Navigating CAS Niches, Building Team Capacity, and More : CAS Summit 2025

Summary

In this episode, we wrap up the final panel discussion with a dynamic group of industry leaders sharing their insights on the world of finance and accounting. The panel features Stacey Feldman, COO of Full Send Finance, who specializes in servicing early-stage companies; Justine Lackey, founder of one of America’s first virtual bookkeeping companies, now teaching others how to scale their practices; Chase Vowell, CEO of Flux Accounting, focused on grocery stores and niche markets; and Samantha Mansfield, a senior consultant with Convergence Coaching, who brings nearly 15 years of experience to the table. The discussion kicks off with light-hearted beverage preferences, setting an engaging atmosphere before diving into actionable insights for listeners. Tune in for valuable advice on growth, niche markets, and building successful financial practices.

Effective capacity management is crucial for firms aiming to scale while ensuring high levels of client satisfaction and employee well-being. The podcast episode highlights several key strategies that underscore the importance of proactive hiring and training to prepare staff before client demand increases. Here are the main points discussed by the panelists:

Proactive Hiring

1. Anticipating Client Demand: Firms should have a clear understanding of their sales pipeline and client onboarding processes. For instance, Chase mentioned that his firm typically onboards about five new business clients each month. By anticipating a predictable influx of clients, firms can plan their hiring accordingly, ensuring they have the necessary staff in place before demand spikes.
2. Building a Recruitment Pipeline: As highlighted by Stacey, a structured approach to hiring is essential. This includes identifying the skills needed for specific roles and maintaining a pool of candidates. By hiring talented individuals who can manage a wide range of responsibilities, firms can create a more flexible workforce that adapts to changing client needs.
3. Utilizing Referrals and Internships: Chase also pointed out the effectiveness of leveraging referrals from existing staff and internships to find entry-level talent. This approach not only helps fill positions quickly but also fosters a sense of community and trust within the team.

Comprehensive Training

1. Structured Onboarding Process: The panelists emphasized the importance of having a well-defined training program. For example, Chase mentioned that it takes about two months to train new hires to the point where they can effectively service clients. This structured onboarding process ensures that new employees are equipped with the necessary skills and knowledge before they start working with clients.
2. Cross-Training and Documentation: Stacey discussed the use of internal tools to document processes and create training materials. By having comprehensive resources available, firms can facilitate cross-training among team members, allowing for greater flexibility in managing workloads and client demands.
3. Monitoring Capacity and Utilization: Effective capacity management involves regularly assessing team members’ workloads to ensure they are not overwhelmed. Justine highlighted the importance of time tracking, even if the firm does not bill hourly. This data can help identify when team members are nearing capacity and when additional hiring or support is needed.

Preventing Burnout and Maintaining Client Trust

1. Balancing Workloads: The panelists agreed that managing staff capacity is not just about filling positions but also about ensuring that employees are not overworked. Samantha pointed out that stressed-out teams are not healthy teams, and it is essential to create an environment where employees feel supported and valued.
2. Client Experience and Trust: Maintaining client trust is paramount. Justine emphasized that once trust is eroded, it can be challenging to regain. By ensuring that staff are adequately trained and prepared to handle client needs, firms can deliver a consistent and high-quality client experience, which is crucial for long-term relationships.
3. Delegation and Team Collaboration: Effective delegation is another critical aspect of capacity management. Samantha noted that allowing team members to take on responsibilities that do not require specialized knowledge can free up more experienced staff to focus on complex tasks. This not only enhances the overall client experience but also helps in managing workloads more effectively.

In conclusion, effective capacity management is a proactive approach that involves strategic hiring, comprehensive training, and ongoing monitoring of staff workloads. By preparing staff before client demand increases, firms can prevent burnout, maintain client trust, and ultimately foster a healthier work environment that supports growth and success.

Managing Staff Capacity in Accounting Firms

In the podcast episode, several panelists discussed the critical topic of managing staff capacity within accounting firms, particularly in the context of client onboarding, staff training, and overall team management. Here are the key insights shared by the panelists:

Importance of Capacity Planning

1. Proactive Capacity Management: Chase Vowell from Flux Accounting emphasized the need for proactive capacity planning, especially as they onboard about five new business clients each month. He highlighted the importance of maintaining a recruitment and training pipeline to ensure that new hires are ready to meet client demands without compromising service quality.
2. Training Timeframes: Chase noted that it takes approximately two months to train new hires to the point where they can effectively service clients. This timeframe necessitates planning ahead to ensure that there are always enough trained staff available to handle incoming clients.
3. Top-Down Hiring Approach: Stacey Feldman from Full Send Finance shared her firm’s strategy of hiring talented individuals who can manage a wide range of clients. This top-down approach allows team leads to train their support staff, thereby increasing overall capacity. Regular meetings help assess how much time is being spent on each client and identify specific skill sets needed for future hires.

Tools and Techniques for Capacity Management

1. Time Tracking: Justine Lackey emphasized the importance of time tracking as a fundamental tool for understanding how long tasks take, even if the firm does not bill hourly. This data is crucial for making informed decisions about hiring and resource allocation.
2. Internal Data Tools: Stacey mentioned that Full Send Finance has developed an internal data warehouse that connects various systems to provide real-time dashboards. This allows the firm to track metrics such as team utilization and client margins, which are essential for effective capacity planning.
3. Project Management Methodologies: Samantha Mansfield pointed out that incorporating project management methodologies can help firms better understand the skill sets required at different stages of client work. This approach can enhance capacity planning by ensuring that the right resources are allocated at the right times.

Team Management and Development

1. Delegation: Samantha stressed the importance of effective delegation within teams. She noted that many professionals struggle to let go of tasks, which can lead to burnout. By delegating responsibilities appropriately, firms can ensure that specialized staff focus on high-value tasks while other team members handle more routine work.
2. Team Engagement: Justine shared her experience of fostering team engagement through initiatives like “Getting to Know You” forms, which help build camaraderie among remote team members. This approach not only enhances team culture but also aids in onboarding new employees.
3. Regular Check-Ins: Stacey described the importance of regular check-ins and meetings to assess project statuses and team capacity. These meetings help maintain open lines of communication and ensure that everyone is aligned on priorities and workloads.

Metrics for Success

1. Key Performance Indicators (KPIs): The panelists discussed various KPIs that are essential for tracking capacity and performance. These include:
2. Net new Annual Recurring Revenue (ARR)
3. Regrettable churn rates
4. Gross profit margins
5. Team and client Net Promoter Scores (NPS)
6. Project completion rates within Service Level Agreements (SLAs)
7. Focus on Outputs: Samantha advocated for measuring outputs rather than just time spent on tasks. This shift in focus can help firms better understand the contributions of their team members and improve overall performance.

In conclusion, managing staff capacity in accounting firms requires a multifaceted approach that includes proactive planning, effective use of tools, strong team management practices, and a focus on meaningful metrics. By implementing these strategies, firms can enhance their operational efficiency and provide better service to their clients.

Utilizing non-hour-based metrics, such as measuring outputs and contributions, can provide a clearer picture of team performance and client satisfaction, enhancing overall service delivery. This approach shifts the focus from traditional time-tracking methods to evaluating the actual results and impact of team members’ work.

Importance of Non-Hour-Based Metrics

1. Focus on Results: As highlighted by Samantha Mansfield in the episode, measuring outputs rather than just time spent allows firms to assess the true contributions of their team members. This can include metrics related to the number of tasks completed, the quality of work delivered, and the overall impact on client satisfaction. By focusing on results, firms can better understand how effectively their team is meeting client needs.
2. Client Satisfaction: Justine Lackey emphasized the significance of client retention and satisfaction. Non-hour-based metrics, such as Net Promoter Score (NPS), can provide insights into how clients perceive the value of the services they receive. Understanding why clients stay or leave can help firms identify areas for improvement and enhance the client experience.
3. Employee Engagement and Development: Measuring contributions can also foster a more engaged workforce. When team members see that their outputs are valued, it can motivate them to perform at their best. Samantha pointed out that tracking the complexity of work assigned to employees can help in their professional development, ensuring they are challenged and growing in their roles.
4. Efficiency and Scalability: By focusing on outputs, firms can identify inefficiencies in their processes. For instance, if a team member is consistently producing high-quality work but is bogged down by administrative tasks, it may indicate a need for delegation or support. This insight allows firms to optimize their workflows and scale their operations more effectively.
5. Holistic Performance Evaluation: As discussed in the episode, combining qualitative insights with quantitative data creates a more comprehensive view of performance. While time tracking provides a baseline, understanding the context of that time—such as the complexity of tasks and client interactions—offers a richer narrative about team performance.

Conclusion

Incorporating non-hour-based metrics into performance evaluations can significantly enhance service delivery. By focusing on outputs and contributions, firms can better align their resources with client needs, improve employee satisfaction, and ultimately drive growth. This approach not only fosters a culture of accountability and excellence but also positions firms to adapt to the evolving demands of their clients and the marketplace.

Managing Staff Capacity in Accounting Firms

In the podcast episode, several panelists discussed the critical topic of managing staff capacity within accounting firms, particularly in the context of client onboarding, staff training, and overall team management. Here are the key insights shared by the panelists:

Importance of Capacity Planning

1. Proactive Capacity Management: Chase Vowell from Flux Accounting emphasized the need for proactive capacity planning, especially as they onboard about five new business clients each month. He highlighted the importance of maintaining a recruitment pipeline and a training pipeline to ensure that the firm can meet client demands without compromising service quality.
2. Training and Onboarding: Chase mentioned that it takes approximately two months to train new hires to the point where they can effectively service clients. This training includes learning the firm’s systems, understanding best practices, and familiarizing themselves with client business models. This timeline necessitates planning ahead to ensure that new hires are ready when client needs arise.
3. Top-Down Hiring Approach: Stacey Feldman from Full Send Finance shared her firm’s approach of hiring talented individuals who can manage a wide range of clients. This top-down strategy allows team leads to train their support staff, thereby increasing overall capacity. Regular meetings are held to assess how much time is being spent on each client and to identify specific skill sets needed for future hires.

Tools and Techniques for Capacity Management

1. Time Tracking: Justine Lackey emphasized the importance of time tracking, even for firms that do not bill hourly. Tracking time helps firms understand how long baseline tasks take, which is crucial for capacity planning. This data can inform decisions about hiring and resource allocation.
2. Internal Data Tools: Stacey mentioned that Full Send Finance has developed an internal data warehouse that connects various systems to provide dashboards for monitoring metrics related to capacity and performance. This allows the firm to analyze client needs and staff utilization effectively.
3. Project Management Methodologies: Samantha Mansfield pointed out that incorporating project management methodologies can help firms better understand the skill sets required at different stages of client work. This approach can enhance capacity planning and ensure that the right resources are allocated at the right times.

Team Management and Development

1. Delegation: Samantha highlighted the importance of effective delegation within teams. She noted that many professionals struggle to delegate tasks due to concerns about client relationships and trust. However, fostering a culture of delegation can prevent burnout and improve overall team performance.
2. Team Engagement: Justine shared her practice of engaging team members in discussions about capacity and workload. By involving the team in decision-making, firms can create a healthier work environment and ensure that staff are not overwhelmed.
3. Utilization Rates: Stacey discussed the significance of monitoring utilization rates to ensure that team members are working at optimal capacity. This involves tracking how much time is spent on various tasks and adjusting workloads accordingly.

Conclusion

Managing staff capacity in accounting firms is a multifaceted challenge that requires proactive planning, effective training, and strong team management. By leveraging tools like time tracking, internal data systems, and project management methodologies, firms can enhance their capacity planning efforts. Additionally, fostering a culture of delegation and team engagement can lead to healthier work environments and improved client service. As firms continue to grow, these strategies will be essential for maintaining high-quality service and achieving sustainable growth.

Building a strong team culture in a remote environment is crucial for fostering connections among team members and improving retention rates. The podcast episode highlights several effective strategies that can be implemented to achieve this.

Team-Building Activities

One of the key strategies discussed is the importance of team-building activities. Justine Lackey emphasizes the value of using platforms like With Confetti, which offers engaging digital team events. For instance, she shared her experience of hosting a Sherlock Holmes-themed escape room, which not only provided a fun experience but also helped build camaraderie among team members. Such activities can break down barriers and create a sense of belonging, even in a remote setting.

Personalized Onboarding

Personalized onboarding is another critical aspect of building a strong team culture. Justine mentions the practice of having new employees fill out a “Getting to Know You” form, which includes their favorite sports teams, TV shows, and other personal interests. This information is then shared with the entire team, allowing existing members to reach out and welcome the new hire based on shared interests. This approach not only makes new employees feel valued but also encourages interaction and connection from the outset.

Regular Communication

Effective communication is vital in a remote environment. Stacey Feldman discusses the use of Slack for daily communication, where team members share personal updates and engage in non-work-related conversations. This practice helps maintain a sense of community and keeps team members connected, even when they are physically apart. Additionally, regular check-ins and meetings, such as weekly project status updates, ensure that everyone is aligned and can address any concerns promptly.

Delegation and Trust

Samantha Mansfield highlights the importance of delegation in fostering a healthy team culture. By empowering team members to take on responsibilities, leaders can build trust and allow individuals to perform at their highest potential. This not only enhances job satisfaction but also contributes to a more collaborative environment where team members feel supported and valued.

Conclusion

In summary, building a strong team culture in a remote environment requires intentional strategies such as team-building activities, personalized onboarding, regular communication, and effective delegation. By implementing these practices, organizations can foster connections among team members, improve retention rates, and create a positive work environment that thrives, regardless of physical distance.

Timestamps

[00:02:32] Capacity and operations management.

[00:04:03] Capacity planning for client onboarding.

[00:10:46] Capacity management strategies.

[00:13:15] Right time to hire.

[00:18:40] Importance of delegation in management.

[00:20:00] Talent acquisition strategies and challenges.

[00:23:25] Employee onboarding and team culture.

[00:27:51] Effective delegation strategies.

[00:31:21] Capacity planning and growth.

[00:36:15] Capacity planning and client focus.

[00:40:12] Measuring talent output and complexity.

[00:44:03] Key performance indicators for growth.

[00:49:10] Non-hour-based performance metrics.

[00:51:06] M&A Insights and Experiences.