October 25, 2018
Hidden gems are team members who have been typecast in a role but have innate characteristics that would enable them to excel outside of their traditional scope of work or in other areas of the business. What we know about the new generation of talent (think: Gen-Y and Gen-Z) is that they are incredibly creative thinkers, who are adept at finding faster and more unique ways to complete tasks. We also know that the best leaders
September 29, 2018
Mass scale and customization sounds like an oxymoron; the notion that you can efficiently wholesale produce and deliver a service while still providing each customer with a uniquely tailored experience. It is the success formula for companies like Netflix and Amazon and the driving force behind today’s roboadvice platforms. As the financial services industry continues to consolidate and private equity money favors businesses that can attain the highest levels of operational efficiency, advisors should be focused
Do you ever reflect on how a client or prospect felt after leaving a meeting with you? I recently faced the trifecta of iPhone debacles for someone running a mostly-mobile business: a cracked screen, non-working audio, and no signal…on a 93-degree day, in Manhattan, in between two important prospect meetings. Over the course of the next 3 hours I visited an Apple store and a Verizon store and dealt with two completely different customer service
July 29, 2018
This is a question I ask many of my advisor-clients as they gear up to hire yet another service-oriented team member. “Are your office policies and procedures documented?” I ask. “Do you have institutionalized systems and processes around client acquisition, client service and client engagement?” “How clear are team members on company objectives and quarterly goals?” Teams are not always at capacity as quickly as they think they are. Often advisors will feel the need
When most advisors think about today’s millennials, they think about seventeen-year-olds taking selfies and posting on Snapchat. The reality is, most millennials are now in their early 30s and stand to inherit trillions of dollars over the next two decades from their parents and grandparents. While they may still be taking selfies and posting on Snapchat, they are double the size of the baby boomer generation, incredibly tech savvy, entrepreneurial and in-tune with their finances.