Here are the lessons I've learned in my first quarter century of working in public accounting — actually, it's been 27 years — but who's counting?

The day I started writing this was a Friday in the summertime. Fridays are much different than they used to be when I first started in this business. Fridays are now a day to catch up on emails, make phone calls, do some billing and do my timesheet. Then, when I am done with that, it's time to help my wife with some household projects, maybe get the dogs to the vet or work as a pool boy at the house. I was inspired to write this piece because of the negative press the accounting industry has recently received. 

The supply and demand dynamics in accounting have been a factor since I started in 1996, but they've worsened in recent years. I'm not sure if it's due to the 150 credit hours required to sit for the CPA Exam — or perhaps the misconception that a career in accounting means sacrificing your personal life. The latter is simply not true; with proper time management, you can achieve a great work-life balance in this field. Meanwhile, the evolution of industries like technology and alternative income streams has led to an inherent shortage of available candidates. Sometimes, I joke that if I were in my 20s today, I might just become a social media influencer. My family teases me because I tend to buy anything that's marketed well on Instagram.

The Early Years

The truth is, this business has afforded me an excellent life. My dad is a CPA, and I used to admire how quickly he could add numbers on an adding machine tape — his fingers seemed to fly! He inspired me to pursue a career as a CPA. I've dedicated a lot to this profession, which has given me so much in return. I started at a small firm making $22,000, then moved on to CohnReznick and EY before joining Wiss in 2002. Each step of my journey was influenced by connections I made along the way; for instance, I served coffee and bagels to the people who later hired me at CohnReznick while working at a deli during high school and college. That experience taught me the true meaning of customer service, and I still make a pretty mean egg sandwich! The deli owner once told me, "If a customer wants a fresh cup of coffee, brew a new pot."

Accounting Landscape

In recent years, that coffee example has been a good reminder about customer service. Firms have made significant investments to meet their clients' evolving needs. While many say that robots are coming, the reality is that this presents an opportunity for us to provide even greater value to our clients. Who has more data than we do? Clients will always need a trusted advisor, especially in today's fast-paced environment. As CPAs, we are their most trusted partners.

This is, has been — and always will be — a relationship business. Although it might feel more transactional today due to reduced time in the field and less face-to-face interaction through tools like Zoom and Teams, the essence of our work remains rooted in relationships. I encourage all of my teams to "walk the halls" of their clients. Even if you arrive with a light agenda, the conversation doesn't always have to focus on work. As we learned during the pandemic, human connection is vital in business. The more trust we build with our clients, the more they will choose to work with us; it's simply a fact. Ask yourself, do you want to be an order taker or a trusted advisor?

As I reflect on my time in this business, there are five pillars of success that come to mind:

1. Build Relationships

• Internal/External Client Service. Internal client service — working effectively with your teams — is even more crucial than external client service. Clients can't receive outstanding service from the firm without a well-oiled, cohesive team. It truly takes a village to serve a client in today's environment. The more team members you introduce to your client, the better their experience will be, leading to a more profitable relationship.
• Networking. Building relationships with your peers at the firm is incredibly powerful and should begin when you first join an organization. To this day, I'm still connected with those in my entry-level class. It doesn't solely involve networking with people outside one’s firm like bankers or lawyers.
• Leadership. It's never too early to start thinking about leadership and management. As a young associate, you may focus on executing tasks, but when you get promoted to manager, you will need to know how to handle relationships. Reading books and listening to podcasts on leadership and management, even at a young age, is a wise investment in your future.

2. Enhance Communication and Business Writing

• Becoming an accountant doesn't mean you can neglect writing and communication skills — quite the opposite. Effective communication and business writing are among the most critical skills for a successful public accounting career.
• Anticipate client needs. Like a skilled quarterback, you must be able to throw to the open receiver. Anticipating where the receiver will be at the end of the route is essential for building strong client relationships.
• Listen more than you talk. Listening is just as important as conveying your message.
• Have a long-term perspective. This business is a marathon, not a sprint. It's not a get-rich-quick scheme; it takes years of cultivating both internal and external relationships to achieve your professional and personal goals.

3. Create a Support System

• Don't bring work problems home. It's crucial to maintain boundaries between work and home life.
• Support your family. I've worked extremely hard during my 27 years in this field, but never missed any of my kids' games, school events or important milestones. With today's technology, it's possible to be flexible, nimble and responsive.
• Embrace flexibility. To be honest, I was practicing a flexible work arrangement long before it became a formal option.
• Seek out a mentor. I was fortunate to have a wonderful mentor at the firm. He was the best listener I've ever met. As I navigated my career, he allowed me to make mistakes while guiding me toward my long-term goals.
• Faith, family and firm. This motto guides my life. Regardless of your faith, having a spiritual presence has been one of the most profound influences on my success.

4. Develop Your GRIT

• Hard work beats talent. Hard work always triumphs when talent doesn't put in the effort.
• Ask for more when you're slow. When you have the capacity, don't hesitate to seek additional responsibilities.
• "Go into the tent." I coach my daughters' sprint track team for ages 13 to 15. At league championships, the tent is where the girls line up before their races. This is the moment when anxiety is at its peak; they all want to perform their best, but the anticipation can be overwhelming. Sound familiar? Once the race is over, they feel proud of their efforts, win or lose, knowing they ran their best. I encourage everyone to "go into the tent" in your own life — make that phone call, send that email or schedule that meeting. You won't regret it.
• Stay consistent. Regular physical fitness is crucial for both physical and mental well-being. Consistency is key to success.
• Prioritize mental health. I see a mental health professional every other week to maintain my mental well-being.

5. Obtain Lifelong Learning and Purpose

• At the beginning of my career, I thought I would do my two years in public accounting and then move on to a controller or CFO role. However, over the past 27 years, I've learned something new every single day. Early on in public accounting, I had the opportunity to interact with business owners and high-level executives, which was invaluable.
• In my 20s, I worked for a large international construction company in Queens, NY. The CFO made it clear that he would only answer questions at 7 a.m. I lived at my wife's mother's house, so I had to be up by 5 a.m. She was a school bus driver and would wake up early to buy me a bagel and coffee before I headed into Queens. It wasn't fun then, but looking back, I realize how that experience sparked something in me. I learned the importance of being on time and delivering results on budget, which instilled a sense of ownership and pride.
• I was an assurance specialist for the first 15 years of my career. Twelve years ago, the firm asked me to take over the real estate practice, which required a solid understanding of tax. At that time, I knew very little about tax, so I quickly sought help and asked many questions of my tax-expert colleagues. Today, public accounting offers numerous opportunities to pivot within the firm, whether in advisory, tax, assurance, or family office services.
• For the last few years, my daughter and I have raised money for a unique charity each year by running a 5K on Thanksgiving morning. Knowing that I am helping others, even if it's just a small contribution to a greater cause, gives me a sense of purpose.

It's especially important for those of us who have found success in this business to share our stories. A career in public accounting has provided me with so much; I've been able to support my family financially and never miss a moment. My son is an accounting major at the University of South Carolina, and I hope this inspires him as well.

I want to give a shout-out to my family, especially my wife of 22 years, Patti Narcise. Thank you for your unwavering love and support throughout this journey. I have three children: Alex (20), Abbey (18) and Avery (12). They are the most important people in my life.

There is still a long way to go in this business, but I am very excited about the future of the CPA profession and all its possibilities.