Jennifer Mitchell, founder of Washington State-based firm Account Sense, recently shared in an interview that she doesn't say "tax season" anymore. Instead, she's reframed it as "filing season" or "planning season"— and it's made a difference in her practice.
After watching promising talent walk away despite loving everything else about the job, Mitchell implemented a scheduled model that distributes tax work across multiple months. Clients are scheduled for specific months throughout the year, with extensions systematically planned and explained. Each client is assigned a dedicated team of two professionals who work with them year-round, and workflow is managed to eliminate overtime completely.
The results have been remarkable. Not only has staff retention improved dramatically, but client satisfaction has actually increased. "It's far more personalized and we can invest more into people, and getting their tax return out the door," Mitchell notes.
Building on this success, Account Sense now requires clients to select service packages that include regular advisory meetings, ranging from a few touchpoints annually to monthly conversations. "They don't have the option to not meet with us for planning," Mitchell explains. "It's what they've been wanting this whole time but didn't know how to ask for it."
While Mitchell's innovations provide an excellent foundation, tax professionals can implement several other proven strategies to reduce burnout.
Leverage Technology Strategically: Implement automation for repetitive tasks and use client portals that streamline information gathering. AI-powered review tools can identify potential errors before they become problems.
Practice Intentional Client Selection: Mitchell reduced her client base from 1,000 to 500 while focusing on women-owned businesses—a niche that energizes her team. Consider which client relationships are truly beneficial and gradually transition away from those creating disproportionate stress.
Establish Clear Boundaries: Set realistic expectations with clients about response times during peak periods and create communication policies that protect staff from constant interruptions.
Prioritize Team Wellbeing: Schedule regular check-ins with staff throughout busy periods and recognize signs of burnout early. Providing resources for physical and mental health shows your commitment to wellbeing.
Embrace Year-Round Tax Planning: By shifting clients toward year-round engagement, firms can identify opportunities before year-end, spread compliance work more evenly, and create more predictable revenue streams.
The Business Case for Change
Addressing burnout isn't just about staff wellbeing, it makes profound business sense. Mitchell’s innovations have improved staff retention, enhanced client relationships, and created a competitive advantage in recruiting. For a profession plagued by burnout and staffing challenges, actual work-life balance might be the most revolutionary idea of all.
Christine Gervais is a licensed CPA, using her skills to help businesses grow and achieve their fullest potential. Christine has a Master’s degree in accounting from Southern New Hampshire University in addition to holding her CPA license for over a decade. Notably, Christine is a nationally recognized speaker providing education to other CPAs on how to best serve clients as well as instruction on a wide variety of topics for business owners on how to maximize success. Christine prides herself on the value she can bring to clients with her extensive tax knowledge and provides strategic, forward-thinking financial strategies to help clients grow. When not behind her desk, you can find Christine spending quality time with her daughter and stepson or tending to the family’s excessively loved farm animals.
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