carter-gray: poor review strengthens firm | the disruptors

client conflict became a catalyst for clearer boundaries, better processes, and a more scalable virtual practice.

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the disruptors
with liz farr

when nayo carter-gray, founder of 1st step accounting, received a one-star google review from a challenging client, she realized the crucial value of the boundaries she had established for clients. an email issue on the client’s end made the client think the firm was ignoring him when the reality was that he simply wasn’t receiving the firm’s correspondence.

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a happy ending came when the client took that one-star review down after carter-gray laid out “a timeline of events of how he didn’t follow the process from start to finish,” she recalls. “it just led to us realizing that we put these boundaries in place for a reason, and now i’m looking at the entire process that we have to make sure that our existing clients know these boundaries and why they’re important.”

carter-gray’s firm uses a framework of three core elements to establish boundaries with clients.

posted on september 23, 2025

liz farr

about the author

liz farr, cpa, is a special contributor to 卡塔尔世界杯常规比赛时间, bringing an insider's clear-eyed view of the tax and accounting business and a passion for advancing the profession.

she's the host of the hit 卡塔尔世界杯常规比赛时间 podcast series "the disruptors," available everywhere: apple, google, spotify, iheart, deezer, amazon music and audible, player fm, audacy, gaana (india), and boomplay (africa).

as founder and proprietor of farr communications, she is the secret weapon that her clients use to get their messages out. she has written blog posts, web content, articles, white papers, case studies and books for accountants and accounting tech companies. her specialty is ghostwriting for coaches and consultants who want to move accountants into the future. she can bridge the gap between the dream these visionaries have for the future and the mindset and reality that today’s accountants are living in.

five of her past and current clients have been named to accounting today’s annual list of 100 most influential in accounting. she has written under her name for the journal of accountancy, intuit’s firm of the future blog and accountingweb. she has also appeared in forbes, cfo.com, and accounting today.

farr has a broad educational background, studying biochemistry at the university of munster, germany, and obtained her bachelor's degree as a double major in biochemistry and german at the university of new mexico. she also studied german, spanish, computer science and linguistics at the university of wisconsin-madison and continued her studies in linguistics at the university of washington. she earned her master's degree in accounting in 2004 from the robert o. anderson school of management at the university of new mexico, qualifying as a licensed cpa in 2005.

professionally, liz began as a tax preparer at h&r block before working at several local cpa firms in the albuquerque, n.m. area. at her last assignment as a tax manager, she helped a team develop streamlined processes for getting tax returns out faster and more accurately.

after spending 15 years working as an accountant in the albuquerque, n.m., area, she traded in her ten-key for a pen and has been writing full time since 2018.

she can be contacted at farr communications.

when she’s not writing or studying the accounting business, she’s hiking or skiing in the mountains of new mexico.

click here for more by liz farr

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