Ashley Carroll: The ROI of Relationships

Transcript

(00:01) Canopy Host
It’s time for another episode of Canopy Practice Success. I’m your host, Canopy Host, and I’m here with Ashley Carroll.

Ashley founded Operations House to help accountants and B2B service providers streamline operations, reduce burnout, and build systems that support both people and profitability. She has helped businesses dramatically improve processes, including reducing late payments from 85% to just 7% in a month.

Ashley, I’m so excited to have you here.

(00:43) Ashley Carroll
Thank you so much for having me.

(00:45) Canopy Host
We were talking before recording and got into some really meaningful topics, so I’m excited to dive in.

Let’s start with why you founded Operations House.

(01:09) Ashley Carroll
At a high level, I believe there are enough resources in the world for everyone not just to survive, but to thrive.

My mission is to help democratize wealth building. I’m not just talking about accounting firms, but people in general. There is enough opportunity if we build systems that support it.

(02:00) Ashley Carroll
I grew up below the poverty line, so I chose accounting as a path to stability. I wanted to be able to take care of myself and eventually help others.

Most of my peers went into large firms, but I didn’t feel prepared to take on that kind of path or risk. I knew I wanted something different.

(03:48) Canopy Host
That resonates. A lot of people feel like success is defined for them early, and it’s hard to step outside of that.

(04:27) Ashley Carroll
Exactly. It can feel unfair that you have to choose between success and the life you actually want.

(05:52) Canopy Host
Something you said earlier really stuck with me. It’s always cheaper to be kind.

(07:40) Ashley Carroll
Yes, and it’s not just cheaper, it’s more profitable.

There’s a real return on relationships. When businesses invest in people and relationships, everything improves, including financial outcomes.

(08:13) Ashley Carroll
One of the biggest challenges I see is that firms overload themselves with technical work and ignore the operational side.

When you don’t have space to think or lead, you lose the ability to connect with your team and your clients.

(10:02) Canopy Host
That ties into something I’ve seen too. Strong relationships improve outcomes across the board, even in fields like healthcare.

(12:03) Ashley Carroll
Exactly. People are not just workers. They are whole humans.

When someone starts a business, they are trying to build a life, not just a company. That applies to employees too.

(13:56) Ashley Carroll
One of the biggest issues in firms is creating single points of failure.

If one person holds all the knowledge or responsibility, it creates stress and instability for everyone.

(14:38) Ashley Carroll
When you focus only on efficiency and profitability, you remove the human element.

But when you create a psychologically safe environment, profitability follows.

(15:40) Canopy Host
That’s such an important point. People want to do good work. They want to grow.

(16:10) Canopy Host
Humans are built for progress, not arrival.

(17:44) Ashley Carroll
Exactly. And that’s why I focus on the full picture, including the different dimensions of well-being.

When one area is overdeveloped, like work, and others are neglected, everything suffers.

(19:10) Ashley Carroll
If someone is overwhelmed or struggling personally, it impacts how they show up at work.

That’s why systems need to support people, not just tasks.

(20:05) Canopy Host
And that applies to leaders too. If the owner is overwhelmed, the whole system feels it.

(21:47) Ashley Carroll
That’s why leaders need to approach their teams with curiosity, not judgment.

If someone is underperforming, there’s usually a reason.

(22:38) Ashley Carroll
Creating a psychologically safe workplace means:

• No shame
• No fear
• Clear support systems

People need to know they can be human and still succeed.

(24:24) Ashley Carroll
And this doesn’t have to be complicated.

Simple practices like weekly check-ins on how employees are feeling can make a huge difference.

(29:15) Ashley Carroll
When people feel supported, they perform better.

If they don’t, they will still try to meet expectations, but often in ways that create shortcuts, errors, or burnout.

(31:56) Ashley Carroll
The fastest way to break trust is to ask people to be vulnerable and then do nothing with that information.

(32:10) Canopy Host
It’s cheaper to be kind and profitable to be psychologically safe.

Ashley, thank you so much for being here.

(32:29) Ashley Carroll
Thank you. I appreciate it.