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Financial empathy for CPAs isn’t an oxymoron

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Deep in the heart of busy season, probably the last thing on your mind is feeling empathy for your clients when they’ve been procrastinating and are so disorganized. But in an increasingly competitive business climate, if you’re not able to make a true connection with your clients, they could easily move to a more empathetic firm, even one lacking your experience and technical acumen.

The word “empathy” gets thrown around a lot these days, but quite simply empathy is the ability to see the world through someone else’s eyes, to walk in their shoes and to understand their emotions and connect with them on a deeper level — without judgement. When you do that, clients will feel like they are the most important person in your life. Don’t underestimate the power of empathy.

Taking it a step further, “financial empathy” is about understanding and recognizing the emotional impact that money issues have on someone’s life. It’s about understanding the story beneath the numbers. It’s about acknowledging that money problems can be incredibly stressful and anxiety-provoking for clients, which affects their overall sense of wellbeing. 

While financial empathy isn’t covered in most accounting curricula or CPE courses, high-performing CPAs are increasingly incorporating into their practices. Dr. Michael Thomas, a former auditor with a degree in accounting, now an author, TEDx speaker, and financial planning educator at the University of Georgia, told me on my podcast thatFinancial empathy incorporates the three elements of empathy: 1. Cognitive empathy;2. Affective empathy (i.e., emotional empathy); and,

3. Compassionate empathy. The goal, he said, is to move through understanding and emotional connection to reach a compassionate response.

Real-world example

David, a newly divorced business owner, was filing taxes alone for the first time as a single. His ex-wife had always handled their finances, leaving him overwhelmed by investment losses, business deductions, and estimated tax payments.

David’s conversation with his CPA began with: “I messed up, I should have known.” Using cognitive empathy, his accountant reassured him that many business owners face similar challenges, and he explained David’s tax situation in simple terms. With affective empathy (i.e., feeling the same emotion that another person is feeling), his CPA created a safe space for questions, validating David’s concerns without judgment. Through compassionate empathy, the CPA helped David create a tax plan that he fully understood. It was the first step in a holistic financial plan, giving the client peace of mind and a path toward financial stability.

By replacing shame with understanding, the CPA empowered David to take control of both his personal and business finances.

Benefits of being an empathetic CPA

  • It helps you move clients away from financial shame toward vulnerability and openness.
  • It enables clients to share complete information needed for effective financial planning.
  • It builds lasting trust and long-term relationships.
  • It creates mutual growth for both advisor and client.
  • It allows money to serve as a conduit to a client’s authentic goals and joy.

Implementing financial empathy in your practice

  • Financial empathy involves active listening beyond just hearing words —- understanding the interaction of communication and emotion.
  • Financial empathy requires advisors, including CPAs, to self-regulate their own emotional responses while engaging with clients.
  • Financial empathy slows down the process so you can hear clients’ needs more effectively.

“As advisors, we get so excited when we use our technical skills to solve a client’s problem, but clients don’t always see it that way” if it’s just numbers, formulas and regulations, Dr. Thomas noted. “Financial empathy is going through the process of understanding the emotional experience, so the client feels seen and feels heard,” he added. 

Thomas said that’s when the NURSE algorithm can be very impactful for accountants and other financial advisors: Name the thing. Understand it. Respect the experience. Support the individual. Explore solutions collaboratively with your client.

Let’s look at how the NURSE framework can help a business owner like David whom we met above:

  • Name the thing. Acknowledge his feelings of overwhelm, uncertainty and difficulties of divorce. “David, it sounds like you are feeling overwhelmed and uncertain about your finances.”
  • Understand it. Take the time to listen to your client’s concerns, their fear of making mistakes, confusion over investment losses, and anxiety about taxes, before offering solutions: “David, many people in your position feel the same way. Walk us through the situation and let us know what’s on your mind.”
  • Respect the experience. Rather than focusing solely on technical fixes, recognize the emotional weight David feels about managing finances post-divorce. Often this is where advisors go immediately into problem-solving mode. Instead, take time to acknowledge your client’s feelings, before getting into the facts. “You’ve had a lot on your plate, David. Handling this alone for the first time is a big adjustment.”
  • Support the individual. Create a safe, judgment-free space where your client feels comfortable asking questions, ensuring they fully understand their new tax obligations and how those obligations fit into their business operations: “David, you don’t need to have it all figured out today. That’s what we’re here for. We can break it down one step at a time.”
  • Explore solutions collaboratively. Instead of simply prescribing a planning strategy, work with your client to develop a tax plan collaboratively — a plan they understand and feel confident implementing: “David, we’ve made great progress today, and now you have clear next steps for both your business and personal finances. This should give you a path toward greater peace of mind and financial confidence.”

By integrating financial empathy with structured guidance, David’s CPA helped him replace stress with confidence, ensuring he felt both clarity and control over his personal and business finances.

Still not convinced? Well, according to Dr. Thomas, there are four main risks for accountants and financial advisors who don’t develop their empathy skills and overall soft skills:

  1. “Pseudo-empathetic response.” This is when advisors default to technical expertise when emotionally challenged.
  2. Reverting to sympathy (“feeling bad that you feel bad”) rather than true empathy.
  3. Forgetting that while you may be comfortable with numbers, clients may have an aversion to numbers and advanced math.
  4. Rushing to solutions without understanding emotional context. That’s the evil Advice Monster at work.

As Dr. Thomas explained, all humans understand basic emotions like fear, even if contexts differ. Clients won’t share vulnerability unless they feel seen and heard. The empathy process can change you as much as the client. Technical solutions should not be delivered with emotional awareness.

Financial empathy isn’t about being overly emotional or sacrificing technical expertise; it’s about creating a framework for more effective client relationships. That’s why I originated the Advis-ROR methodology (Return on Relationships).  After all, isn’t that why you are your clients’ most trusted advisor?

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Accounting

IRS offers penalty relief for micro-captive transactions

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The Internal Revenue Service issued a notice Friday giving some breathing room to participants and advisors involved with micro-captive insurance companies.

In January, the IRS issued final regulations designating micro-captive transactions as “listed transactions” and “transactions of interest,” akin to tax shelters. The IRS had proposed the regulations in 2023 but needed to be careful to comply with the Administrative Procedure Act to allow for a comment period and hearing after a 2021 ruling by the Supreme Court in favor of a micro-captive company called CIC Services because the IRS hadn’t followed those procedures back in 2016 when designating micro-captives as transactions of interest. However, the micro-captive insurance industry has asked for more time to comply with the new reporting and disclosure requirements, and one group known as the 831(b) Institute announced earlier this week it had sent a letter to the IRS’s acting commissioner requesting an extension.

On Friday, the IRS issued Notice 2025-24, which provides relief from penalties under Section 6707A(a) and 6707(a) of the Tax Code for participants in and material advisors to micro-captive reportable transactions for disclosure statements required to be filed with the Office of Tax Shelter Analysis. However, the relief applies only if the required disclosure statements are filed with that office by July 31, 2025. 

In the notice, the IRS acknowledged that stakeholders had raised concerns regarding the ability of micro-captive reportable transaction participants to comply in a timely way with their initial filing obligations with respect to “Later Identified Micro-captive Listed Transactions” and “Later Identified Microcaptive Transactions of Interest.”

In light of the potential challenges associated with preparing disclosure statements during tax season and in the interest of sound tax administration, the IRS said it would waive the penalties under Section 6707A(a) with respect to Later Identified Micro-captive Listed Transaction and Later Identified Microcaptive Transaction of Interest disclosure statements completed in accordance with Section 1.6011-4(d) and the instructions for Form 8886, Reportable Transaction Disclosure Statement, if the participant files the required disclosure statement with OTSA by July 31, 2025.   

The relief is limited to Later Identified Micro-captive Listed Transactions and Later Identified Micro-captive Transactions of Interest. However, the notice does not provide relief from penalties under Section 6707A(a) for participants required to file a copy of their disclosure statements with OTSA at the same time the participant first files a disclosure statement by attaching it to the participant’s tax return.  

Taxpayers who are concerned about meeting the due date for these disclosure statements can ask for an extension of the due date for their tax return to obtain additional time to file such disclosure statements. The disclosures required from participants in micro-captive listed transactions and transactions of interest on or after July 31, 2025, remain due as otherwise set forth in the regulations. 

There’s also a waiver for the material advisor penalty for similar reasons. “In light of potential challenges associated with preparing disclosure statements during tax return filing season and in the interest of sound tax administration, the IRS will waive penalties under section 6707(a) with 5 respect to Later Identified Micro-captive Listed Transaction and Later Identified Microcaptive Transaction of Interest disclosure statements completed in accordance with § 301.6111-3(d) and the instructions to Form 8918, Material Advisor Disclosure Statement, if the material advisor files the required disclosure statement with OTSA by July 31, 2025,” said the notice. “Disclosures required from material advisors with respect to Micro-captive Listed Transactions and Micro-captive Transactions of Interest on or after July 31, 2025, remain due as otherwise set forth in § 301.6111-3(e).  This notice does not modify any list maintenance and furnishment obligations of material advisors as set forth in section 6112 and § 301.6112-1. “

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Accounting

Transforming accounting firms through connected leadership

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In my work with accounting firms, I’ve lost count of how many times I’ve heard partners say some version of: “We’re paying top dollar. Why are people still leaving?” One conversation particularly sticks with me — a managing partner genuinely baffled by rising turnover despite offering excellent compensation packages.

What I often discover isn’t surprising: Many firms have mastered technical excellence and client service while leadership runs on autopilot. They focus almost exclusively on metrics and deadlines, forgetting the human element. No wonder talented professionals walk out the door seeking workplaces where they’re valued for more than just their billable hours.

We’re facing a significant talent challenge in our profession. From 2020 through 2022, approximately 300,000 U.S. accountants and auditors have left their jobs — a dramatic shift that should concern all of us. While retiring baby boomers account for some of this exodus, we also see professionals in their prime years leaving the profession.

(Read more:Connected Leaders: Cultivating deeper bonds for team success“)

The timing couldn’t be worse. The Bureau of Labor Statistics projects about 136,400 accounting and auditing job openings annually through 2031, creating a significant gap between talent supply and demand. This challenge requires more than recruitment tactics or compensation increases — it demands a fundamental shift in how we lead.

The disconnection crisis

Traditional accounting leadership has often prioritized technical excellence and client service at the expense of human connection. We’ve built cultures where being constantly available somehow equals commitment, boundaries are treated as limitations rather than assets, and professional development means technical improvement instead of leadership growth.

Technology has both connected and disconnected us. I’ve worked with firms where team members haven’t had a meaningful conversation with their managers in months despite being on Zoom calls together every day. This disconnect leads to declining engagement and stalled innovation, and makes retaining talented professionals increasingly difficult.

Connected leadership isn’t complicated — it’s about creating real relationships through intentional practices that build trust. It’s the opposite of the “manage by spreadsheet” approach that’s all too common in our profession.

I love thinking about connected leadership like conducting an orchestra. Great conductors don’t just keep time — they understand what makes each musician unique, create space for individual expression within the group, and know when certain sections should shine while others provide support. Most importantly, they get that beautiful music comes from relationships, not just technical precision.

This approach sits at the heart of what I teach through The B³ Method — Business + Balance = Bliss. When leaders create environments where team members feel genuinely seen and valued, magic happens — both in personal fulfillment and on the bottom line.

orchestra conductor

Alenavlad – stock.adobe.com

The business case for connection

Before dismissing this as too “soft” for our numbers-driven profession, consider the data. According to Gallup’s 2024 State of the Global Workplace report, low employee engagement costs the global economy $8.9 trillion annually — an extraordinary sum that affects businesses of all sizes.

Organizations with high engagement see 21% higher profitability and significantly lower turnover. What accounting leaders really need to understand is that managers account for 70% of the variance in team engagement. When managers themselves are engaged, employees are twice as likely to be engaged too. These positive shifts translate to better retention, stronger client relationships and improved profitability.

Beyond retention, connected leadership directly impacts client relationships and innovation. When team members feel psychologically safe, they’re more likely to raise concerns, suggest improvements, and deliver exceptional client service.

Becoming a connected leader

You don’t need to overhaul your entire firm to start seeing results. Try these practical approaches:

  1. Take a beat. Before jumping into solutions or directives, pause to really listen. Some of my most successful clients start meetings with “connection before content” — spending just a few minutes establishing human connection before diving into the agenda. I recently had an attendee of my Connected Leadership workshop tell me: “Taking just two minutes to meditate can remarkably reset the nervous system, providing a quick and effective way to find calm and focus during a busy workday.”
  2. Create boundary rituals. Work-life harmony isn’t about perfect balance — it’s about intentional integration. Help your team establish clear boundaries that actually enhance client service, like “no-meeting Fridays” or dedicated deep work blocks. One partner told me their key takeaway was “to take care of myself to be better in all aspects of life!”
  3. Measure what matters. Beyond billable hours and realization rates, assess team connections through regular check-ins focused on engagement and belonging. Another workshop participant noted that, as a leader, they must take “100% responsibility for my own actions and outcomes.” What gets measured gets managed — so measure the human element, too.
  4. Get comfortable with vulnerability. Share appropriate challenges and lessons learned, showing that vulnerability is a strength. Poignant feedback from my last workshop stated: “For the managing partners and leaders of the organization to put out there for us their vulnerabilities, past struggles, and pain is a testament to their humanity and endurance, and that is a powerful takeaway.”

The future of accounting leadership

Implementing connected leadership will likely face resistance, particularly in traditional accounting environments. This approach can initially be misperceived as “soft” or less important than technical skills. However, the firms that successfully navigate this transition recognize that connected leadership isn’t separate from business success — it’s foundational to it.

When faced with resistance, start small with measurable experiments. Document outcomes, adjust approaches and gradually expand successful practices. Focus on the business case rather than just the human case, though both are equally important.

As our profession navigates unprecedented talent challenges, we need to evolve how we lead. The firms that will thrive won’t just be those with the best technical expertise — they’ll be the ones where leaders prioritize connection alongside excellence.

I challenge you: Are you leading in a way that creates meaningful relationships, or are you perpetuating a culture where people feel like just another billable resource? Your answer might determine whether your firm struggles to keep talent or becomes a magnet for professionals seeking both success and fulfillment.

In an orchestra, the most powerful moments often come not from individual instruments playing louder, but from all sections playing in harmony. The same is true for our teams.

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Accounting

Ohio welcomes out-of-state CPAs after new law

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Ohio’s new law providing an alternative path to a CPA license has taken effect after 90 days and the Ohio Society of CPAs is pointing out another provision of the law, enabling out-of-state CPAs to practice in the Buckeye State.

Ohio Governor Mike DeWine signed House Bill 238 in January, enabling qualified CPAs from other states to work in Ohio, The OSCPA noted that other states are working to adopt similar language to Ohio. 

“Automatic interstate mobility essentially works like a driver’s license,” said OSCPA president and CEO Laura Hay in a statement Thursday. “You can drive through our state without an Ohio license, but you still must follow our laws and if you don’t, you’re penalized. The same applies here – a licensed CPA in good standing can now practice here but must adhere to our strict professional standards.”

Four other states — Alabama, Nebraska, North Carolina and Nevada — currently function under this model. That means a CPA with a certificate in good standing issued by any other state is recognized and allowed practice privileges in those four states as well as Ohio. A number of states like Ohio are also taking steps to provide alternative pathways to CPA licensure aside from the traditional 150 credit hours. In addition, approximately half of all jurisdictions have indicated they are shifting to automatic mobility to ensure that CPAs from all states will have practice privileges and be under the jurisdiction of the state’s board of accountancy.  

“The realities of globalization and virtualization place greater importance on the individual’s qualifications, rather than their place of licensure,” Hay stated. “And the more states we have that accept this model, the more successful we will all be in addressing the national CPA shortage.”

State CPA societies as well as the American Institute of CPAs and the National Association of State Boards of Accountancy have been working on ways to make the CPA license more accessible to expand the pipeline of young accountants coming into the profession and relieve the shortage. 

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