Cheryl Nichols, CPA

About three years ago, Cheryl Nichols of Nichols and Associates in Irvine, California was exhausted and frazzled. "I was working too many hours, not getting enough rewards for all that work, afraid that if I missed a day something would fall through the cracks."

Ms. Nichols was about to encounter Sterling Management Systems.

"Did I feel things had to change? I felt that what was, was. I knew it could get better, but really didn't know it could get as good as it is. It's not the same practice.

"One of the things I learned along the way was about myself. I always thought I was a control freak. I wasn't; I just didn't trust the system. When I got the Sterling system and saw that the system was workable, the distrust went away.

"Understanding the theory behind how an organization works, how individual staff, functions and products interact, how work can multiply without producing anything, all these were key steps," Ms. Nichols says.

"The practice is substantially different," states the CPA. "We still prepare tax returns, but we are more cognizant of our products, our end product and what our service is. We can now focus more on delivering the service. Our energies can be focused on the customer.

"Strong organization with high productivity produces a lack of turbulence. Even casual visitors can pick it up."

Ms. Nichols says: "I had somebody walk into the office a few months ago who said, 'I just love walking into this office, it's so peaceful.' And to me that is the supreme compliment."