How to Elevate Client Service While Maintaining Healthy Boundaries

“Technology should enhance relationships—not replace them.” 

In a digital-first world, the accounting profession finds itself at a crossroads—balancing efficiency with empathy. On this episode of Accounting ARC, co-hosts Liz Mason, CPA; Byron Patrick, CPA.CITP, CGMA; and Donny Shimamoto, CPA.CITP, CGMA, delve into what it really takes to provide meaningful client service in the age of automation. 

Client Service Still Matters
“Client service is the number one reason we hear that clients are looking for a new CPA firm,” says Mason, founder and CEO of High Rock Accounting. While automation, portals, and chatbots have streamlined workflows, they’ve also created a disconnect. “Technology should enhance relationships—not replace them,” she adds. 

Patrick, CEO of VERIFYiQ and co-founder of TB Academy, reflects on how technical competence alone isn’t enough. “You could be a marginal accountant and still succeed if you’re great at customer service,” he says. Drawing from his days as a paperboy, Patrick emphasizes that service mindsets are often shaped long before professionals step into an accounting firm. 

The Role of Boundaries
Accountants face growing pressure to always be available—but that doesn’t mean sacrificing well-being. “Boundaries are not barriers to service. They’re enablers of sustainability,” points out Shimamoto, founder and managing director of IntrapriseTechKnowlogies LLC and founder and inspiration architect for the Center for Accounting Transformation. Mason agrees: “I answer client emails from the chairlift—not because I have to, but because I choose to manage my energy and time.” 

Their message is clear: define your availability, communicate expectations up front, and deliver consistently. “It’s not about saying no—it’s about saying yes in a way that works for both parties,” Mason explains. 

Training and Tech Expectations
While universities may not teach client experience, firms can and should. “Firms must intentionally onboard team members into their unique service ethos,” says Shimamoto. The hosts also stress the importance of managing vendor relationships—especially when tech failures impact the client experience. 

“Don’t overlook vendor support. If a platform causes friction for your client, you own that experience,” Mason warns. 

Generation Shift and Communication
The episode closes with a nod to the generational shift in the profession. While younger professionals often prefer async communication, client service still depends on understanding how the client wants to engage. “Ask how they prefer to interact, and deliver accordingly,” advises Mason. 

Whether you’re a seasoned partner or a new hire, this episode delivers actionable insights for redefining client service in modern accounting. 

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