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REI Tax Strategies: How To Cut Your Taxes By 50%, Keep Your Earned Money, And More With Lorraine And Jim Conaway

 

Taxes are inevitable, especially as an entrepreneur and investor. But it doesn’t have to be so difficult and painful to deal with; with the right strategies, you can even cut your taxes by up to 50%. Today we have Lorraine and Jim Conaway to share with us the different REI strategies for reducing your taxable income, keeping the money you earn, and more. Lorraine and Jim share their financial experience and how they have helped many clients with their tax strategies and saved them a lot of pain. They also share their journey in the industry—the ups and downs—and how, through the years, they have discovered what really matters to them. Don’t miss the opportunity to start controlling your finances smartly. Tune in now!

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REI Tax Strategies: How To Cut Your Taxes By 50%, Keep Your Earned Money, And More With Lorraine And Jim Conaway

Real Estate Investing For Women

Using their extensive experience, knowledge, and success in the world of tech strategies, real estate investing, and other wealth vehicles, Jim and Lorraine used their straightforward, big-hearted style to guide thousands to ignite their unique wealth formula. With decades of success, in designing and implementing customized wealth solutions, they appreciate that success is truly about education support and the art of supercharging your unique style of wealth accumulation. —Jim and Lorraine, welcome to the show again. How are you?We’re doing great. How are you, Moneeka?

I’m so glad to have you guys here.

Moneeka, you were doing such a great thing for your entire community. I tuned in to a couple of your shows, and they’re so informative. They’re very educational and they’re there to help your community. That’s just really good that you’re doing that for women. I love it.

Thank you, Lorraine. Every once in a while, I’ll be like, “I don’t feel like recording now.” Recording is my favorite thing to do, just so you know. When I have those moments, I’m like, “I want to see my ladies,” so I get out there and I do it. It really is fun for me. Thank you for that. Lorraine. You and Jim are two of my favorite people in the world, but Jim, I do like Lorraine better. I want you to know that.

I’m used to people feeling me that way.

You probably feel that way, too. I think so.

When somebody likes the bad dad joke-type approach, then I become the favorite.

I think my husband prefers you, but I’m a fan of Lorraine. Lorraine is a friend of mine. I feel like we’re really close friends. I love you, guys. I recommend you frequently to my ladies. One of the things that have come back several times is, did you know they’re being sued or did you know they’re being investigated? My ladies, through my direction, have been taught you have to do your due diligence. I can only recommend so much, and then you have to do your due diligence. I have to confess, I’m proud of them for coming back to me with that. They helped me to find other people that I might have on my show who do have issues that I didn’t know about.

It’s a great community thing that we all keep our eyes on the ball for each other and people keep me informed. The issue here for me is that I know you and your integrity. I personally do business with you and I love you, guys, personally. I know that in this particular case, interesting, bad things happen to really good people. I would like you to help us to understand what happened so my ladies know the story the same way that I do.

I wanted to share the story because it is the actual of what happened. Jim and I were very excited to be faculty for a New York Bestselling Author way back in ‘08. We still have that amazing relationship now. What happened is we were financial planners at that time, and we personally have been real estate investors. In 2023, we will be 29 years that we’ve been real estate investors. Back then, we were real estate investors and we were financial planners, and we came across turnkey real estate. We went out and visited these turnkey providers, and they said, “If you allocate part of the portfolio to real estate, which we love real estate, and I’m sure your community does, too, you can also get a referral fee and expand our business model.”

We said yes. We had so many people that the vendors couldn’t keep up, so we expanded to new vendors providing turnkey real estate. One vendor couldn’t scale up, even though he said, “I can do it.” We flooded him with clients. It took one client, a niece from Germany who visited her aunt, and said, “What? Your property is not rehabbed. It’s not finished. We are going to sue the vendor.” They sued the real estate developer. What was really sad is they sued title, escrow, us, and everybody. It was like, “We got included in that, and we didn’t get paid. We weren’t the developer.”

It came out because we were securities licensed at that time. It triggered an examination from FINRA. That’s how this whole bad news came on the internet because we were securities licensed. It did get closed and the developer had to buy the properties back. It’s all public record. Jim, do you want to explain what FINRA is and that whole sanction?

FINRA stands for Financial Industry Regulatory Authority. I’m going to read this quick little paragraph from the document, the final agreement that we came to.

It’s from our attorney, FINRA, and us, where we all signed.

James and Lorraine Conaway failed to timely and completely disclose the scope of the real estate related outside business activities. In other words, outside business activity is that activity, which is not directly regulated by FINRA or any securities real estate, to their FINRA-registered firm. They also provided their firm with inaccurate information about the outside business activities in response to an investigation of them. As a result, they violated FINRA rules 3270 and 2010. Now, if that doesn’t sound a little innocuous, I don’t know what does. Basically, what they’re saying is that, not that we didn’t disclose things, but we didn’t disclose them adequately enough.

The issue boils down to, further in the letter, the Conaways at the Conways’ direction, Tycon, the company that we used to be associated with. It attempted on an ongoing basis to track the progress of rehab on the client’s properties and coordinate with GK to confirm the scheduled rehab work was being done as agreed. It monitors the client’s rental properties that were not performing or underperforming and directs GK to address client grievances. As you can tell, we were accused of having done a good thing.

When you Google our name, there are lots of attorneys who would love to be able to sue us for all kinds of strange things, so they exaggerate these things or word them in very aggressive fashions. The sanctions boiled down to a nine-month suspension of our securities licensure after we had already surrendered our license, and a $10,000 penalty or fine if we chose to reenter the securities industry. That’s it.

The bad thing that we did was try to help clients who were delayed in the rehab of their property. I have to tell you that’s very heartbreaking for us being in the financial industry for over a quarter of a century and having a sterling record. Even multiple decades of having audits and coming out spectacular on our audits and then having this one incident with this one client on this property triggered this whole thing. That’s what happened.

It's heartbreaking to be in the financial industry for over a quarter of a century and have a sterling record, only to have one incident with one client destroy your reputation. Share on X

By the way, further into the document, they actually identified five transactions that were inadequately disclosed. One of those transactions was with a principal of our own firm. With that said, the lesson that I would like for people to take from this is when you are an entrepreneur and you have any level of success, you get a target painted on your back.

Jim, please complete the thought and I’ve got something to contribute there.

Once you’re under pressure and have an issue arise, you’ve got to be resilient and figure out how to pivot. That’s where the tax thing came from.

The one thing that I want to contribute quickly here is I love what you said there, Jim, about success breeds success. It also breeds jealousy and many other things that are not as awesome as we would like. We’ve had people on my show several times talking about protecting yourself, creating entities, and doing all of those things because these things happen. My outlook on life is bliss. I like to believe that everybody’s got the best intention in mind.

Some people, for whatever reason, either they’re desperate or something happens, they express their anger in this way. I know a lot of people that have really good business practices, and this happens, too. That’s why we recommend, ladies, that you protect yourself. This happened to you, guys. Thank you so much for being so transparent about exactly what happened.

It is what it is. People who do business with us should know we don’t handle and touch people’s money. We never have and never will. That’s not us. Just a fun little factoid, if anybody wants to know. One of the people who used to sit on the board of directors for FINRA was a guy by the name of Madoff. Do you remember him? Just saying. These guys are not perfect by any stretch of the imagination.

 

The other thing is that in the financial industry regulated by FINRA, they are not under the Constitution of the United States. The Constitution says you are innocent until you are proven guilty. In this format, you are guilty until you are proven innocent. It’s a different world.

It is so different. Please understand that if somebody is securities licensed, every email they send is read by Big Brother. They have to get permission to do things like that. When Lorraine and I were confronted with this whole issue back in 2015 and 2016, we really sat down and took a look at it and said, “This is a set of headaches we don’t need and want.” It has been an absolute shift. We now have constitutional rights. What an amazing experience that is.

You guys know that I released all of my licenses. I had a life insurance license and a real estate license. I was regulated by everybody, too. I just let them go because it turned out to be too many more disclosures, especially in California. I was having to sign over my left arm to talk to anybody about a property. I really do get it. I’ve let go of all of mine, too. It’s released so much pressure from my life, too. Not because I want to be dishonest, none of us want to be dishonest, but I do want to have some rights and be treated with respect.

What’s interesting I want to say and share with whoever’s reading this is that Jim and I have been very blessed. We have been asked to be on several stages, continue to be faculty, and speak in many different places. With these joint venture relationships, we have disclosed what we have done here now. The response is, “I know you, guys. The person who referred you to me, I’ve known them forever. I am so grateful that you were honest in sharing with me the disclosure that in itself is all I need.” We just keep having doors open to us, and we’re grateful for that.

I am, too, because otherwise, I wouldn’t have met you.

That’s true.

Why don’t you talk about what happened that allowed us to pivot to where we are now?

Jim and I were real estate investors and business owners. We have had employees ever since the mid-’90s, and we are taxpayers as well. First of all, when we first went independent in the ‘90s, we worked like this with the CPA for ten years, and our eyes were like, “There’s so much money in the tax return.” In our own situation, we were learning, “If you have your entity structuring, you do this and that. There are all these opportunities.” We then got certified in charitable planning back in 2001.

 

It just goes to show that you were right. I’m certifiable.

It’s one of your better qualities.

We started back in 2001 focusing on the tax strategy. In 2016, we purchased a tax firm coincidentally before this whole thing happened. It was the end of 2015 when we were in negotiations. We closed escrow in 2016 in the first quarter, and then in the second quarter, this FINRA thing happened. What was interesting is that whenever people have challenges, you have a lot of real estate investors and you have entrepreneurs. When you have challenges, it really tests you. You find out a lot about yourself. Our income was, at that time, seven figures, and it got cut off in one day.

The broker-dealer said, “No, because you’re suspended.” When you have that kind of income and you have a whole staff of over a dozen people working for you, and there’s zero income coming in, you learn so much. At that time, we had bought a tax firm, and it was a small little one. Our clients were so faithful to us. They said, “Are you okay?”

That was very touching the way the clients reacted to us. The vast majority of our clients were more concerned about our welfare than their own business because they knew their business was in good shape.

We started rebuilding. We have always helped people but it was more targeted in tax strategy because that’s where we had a lot of pain personally. A lot of our clients had a lot of pain because they were way overpaying taxes. Nothing bad about accountants and CPAs and enrolled agents, they’re taught, “Let’s prepare taxes.” They get very busy with, “Give me the documents in February and March. Let me prepare the return and here is what you owe.”

 

For us, we have a team of tax preparers, and it’s a great marriage between the tax preparer and us who focus on the tax strategy. In addition to that, the implementation is heavy. You see those dollars and it’s exciting for us to see people save. Jim was working with somebody, and the actual savings is $148,000. Guess what he is doing with the money?

Investing.

Buying real estate.

Here’s the fun part, not only is he buying real estate, but he’s getting additional tax reductions for the real estate he’s buying from with the tax savings he’s got. He’s getting additional tax savings.

It compounds. We talked about compounding and making interest. We also talk about compounding this way. One of our favorite words.

One of the analogies I like to give people is I don’t want people to think that their tax guy is doing a bad job just because they don’t have a strategy. We have to understand that most tax people are defense players. Think soccer analogy. Your tax preparer is the goalie. Think about their language. “I need to be able to defend this. Can we justify that tax deduction?” They think very defensively. Our job is to come up with those strategies to score goals on the other end of the field and work together as Loraine suggested. That’s where the magic happens.

None of these strategies are illegal. It’s all written in the IRS code. I think people get scared, too. Why doesn’t my CPA know about this? It’s because they’re not spending their time studying all those things. The IRS code is huge. It’s enough to keep up with what’s changed each year. There’s trust code, corporate code, and real estate code. There’s so much code. Most of them will specialize, which is why usually I’ll recommend go to somebody that understands real estate. A strategist can be a little broader and look at all of those things because they’re not actually preparing the taxes.

The one thing that you should know is that back in the day, we used to do things longhand. Now, we have software systems because one of the things that you said is brilliant. Everything we do is ultimately put into a written document. In that written document, we have the description of what the tax deduction is. We have the rules of what you have to do to justify it and we have the code sections so that the people who do business with us get a very robust document showing them exactly how it all works.

Mine was 97 pages long.

Sorry about that.

No. It’s true. It’s so deep, which is why you got buy-in from my husband because he wants to know all of it.

It does give people peace of mind that included in the strategy is the IRS code. All of that is wonderful, and it all looks great on paper but it is the implementation. One strategy may be putting your kids on payroll if you have a business or you have a real estate business. You have to know what is the job description, how much are they getting paid, how many hours, and what’s realistic. Having all of those details is so important. Those are the things that we work with people on, updating their minutes, making sure the resolution is completed in their corporate documents, those type of things.

A plan may look great on paper, but it’s the implementation of the strategy that determines if it’s actually effective. All those little details are important. Share on X

That’s pretty comprehensive. Who else does that? That’s amazing.

One of the things that’s exciting for us is being able to say the phrase tax-free. It truly is. One of the things that we’ve learned is there are several different techniques for people to get profits tax-free, and we mean without tax.

Is this the piece that you were talking about, Jim, getting tax-free money in your business?

Yes.

Thank you for the tease. We’re going to talk about that in EXTRA.

That’s good.

It’s part of the conversation for sure. The thing that’s really amazing to me, and one of my deep motivations in life is the enlightenment that people have once they understand what can be done. It’s like being set free. It’s like, “I can earn the money and keep it legally?” Yes. You don’t have to feel like you’re paying for that next destroyer all by yourself. It’s true.

There is hope for people to be enlightened about what can be done with taxes and banks and that they can earn the money and keep it legally, too. Share on X

Is that your outside voice?

That’s why a lot of taxpayers feel this. A lot of taxpayers feel like, “If I could just tell the government what to do with the money, I’d be happy to send it to them.” You can’t do that.

That’s right. One of the things that have been a theme of conversation that I’ve been having on this show is this idea. We just had Chris Larsen. I just did a webinar with him.

I saw it.

It was so nice to have you there, Lorraine. Thank you. He does this whole concept of make, keep, and grow. A lot of people focus on the make and the grow. The thing that they don’t really get their heads around or understand the importance of is that keep piece allows the grow piece to happen so much faster. There are a few reasons for that. First of all, compounding. The more that you keep earlier in life, the faster it’ll compound and become more later in life or in a couple of years. There’s also the compounding factor of what you guys were talking about where you’ve got $128,000 savings in your taxes. Instead of spending that on a boat, car, fun, or vacation, they bought another piece of investment property. That compounds it.

Keeping piece, which is what we’re talking about here, is critical to fast growth. You’re going to grow if you’re doing the right things, but fast growth happens when you focus on that middle piece. We all love it. It’s sexy to talk about making. It’s sexier to talk about growing. We love money. Keeping piece is not as sexy, but I would say it’s even more vital than the growth piece.

As a matter of fact, in part of the report that we produce, we do the projection of what the tax savings is worth, we use a really low number. We only use 6% compounding. The gentleman that she was referring to had a goal of being independent in ten years.

One of the things that I noticed from his chart, which I thought was great, is he showed the sale after 6 years of the syndication on the properties putting in $100,000. Chris Larsen, right?

In my webinar, that’s right.

What happened is that doing the investing and then having the growth and net positive cashflow being reinvested. One of the components that were missing on that spreadsheet was the tax savings. I understand that’s not his line of work.

I also think that he doesn’t want to keep it so complicated that people’s eyes glaze over. There were already some concepts in there that people were like, “Huh?” There’s definitely a learning curve on some of this stuff, but you’re right. I know that Chris knows about it. He talks about tax savings all the time.

He mentioned it. It can get too complicated. If you’re not used to looking at spreadsheets like that, it’s overwhelming. I get it.

Did you read what he said, though? He said, “What if you’re making $500,000 a year and pay $100,000 in tax?” How many people that make $500,000 a year only pay 20%?

Most entrepreneurs should. Our rule of thumb is 15% state and federal tax combined if they’re self-employed.

The rule of thumb for entrepreneurs on taxes is 15% state and federal taxes combined. Share on X

That is the huge tax benefit of working with a strategist because most people who make $500,000 a year, especially in W-2, which is what he was talking about, he does recommend starting a real estate investing business or something so that we can take more benefits. If you make $500,000 a year in California, I don’t know the rest of the country, you’re paying close to 50%.

Thirteen percent income tax rate in the state of California. We are now number one highest to income tax state in the union.

Congratulations to us. David and I are in there, but we never want to get there. I’m just saying. It was so interesting as Chris was talking. I was like, “What? $100,000 in taxes? I know what you mean.” I don’t know if people catch this. He’s talking about a 20% rate. You’re talking about a 15% rate state and federal. What a savings that is. People don’t know how to get there, and they don’t think it’s legal.

Here’s what they say. They say, “Isn’t that a red flag or an audit?” If you’ve got the documentation and homework, and everything is ready to go, and the IRS comes knocking, you show it to them. That’s like, “Next.”

You have a lot of real estate investors. I don’t care if they’re W-2 or if they’re not. Real estate is such a beautiful investment because the income from real estate isn’t subject to FUTA and FICA. No self-employment tax. It’s federal and state. There’s this beautiful thing called depreciation on investment real estate. If your cashflow is $50,000 a year and your depreciation is $30,000 a year, then you’re only paying tax on $20,000. Thirty thousand dollars of it is tax-free. You have the opportunity of having tax-free income on real estate regardless of your status. That’s a good thing. That’s just the IRS that came up with the rules.

There are a couple of different types of tax that people should be aware of. There’s income tax, like W-2 type income tax. There’s investment income tax. There’s capital gains tax. There’s also estate tax. Our practice is primarily on income tax related, so your tax returns stuff. That comes into those three categories. Knowing how to move the investments around so that taxable income falls into various categories is very important. That’s part of the skillset. In other words, it’s not just some tax thing investment. It’s how you report your income. How you play the game can have a huge impact.

You were going to say something, Moneeka?

I was going to give you guys a recommendation, but I don’t want to cut off this conversation. I will do it at the end. People are thinking about their 2022 taxes. It’s tax season. Is there anything you want to share about what’s coming up for us?

Here’s what I would tell people to do. Sit down with a pad of paper. If you spent money and you could remember it now, it was a significant enough amount of money that you should be able to write it out. When you go to do your taxes, you should be asking not, “Is it tax deductible,” but, “How can I make it tax deductible?” It’s a different mindset. If your mindset is to spend money tax deductible before you do your tax calculations, that in and of itself could be a huge boon.

I love that mindset piece, Jim. I have to tell you a funny joke. My organizer was sitting and doing my filing. She’s looking at all my real estate stuff and says, “I’m learning so much just from doing your paperwork.” My organizer in San Jose did the same thing. She started investing in real estate because she was doing my filing. It was interesting. I love that. She’s like, “I’m learning so much. I heard this joke and I didn’t know anything about what it meant until I met you. There was a teacher and she’s doing tutoring. She bought sticky pads, and she used the sticky pad. She only used 50% of the sticky pad for her students. Can I write this off? I used 50% for personal. I don’t know. Should I write this off? Is that legal? There’s a rich billionaire who’s got his yacht and he tells his tax consultant, ‘Write off the ocean. It’s part of my business.’” I don’t think the billionaire should be writing off the ocean just for clarity, but it’s such a different mindset. How can I write this off? How can I make it write-offable as opposed to, “Should I do that?” 

I do have something to share with you. This is a fun conversation I get to have. Now, please understand, I have had 100% agreement on this factoid. I’ve talked with absolute liberals, conservatives, and teachers. You name the political spectrum, I talked to them about our favorite ex-president with the comeover. Donald Trump reportedly spends $60,000 a year for that hairstyle. Let me ask you a question. Do you think there’s any way in God’s creation he’s not taking tax deductions for that $60,000 to a person? Everybody absolutely trusts Donald Trump to know the tax code and know how to get that tax deductively. If he takes a tax deduction for a bad hairstyle, what can you take a tax deduction for? Just saying.

That’s really something to think about. I’m thinking, “I’m on TV. Should I write off my hairstylist?” I don’t know. I won’t do it. There are a lot of these things that come up that we don’t know we can take unless you are one of those privileged people that lives and goes socializes in a community where these things are talked about like it doesn’t matter. It’s a regular conversation like the rest of us might talk about the weather. There are people that live with that kind of privilege. Donald Trump is one of them. The rest of us, not so much. We’ve got to be in on these kinds of conversations and seek them out.

One of the things I wanted to let everybody know is that we do have a process where we can help people do an assessment. What we do is we get a secure Dropbox. We send people a secure Dropbox, a simple questionnaire, and we take the last year tax return, put it into our software, and then we look and analyze on what are the things that they’re doing and what are they missing, and then we create that report. We did that for you, Moneeka.

There’s not a charge to go through that process. We create the report, and then we look at, “Here are some opportunities that you may be missing, and here’s an estimate of what tax could be saved.” At that point, if people want to move forward, then we’ll discuss how we can implement and help them. If not, that’s okay. At least they got an idea of where they are.

 

Lorraine and Jim did that whole breakdown for me, too. I sent my stuff in. It was really informative and saved us quite a lot of money on our own tax returns. We still have lots of questions, but they’re always so patient with us on that stuff. Thank you guys for that. I want my ladies to be able to take advantage of this, too. Ladies, all you need to do is go to BlissfulInvestor.com/TaxStrategy. There, you’ll get to sign up for this strategy session. Jim and Lorraine normally charge $497 for this because it takes their time and all of that stuff, but because you ladies are all blissful investors, you can get it for $297. Go to that link to get the discount. Does that make sense?

Yeah. I love it.

We are going to be talking about how to get free money on your taxes or free income from your business. That’s going to be in EXTRA. I’m super excited about that. Did you guys want to say anything else before we close?

We are so much looking forward to dealing with some of your lucky ladies and getting them to their lowest possible tax. I love the financial freedom that paying the right amount of tax provides for people.

I want to say thank you, Moneeka, for having us on your show, taking the time, and having us explain what’s on the internet because our heart is really in helping people. When I heard your last speaker speak, Chris, he made a comment about asking, “Are the people that you work with, what is their net worth? Are they seven-figure? Are they eight-figure? Are they successful? Where are they?” I thought, “Thank goodness he asked that.” I was so happy he did because that’s an important question, and that’s where Jim and I are. We do practice what we preach. This is our ministry. We’re financially independent, and we choose to do our calling to help and educate people.

I know that about you guys, and I’m so glad. The other thing is my people will find it on the internet and they don’t want to talk about it. They’re skittish about it. They’re embarrassed about it. I just love that you guys are so willing to share the real story. To me, part of integrity is being transparent. I really appreciate that about you guys. Before we sign off, I want to say one of the big reasons why I first got connected with these amazing people years ago was I was at a seminar, and someone said that she retired.

She had some assets and didn’t know what she was going to do. She put together a plan with her strategist and retired in five years. I was like, “Who was your strategist?” She did not have the equity that I did. She hadn’t been spending that much time. She’s like, “You’ve got to meet Lorraine and Jim.” I was like, “I love them.” I know I hear it over and over again. Part of what I love about you guys is you look at the strategy, but you are not like most financial strategists that only look at stocks, bonds, life insurance, or whatever it is that people are talking about. You include in the strategy, real estate and tax.

I said this to Lorraine, “Where have you been all of my life? I needed you.” That’s why I’ve been referring and referring. I hope that people feel much more comfortable now with that referral, and will start moving towards working with you guys because I know you guys have done magic for so many people. I’m so very grateful that you’re out there doing this even though you don’t have to.

Thank you and thank you for educating all of your people and all the work that you do. It really is such a great community and education, and you do it from your heart. I can see that.

Thanks, guys. Ladies, stay tuned. This has been amazing, hasn’t it? I need that more. We’re going to be talking about it in EXTRA. If you’re subscribed to EXTRA, please stay tuned, there’s more. If you’re not, but would like to be, go to RealEstateInvestingForWomenExtra.com, and you can sign up there. For those of you that are leaving Jim, Lorraine, and I now, thank you so much for joining us for this portion of the show. We appreciate you, and I can’t wait to see you next time. Until then, remember, goals without action are just dreams. Get out there, take action, and create the life your heart deeply desires. I’ll see you soon. Bye.

 

Important Links

• Jim and Lorraine Conaway – LinkedIn
• Chris Larsen – Previous Episode
• BlissfulInvestor.com/TaxStrategy
• RealEstateInvestingForWomenExtra.com

 

About Lorraine & Jim Conaway

C&C Wealth Strategies is an income and wealth preservation firm that uses a systematic approach teamed with tax and legal advisors* to work toward customized results. Jim and Lorraine Conaway established Conaway & Conaway in 1996 to plan for better futures. C&C focuses on offering ROTH conversions, rollovers, pension maximization, income and portfolio analysis. Jim and Lorraine guide C&C by their moral obligations which suite to always put their clients’ financial lives in as the forefront of the business. Jim, Lorraine, the advisors, and the staff are continuously educating themselves on different ways to help clients work toward their financial goals. It is through a cognizant design of support and education where we establish lifelong relationships with clients and their families.