Have you ever called a business and found yourself stuck in an endless loop of:
“Press 1 for billing…”
“Press 2 for support…”
Then suddenly you’re hitting zero over and over… only for the call to drop anyway?
In today’s increasingly automated world, that experience is becoming far too common.
But not at DMA.
Here, a real person answers the phone. Someone who knows your name, listens to your questions, and helps you get where you need to go.
You might think a tax and accounting firm is in the business of numbers, and we are. But more than anything, we’re in the business of people helping people with the numbers.
That’s the experience we hope clients feel every time they work with DMA.
If you’ve ever called or stopped in, you’ve likely already met Carly, the friendly face and voice helping clients feel welcomed and supported from the very first interaction.
Here is a closer look at the people who help shape the DMA experience every day, both out front and behind the scenes.
The Kind of Service People Remember
Customer service at DMA goes beyond answering phones or scheduling appointments.
It’s about helping people feel supported during situations that may be stressful, time-sensitive, or personal.
Whether someone is dropping off paperwork, calling with questions, or navigating a more complex financial situation, the goal is the same: clear communication, personal attention, and follow-through.
In an increasingly automated world, DMA continues to believe relationships matter and that people deserve to feel heard, not rushed through a system.
As Dale Miller, President of DMA, puts it: “If a client needs something, it’s important to us to follow through. We’re always happy to answer questions. We’re in the business of people helping people.”
Leadership You See, and Leadership Behind the Scenes
DMA Tax & Accounting is a locally owned firm, led by owners who are present and deeply involved in the day-to-day work.
Dale Miller began working at DMA in 1998 after years of extensive travel as an internal auditor. When the opportunity arose to take over the firm as part of a long-term succession plan, he stepped into ownership in 2007 with a sense of responsibility, not just to the work, but to the people.
But the story of how DMA’s leadership came together actually starts years earlier when Dale and Blair Butters first crossed paths at an earlier job. When their careers eventually pulled them in different directions, they made a point to stay connected.
For years, that meant monthly meetups at some of Madison’s classic local spots like Slices and Silver Eagle. The kind of places where good conversations happen over a tap special and a burger. It was during those years of keeping in touch that the idea of working together again started to take shape.
Dale let Blair know he’d be stepping into ownership at DMA and extended an invitation for Blair to join him. When Blair reflects on that decision, he shares honestly: “I figured if I didn’t mess up too bad, I’d stay for awhile.”
That was nearly 20 years ago. And he’s still here.
Today, Dale and Blair both work directly with clients on their tax returns, backed by a full-service team providing tax, payroll, and closeout support. Blair describes what he hopes every client walks away feeling: “I hope they feel that I listened to them — and that they got a good experience and an accurate tax return. As enjoyable as getting taxes done can be.”
That people-first approach runs through everything at DMA. As Dale puts it: “When someone works with DMA, they’re tied to a team, not just an individual. We take our wins as a team, and we take our losses as a team.”
That mindset extends throughout the entire office.
The First Voice Many Clients Hear
For many clients, Carly Wilson is the first person they meet when they call or walk through the door at DMA. Her role centers on hospitality, organization, and attentiveness, helping ensure every interaction starts on a positive note. She works intentionally to make both clients and colleagues feel welcomed and safe by listening closely, respecting boundaries, offering reassurance, and following strict privacy policies.
“One thing I’m most proud of at DMA is how available we are for our clients. Even when I’m out of the office, there’s always someone here to answer the phone, take a message, or make sure questions get to the right place. We truly go above and beyond to help people feel welcomed, safe, and supported, whether they’re a client or a colleague.”
– Carly Wilson, Office Manager and Executive Assistant
One thing she is especially proud of is the team’s availability. Even when someone is out of the office, there is always a person ready to answer the phone, take a message, or guide a question to the right department. It is a shared commitment that clients never feel left waiting or unsure of where to turn.
Behind the Scenes – Keeping it all on Track
That level of service doesn’t happen by accident, it’s by design. And a big part of what keeps it on track is Pat Roisum.
Working behind the scenes, Pat supports the communication and operational flow that keeps everything running smoothly. While clients may not always see this work directly, they experience its impact through consistency, follow-through, and clear next steps.
Together, this group bridges the external client experience with the internal coordination that allows DMA to operate efficiently and thoughtfully.
A Team Effort
The Leadership and Customer Service team brings together different roles with a shared commitment to professionalism, responsiveness, and care.
- Dale Miller, CPA, President and Owner
- Blair Butters, CPA, Owner
- Carly Wilson, Executive Assistant
- Pat Roisum, Office Manager
Each person plays a distinct role, yet all contribute to the same goal: creating an experience that feels organized, respectful, and human.
At DMA, the work may center around tax, accounting, and payroll services, but relationships remain at the heart of the business.
That reliability is one reason many DMA client relationships span years, and often generations.
As Dale puts it: “It’s not about me. It’s about DMA and the company. What happens here happens as a whole.”
This Leadership and Customer Service spotlight is part of a series introducing the people and teams behind DMA.
Meet each of them here:
- Tax Department
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