 7 or 7 till 10 and that type of stuff you don't have to be that you don't have to do that you you make a decision about what you want to do and. And the type of firm that you want to bring a type of firm you want to build and and as we've as we previously said I don't think there's a better time to be in the accounting and bookkeeping game because there's so much opportunity out there and and businesses are ah crying out for your insights expertise. Um, and there's so much opportunity beyond that traditional compliance within with those clients that um that this idea of downtrodden um tax season and and that that can be a thing of the past. But you do have to be willing to say no to a new client so that you can focus on on what you want the most. Yep.

35:43.75

penny

Here's a story just real quick to end it all on my daughter called me um about three weeks ago and said mom we tried to do our taxes in turboax I think we need an account and you know. Done very well. They've been very successful and and I went yeah, you do she goes I said well have you contacted you to have and ah would you just help me and I okay fine. Um, based on wish she was at I knew somebody who I'd worked with wasn't a client of mine. Not a cpa firm I mean I'd done consulting work on and I really kind of was always impressed with their their firm their business and so I contacted them. She was out of town but they said well she'll get back to you well I got an email two days later from there. Um'm in Cancun at my god' wedding I'll be here for a week this is slippin Texas this week of February and I'm going good for you and she goes and you know what my I asked my daughter she goes yep, she contacted me. We've got it go. We got our text come.

36:40.74

satvcpodcast

A.

36:55.35

penny

She assigned us somebody. We're on our road we're doing you know that is doable. She's very successful and she does a fantastic job and you know and she enjoyed a week in Cancun on her daughter's wedding in the book.

36:59.54

satvcpodcast

Um, yeah.

37:08.71

satvcpodcast

During the middle of tax season whereas previously. There wouldn't have been a chance in in hell that that um, the daughter of a tax partner would be scheduling there or planning their wedding around tax season.

37:21.84

penny

That's like well for my first comment was oh my god I she was just a little kid the last time I saw her and little old but also it was like I thought in the back of my mind. Oh my god she had no problem setting her.

37:27.65

satvcpodcast

Um, yeah.

37:39.25

penny

Wedding up the middle of taxing with her mothers on account that was pretty impressive. Yeah.

37:42.26

satvcpodcast

Yeah, and and and maybe that's a really good place to end today's episode and and sort of I mean I we we started talking about. Um, we're going to have turnover during tax season. We're going to want to bring people in during tax season. 1 of the biggest. 1 of the biggest things and one of the best things that you can do one of the most important things and one of the best things you can do is make sure that onboarding experience for those new team members is both the the hr ah side of things. But also the the process and procedure side of things. Um, you'll you'll save yourself a lot of heartache. Ah, by investing that time on the frontend and making sure that the team understands new team members current team members understand your your processes your procedures. Why you do things. For the clients the the clients that you work with invest that time and I know time is probably one of your most finite resources during tax season. But that that time invested upfront will pay off well and truly throughout tax season and beyond. Um, so that was one of my key takeaways from from mark today's episode good stuff right? Well penny. You're speaking at the ah the accounting web.

38:55.38

penny

So hopefully it was okay.

39:04.92

satvcpodcast

Um, the accounting web live summit in may in San Diego is that right.

39:08.54

penny

Yeah, ah comppolude. They asked me to do it. But I'll bring the nip with my switch out.

39:13.88

satvcpodcast

Fantastic. So so penny's speaking at the accounting weblivesummit dot com in may in San Diego California may 9 through 12 So I think it's a accountingweblivesummit dot com and that's quite the ah it rolls off your tongue.

39:25.16

penny

Scale.

39:29.69

satvcpodcast

Um, I'm speaking at the accountant's daily strategy day in Melbourne in March so you should be able to find out all those details on our Linkedin profiles. We'll be sharing those but penny always a pleasure look forward to to our next episode. So until then have a wonderful day.

39:44.45

penny

Um, you too and safe journey back to Australia think all right like you? yeah.

39:48.14

satvcpodcast

Yeah, thanks! Benny bye-bye.

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