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The power of immediate feedback at your accounting firm

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We all love our pets, but we sometimes forget to reward them promptly for the positive behaviors we’re encouraging.

Take dogs, for instance. Studies show the longer we wait to reward our pups for a behavior, the less effective the training becomes. Even waiting five or 10 seconds to praise Roscoe for being a “good boy” can diminish the learning effect. He’ll be very confused if you wait until the next morning to reward him with a biscuit. And if he happens to be barking at the postal carrier at the time, he’ll think he should get a biscuit every time he barks at the postal carrier. That’s not the behavior you want to reward. 

The same is true for our team members. If we wait for the annual or quarterly review to give them feedback about their performance, it’s ancient history by then and doesn’t carry much weight. Instead, let’s think about ways to shorten the feedback cycle to create more consistent behaviors in our firms. It could simply be public praise as in: “We received excellent feedback from our client 20 minutes ago. Great job, Sarah!”

Sarah worked late several evenings last week to track down a traveling senior partner so he could resolve a complex client issue. However, if the firm didn’t acknowledge Sarah’s effort promptly, she (and her colleagues) would assume they didn’t appreciate the extra effort. Mentioning the extra effort at her next formal review wouldn’t mean much, either.

As a firm leader you have hundreds of opportunities every week to give positive feedback to your team. By giving out kudos and rewards in small frequent doses, you build positive momentum. It’s a great way to keep your team motivated and engaged because it shows you’re paying close attention to their efforts. Compare this approach to what most of us default to: We wait until the annual or quarterly review to acknowledge our team’s efforts. That’s not soon enough, and the message won’t sink in.

The same is true for compensation. You may want to pay a talented person way above market rate to join your firm. The pay bump might get them in the door, but it won’t keep them motivated and engaged once they’re onboard. To keep them motivated and aligned with the firm’s vision during their tenure, you’ll need to provide consistent, real-time feedback.

Suppose a team member stepped up and tackled a thorny challenge that no one else at the firm wanted to deal with. That’s huge. Their efforts should be celebrated ASAP in front of the whole firm. You could give the team member a gift card to a great restaurant or a store they like. Or you could give them a company credit card and tell them to put a nice meal on it with their significant other. Everyone else will get the message: “OK, this is what the firm is paying attention to.” Don’t wait until their quarterly or annual review to show your appreciation. 

Creating micro-feedback

Start by making it a point to keep your ear to the ground. Make sure everyone on the team knows you’re paying close attention to all the small wins that are occurring daily. You can even use tools like Bonusly to help you keep track of those wins and reward team members points for their efforts. Like pets, humans are trainable. Figure out which types of positive behaviors you’re trying to drive and then incentivize your team with micro-rewards along with prompt, clear feedback. That way, your organization is continually learning and teaching. I’ve found it’s the best way to create engagement when people clearly understand what firm leaders are paying attention to. 

The great thing about accounting firms is that almost everything your people do is tracked. It should be easy to find all kinds of little wins that add up to positive momentum. Unfortunately, too many of these wins go unnoticed and just get rolled into the employees’ annual billing total.

As the old saying goes: “If a tree falls in a forest and no one is around to hear it, does it make a sound?” When Friday rolls around, if a team member had an amazingly productive week, make sure they are publicly praised and receive a mini reward such as a $200 gift card. If you think about it, giving out 50 weekly gift cards at $200 each is equivalent to a $10,000 year-end bonus. However, the gift cards come with a bigger kicker — public acknowledgment. You can’t put a price tag on that. Which type of “bonus” do you think will keep team members more motivated? 

The key is to commit to finding ways to reinforce the behaviors that you want faster and more consistently. By the time you get to quarterly or annual reviews, you’re not reinforcing anything. You’re just rehashing something that happened in the distant past. It’s not a good use of your team or the team member’s time. 

Addressing negative behavior promptly

The same approach works for negative behaviors you’re trying to correct. If you see someone engaging in negative behavior, that needs to be addressed promptly as well. When it comes to correcting negative behavior, however, you want to deal with that privately, discreetly and very clearly. Public praise can be enormously effective for building a high-performing firm. Public humiliation can be toxic. 

If you see positive behavior that you want to see more of, don’t hesitate to make it a huge deal. Don’t hesitate to overdo it with accolades and praise for team members who go above and beyond. You’ll get more back than you ever imagined possible, and it will make you feel good about yourself, too. It’s not so much about the reward itself; it’s about when you dish out the reward.

What is your firm doing to provide faster, more meaningful feedback to team members? I’d love to hear from you. 

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Accounting

Trump tax bill advances after deal for faster Medicaid cuts

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A key House committee advanced President Donald Trump’s giant tax and spending package after Republican hardliners won agreement from party leaders to speed up cuts to Medicaid health coverage.

The vote in the House Budget Committee paves the way for passage of the legislation as soon as Thursday, House Republican leadership aides said Monday. 

The late Sunday night committee vote followed a weekend of negotiations with four ultraconservatives on the panel who on Friday joined with Democrats to reject the legislation. Those hardliners instead abstained on Sunday and voted present, allowing the bill to advance.

Representative Chip Roy of Texas, one of the four hardliners, said party leaders agreed to move up Medicaid work requirements expected to kick millions of beneficiaries off the health coverage program and more quickly phase out clean energy tax breaks.

But Roy still expressed dissatisfaction, saying the measure “does not yet meet the moment.” Roy and the House Freedom Caucus said in posts on X they are hoping to win additional cuts before the bill comes up for a vote on the House floor.

Budget Committee Chairman Jodey Arrington said he didn’t know what changes the party leaders had agreed to make. The changes will be added later, before the legislation is voted on by the full House.

House Speaker Mike Johnson told reporters “there’s a lot more work to do” on the tax bill but said he would push on Medicaid work requirements “to make it happen sooner, as soon as possible.” 

On Monday, House Majority Leader Steve Scalise told CNBC that work requirements would start in 2027, two years earlier than the timeframe in the draft legislation. But the Republican leadership staff later said that the date has not yet been settled.

Republicans broadly agree about imposing work requirements on Medicaid, the leadership aides told reporters. The discussion is around the start date, the people said. Republicans are also continuing to discuss the cap on the state and local tax deduction and when clean energy credits will phase out, they said.

There is strong support among Republicans for the tax cuts at the core of the package, providing an impetus to work out political differences.

But the House panel’s initial rejection of the legislation and the two-day impasse was an embarrassing setback for Republican leaders on their top legislative priority, highlighting ferocious infighting among party factions over components of the sprawling multi-trillion dollar fiscal package.

Trump fulminated against the ultraconservatives on social media Friday after they blocked the legislation, accusing them of “grandstanding” demands.

“It’s essential that every Republican in the House and the Senate unites behind President Trump and passes this popular and essential legislative package,” White House Press Secretary Karoline Leavitt told reporters Monday morning.

She added that Trump plans to be “very engaged” as the bill moves through Congress and will likely call members directly if they are waffling on their support for the bill.

More turbulence may lay ahead as the legislation proceeds toward a vote by the full House and then consideration in the Senate, where the deeper Medicaid cuts the hardliners demanded as well as other provisions face scrutiny, if not outright opposition.

Republicans from high-tax states such as New York, New Jersey and California have threatened to defeat the legislation unless they get a higher limit on the federal income tax deduction for state and local taxes. 

Deficit worries and long-term interest rates approaching 5% have enhanced a campaign by the party’s right flank to seek deeper cuts to government spending. Those concerns were highlighted on Friday evening when Moody’s lowered the U.S. credit rating to Aa1 from Aaa.

If the House does pass a version of their bill, more obstacles await in the Senate.

Senator Josh Hawley, a Missouri Republican, has said he would not vote for the House measure’s cuts to Medicaid benefits and points to cutting prescription drug prices as a better way to gain savings.

The bill’s Medicaid cuts could also face skepticism from moderate Republicans, including Susan Collins of Maine and Lisa Murkowski of Alaska — who helped defeat Trump’s effort to repeal the Affordable Care Act in 2017. 

Still other senators, including Thom Tillis of North Carolina, whose state has billions in green energy projects already built or in the works, want a more gradual phase-out of Biden administration clean-energy tax incentives.

As initially unveiled by House Republicans, many clean energy credits would begin to phase out in 2029.

The tax breaks, which include incentives for wind and solar power, nuclear power and other sources of clean energy, have been ripe targets for lawmakers looking to offset the cost of extending Trump’s cuts.

Others, like the tax credit for electric vehicles, would in most cases phase out starting at the end of 2025.

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Accounting

EY accused of negligence at £2B trial over NMC Health

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EY continued to audit NMC Health Plc despite suspicions that management withheld key documents that revealed its true debt position, lawyers for the collapsed firm argued at the start of a £2 billion ($2.7 billion) London trial.

NMC’s administrator, Alvarez & Marsal, sued EY in London alleging negligence and failure to spot the billions of hidden debt between 2012 and 2018 when EY was the auditor. NMC was put into administration in 2020 following allegations of fraud at the health care provider. 

“It is remarkable that, despite its suspicions that management was lying about being unable to provide access to the group’s general ledger, EY continued to conduct the audits,” lawyers for NMC said on the first day of the London trial. 

EY denies the allegations and said the claims were “unfounded.” “Even a bloodhound was likely to be deceived in this case, let alone a competent watchdog,” lawyers for the audit firm said in court filings.

The collapse of NMC sparked a flurry of lawsuits and investigations in the U.K. and U.S. as different sides point the finger of blame. The U.K.’s markets watchdog previously censured the fallen Middle Eastern hospital operator, saying the once-FTSE100 listed firm misled investors about its debt position by as much as $4 billion.

NMC’s case is “enormously inflated” and the “true losses, if any, are far less than its headline claim,” lawyers for EY said in court filings. “NMC’s pleaded case depends on both an exaggerated conception of the scope of EY’s duty and an unrealistic premise as to how auditors faced with challenging client circumstances should behave.”

The health care company was put into administration in 2020 by a London court as the scale of the firm’s troubles emerged following a short seller’s report. 

“This was a complex, pervasive and collusive fraud, and responsibility for it lies squarely with its perpetrators, including NMC’s owners, directors and the treasury and finance team,” EY’s spokesperson said in a statement.

The firm’s founder Bavaguthu Raghuram Shetty, who is not a party to the case, has previously denied any wrongdoing saying he was a victim of the fraud. Shetty, who was sued separately by NMC, blamed former senior executives and EY for the alleged fraud. Shetty’s lawyers didn’t immediately comment on the trial.

EY agreed to remove auditors who sought more information from NMC, replacing them with people “hand-picked” by the collapsed hospital operators’ top shareholders, lawyers for NMC alleged.

The auditor was the victim of “active concealment” of the fraud and it had risen to the challenges posed by “bombastic style” of functioning by the majority shareholders’ representative on the firm’s board, according to EY’s lawyers.

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Accounting

Let a non-CPA do it!

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With accounting talent so hard to find, Wiss’ Paul Peterson shares how his firm has cultivated non-accountants and non-CPAs to fill the gap.

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