Case Study #6: The Bottom Line

The client: Ray is a CPA in private practice. His office manger, Mary, has been with him for three years.

The issue: Conflicts developed between Ray and Mary, who need to work in concert to service clients.

The process: I administered the online version of EQ In-Action profile instrument to both Ray and Mary. Coaching consisted largely of going over the results of both profiles and helping Ray and Mary see their individual strengths, differences, stress points, and patterns. Ray was initially a little skeptical of the EQ profile. “I said to Shelley, ‘I know who I am and I don’t need to take a test,’” says Ray. “What I didn’t realize were all the other possibilities and how I related to people with other styles.”

The outcome: The end result is that Mary and Ray are able to work through conflict as a team and Mary is more committed to the company. Understanding one another’s style and approach has improved their communication. “Now,” says Mary, “when we find ourselves in a pattern we step back and apply what we’ve learned.”

“The most important thing is to have a happy employee who wants to stay another year,” says Ray. “That’s worth an incredible amount of money,” he continues. “The first year you lose money on a new employee, the second year you break even, in the third year they really become valuable.” Mary didn’t want to leave her position. Ray didn’t want to lose Mary. Today it appears they’ve worked things out and will be serving their clients for many tax seasons to come.