Address Issues Promptly with Clear Expectations

My most significant leadership lesson came from a disaster in my third year of running my accounting firm. I lost a major client because I was so focused on being the "nice boss" that I avoided giving difficult feedback to a team member who was making costly mistakes on their tax returns. The client left angry, and I realized being liked isn't the same as being respected.

That experience taught me that real leadership means having tough conversations early, even when it's uncomfortable. Now when I see issues, I address them immediately with clear expectations and deadlines. Just last month, I had to sit down with a team member who wasn't meeting our tax strategy standards - instead of letting it slide, we created a specific improvement plan within 48 hours.

This shift completely changed how I run my practice and work with clients. When Dr. Kenneth Meisten came to me owing $3,300 in taxes, I didn't sugarcoat the problems I found in his previous filings. I told him directly what his previous accountants had missed and exactly how we'd fix it. That honest, direct approach is what led to getting him an $18,000 refund instead.

The lesson shaped me into someone who leads with honesty first, kindness second. My team performs better, my clients get better results, and we've grown to serve clients in every state because people know I'll tell them the truth about their taxes, not just what they want to hear.

Courtney Epps, Owner, OTB Tax