We were lucky to catch up with ToBina Thornton-Stephens recently and have shared our conversation below.
ToBina , thanks for taking the time to share your stories with us today How did you come up with the idea for your business?
The idea for my business came from a personal experience that turned into a deeper realization about a problem affecting many people in my community.
At the time, I was working two jobs, raising a toddler, and attending Wayne State University full-time. Like many people, I trusted someone my family recommended to prepare my taxes. After filing, I began receiving IRS notices saying that I owed money, and I was completely confused. I was working hard and doing everything I thought I was supposed to do, but suddenly I was being told I owed taxes and I didn’t understand why.
When I called the IRS for help, one representative told me something that changed the course of my life. They said, “There are thousands of pages of publications on our website. You should go read them.” So that’s exactly what I did.
I began reading IRS publications and tax law, trying to understand what had actually happened with my return. What started as an attempt to fix my own situation turned into a deep interest in policy and how tax law works. I’ve always been someone who likes to read policies and understand how laws are implemented and how they affect real outcomes in people’s lives. As I studied, I eventually realized that the IRS actually owed me money, not the other way around.
Once I understood what had happened, I made a decision that no one would ever handle my taxes again without me understanding exactly what was being done. I began preparing tax returns for my family first—my mother, my siblings, and relatives who trusted me to help them do things correctly.
Around that same time, I was working for the State of Michigan in child welfare and visiting homes throughout some of the most underserved communities in the city. I saw firsthand how misinformation about taxes was affecting families. Many people believed they couldn’t file taxes because they didn’t make enough money, or someone else had claimed their children, or they didn’t have the right documents. Others were simply afraid or confused about the process.
What became clear to me was that the issue wasn’t just tax preparation—it was a lack of access to trustworthy, knowledgeable professionals who would actually take the time to educate people about how tax law affects their lives.
I also noticed another troubling pattern. Many tax preparers operating in the community were not truly educated in tax law. Some were using online software and presenting themselves as professionals without fully understanding the policies behind the work. At the same time, highly credentialed professionals were often financially out of reach for the very communities that needed their expertise the most.
That gap is where the idea for Service First was born.
I realized there was an opportunity to create something different: a tax practice built on education, accessibility, and integrity. My goal was not just to prepare returns but to help people understand how taxes connect to larger financial decisions like buying a home, starting a business, planning for retirement, or sending their children to college.
I started the business from my home in 2012 and formally established Service First Tax Service in 2014. From the beginning, I designed the company to do the opposite of what had frustrated me about the industry. I stayed in the same location year after year, kept the same contact information, remained available to clients throughout the entire year, and focused heavily on explaining tax law so clients could make informed decisions.
What excited me most about the idea was the possibility of changing outcomes for families. When people understand tax law, they can use it as a tool to build stability—whether that means correcting a mistake with the IRS, becoming a homeowner, or structuring a business properly.
Today, Service First has served more than 2,000 clients across the United States. What began as a personal effort to solve my own tax issue grew into a mission-driven firm focused on helping underserved individuals and entrepreneurs build financial clarity and long-term stability.
At its core, the idea for my business was simple: people deserve access to accurate information, ethical guidance, and professionals who are committed to doing things the right way.
Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.
My name is To’Bina, and I am the Founder and CEO of Service First Tax Service. I am a financial strategist and tax professional dedicated to helping individuals and entrepreneurs understand the policies that govern their finances so they can make informed decisions and build long-term stability.
entered this industry through personal experience. Early in my adulthood, while working two jobs, raising my son. As I studied tax law, I realized not only how the system worked, but also how many people in my community lacked access to clear and trustworthy guidance.
That realization led me to start preparing taxes for family members and coworkers. Over time, it became clear that the issue wasn’t just tax preparation—it was education. People were making important financial decisions without understanding how tax law affected their income, their families, their businesses, and their ability to build wealth.
14 years later, my firm provides tax preparation, financial strategy, bookkeeping, and advisory services for individuals and small business owners across the United States. My work often involves helping clients resolve complex tax issues, eliminate IRS penalties, restructure financial records, and transition from informal income streams into properly structured businesses. I also help entrepreneurs prepare financial statements needed to secure grants, loans, and commercial opportunities.
What sets my work apart is my focus on education and policy-based reasoning. I believe tax preparation should not be treated as a seasonal transaction. It should be an opportunity for people to understand how the law affects their financial lives and how to plan accordingly. I take the time to explain the reasoning behind decisions so clients can move forward with clarity and confidence.
In addition to serving clients, I am passionate about raising standards within the profession itself. I founded a tax training program where aspiring tax professionals learn to approach tax preparation through policy and applied reasoning rather than simply memorizing forms or relying on software. Many of my mentees have gone on to pass their IRS certification exams and begin their own firms, and I continue to mentor professionals across several states.
What I am most proud of is the trust that clients place in me. Many come to my firm during stressful financial situations—whether they are dealing with IRS notices, starting a business, or trying to make better financial decisions for their families. Being able to help them move from confusion to clarity is incredibly meaningful.
At the core of my work is a commitment to integrity. My goal has always been to ensure that the work is done correctly, that clients understand the decisions being made, and that they leave with knowledge they can use long after tax season ends.
Have you ever had to pivot?
One of the most significant pivots in my life and career happened in 2021 when my husband suffered a traumatic brain injury while on travel in Costa Rica. He was in a coma for several weeks, and I remained there for more than a month while he was hospitalized. It was an incredibly difficult and uncertain time for our family.
When we eventually returned home, life looked very different. My husband required ongoing care and rehabilitation, and many of the responsibilities we had previously shared suddenly fell entirely on me. At the same time, I was running my tax business and still employed by the State of Michigan.
During the next tax season, I had to operate my business in a way I never had before. I was balancing caregiving, raising my children, and maintaining my professional responsibilities while navigating the emotional impact of the accident. There were moments when I seriously considered stepping away from the business because the demands felt overwhelming.
But I kept thinking about why I started Service First in the first place. Many of my clients had come to rely on me not just for tax preparation, but for guidance during important financial decisions and difficult situations. I knew that stepping away would mean many of them returning to the same confusion and misinformation that motivated me to start the business years earlier.
That experience forced me to rethink how I operated. I streamlined processes, strengthened systems within my firm, and leaned more fully into the business I had built. The pivot ultimately led to one of the most important decisions of my career: in 2022, I left my position with the State of Michigan to run Service First full-time.
What initially felt like a crisis became a moment of clarity. I realized that the business I had built had the potential to sustain my family while also continuing the work I felt called to do in my community.
Looking back, that period taught me the importance of resilience, adaptability, and trusting the foundation that you’ve built. And reinforced that leadership sometimes requires stepping forward, even when circumstances are uncertain.
What’s been the best source of new clients for you?
The most consistent and valuable source of new clients for my business has been referrals. The majority of the people who come to Service First Tax Service are referred by existing clients, other professionals, or individuals who have heard about my work through community networks.
Because tax preparation involves sensitive financial information, trust is extremely important. Many of my clients come to me because someone they know had a positive experience and felt confident recommending my services. Over time, those relationships have created a strong referral network that continues to grow organically.
I have also built relationships with professionals in related fields, such as real estate agents, mortgage brokers, and other small business service providers. When their clients need help understanding their taxes, preparing financial statements, or resolving issues with the IRS, they often refer them to me because they know I take a careful and educational approach to the work.
Another important source of clients has been community engagement. I attend local events, speak with small business owners, and provide guidance when people have questions about tax-related issues. Being present and accessible has helped people see that my goal is not simply to file tax returns but to help them understand the financial decisions that affect their lives.
I believe referrals have been the strongest source of growth because they reflect something I value deeply—trust. When someone recommends my services to a friend, family member, or colleague, it means they feel confident that the work will be done correctly and that the person they referred will be treated with the same level of care and professionalism.
Contact Info:
- Website: https://linktr.ee/Servicefirsttaxservice?utm_source=linktree_profile_share<sid=ff309014-69ef-494a-af16-1147c996bcf9
- Instagram: https://www.instagram.com/servicefirsttaxservice
- Facebook: https://www.facebook.com
- Linkedin: https://www.linkedin.com/mwlite/profile/in/tobina-thornton
Image Credits
Katrina Cross-Daniels Photography