July 16, 2025

Space to Serve Well: The Beauty of Boundaries

52 minutes

Recorded live at Scaling New Heights, Nayo Carter-Gray shares her hard-won wisdom on setting client boundaries, and her frustration in receiving a scathing one-star review that turned into a teaching moment. From effective communication skills, to tools such as using answering services and shared email inboxes, to crafting the perfect out-of-office message and managing client expectations through education… she reveals how clear strategies and proactive systems create better client relationships, not damaged ones. You'll learn why "no" is a complete sentence and discover practical tools to protect your time without the guilt.

Sponsors
Forwardly - https://www.forwardly.com/shecounts
Ignition - https://www.ignitionapp.com
Keeper - https://keeper.app/shecounts/

(00:00) - Introduction and Welcome

(01:34) - First In-Person Podcast and Guest Introduction

(02:03) - Episode Topic: The Beauty of Boundaries

(03:29) - Nayo's One Star Review Story

(07:02) - Setting Boundaries in Client Relationships

(13:42) - Automation and Client Communication

(25:16) - Effective Communication Strategies

(28:19) - Team Communication and Client Management

(29:12) - Shared Email Inboxes and Tools

(30:10) - Setting Realistic Expectations

(31:29) - Time Management Techniques

(33:52) - Importance of Personal Time

(35:58) - Proactive Communication and Boundaries

(38:22) - Email Management Strategies

(49:16) - Acknowledgements and Closing Remarks

Links mentioned in this episode:

Nayo Carter-Gray - https://www.linkedin.com/in/nayocartergray/
First Step Accounting - https://1ststepaccounting.com/about/
Accounting Cornerstone Foundation - https://accountingcornerstone.org/
Bridging the Gap conference - https://www.btgconference.com/
The Net Gains - https://www.thenetgains.co/
Scaling New Heights - https://www.woodard.com/scaling-new-heights-2026
Hope Brown on LI - https://www.linkedin.com/in/hope-brown-msa-afsp-463a44239/
Insightful Accountant - https://insightfulaccountant.com/
The Proposal & Beyond: Designing an Effortless Client Onboarding Experience - Insightful Accountant w/ Questian Telka - https://hubs.li/Q03wDSSD0
Out-of-Office Message Template:
- Dear [Client's Name],
  From [start date] to [end date], I’ll be taking some much-needed time off.
  For urgent matters, please contact [Colleague’s Name].
  I value our partnership and assure you that all tasks will be handled with the same dedication and efficiency.

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By Questian Telka, EA & Nancy McClelland, CPA

4.9

1515 ratings