Your Client Experience Suffers the More You Have to Do

How Advisors Can Reclaim Their Time and Deliver What Clients Value Most

It seems like I’ve been saying the same thing for years, but every time I meet or talk with an independent advisor, we end up discussing – More tech. More compliance. More complexity. And somehow, more work—even when the tools are supposed to make things easier.  For many, the joys of “owning” their own business barely outweigh the day-to-day challenges.  I have started to ask a simple question.  Do you own a book of business, or does the book own you?  More importantly, are your clients truly getting your best effort?

For some, it is easy to put their heads down and tough it out – “that is just the way it is and will always be…” But for others (especially if they are eyeing retirement or a transition in the next few years), it’s time to ask some deep questions.

• Is this how I want to spend my days?
• Is this how I’m best serving my clients?
• Do they deserve more?
• Is this why I got into the business in the first place?

Ok, big issues and big questions, so let’s reframe the issue—and create some breathing room—by focusing on three big reasons why your client service model may be challenging:

1. What Non-Revenue Activities Are Consuming Your Time?

This should be the easiest place to begin. Start by doing a simple audit of your week. What are you spending time on that doesn’t generate revenue or deepen client relationships? When are you in front of a computer instead of a client?

Common culprits:

• HR tasks like payroll or employee reviews
• Technology decisions or vendor evaluations
• Marketing, lead gen, and/or content creation
• Compliance paperwork
• Investment model updates and rebalancing
• Etc.

👉 Ask yourself: Can any of these be outsourced, delegated, or automated?
You don’t have to do everything to maintain control. In fact, offloading the right responsibilities can free you to lead and serve better.

2. What Are Clients Really Paying For?

In my mind, clients aren’t compensating you for your operational efficiency, unless it is on their account, they couldn’t care less. They’re not staying with you because of your tech stack. They’re staying for:

• Peace of mind with their financial plan
• Timely advice
• Clear, concise communication
• Emotional support during volatility
• Having a trusted guide through life transitions

👉 Ask yourself: Are you proactively showing up for them in these ways—or are you stuck putting out internal fires?

3. How Can You Get in Front of More Clients?

With time freed up from non-client tasks, consider how you can deepen engagement:

• Call clients with no agenda, just check in to build rapport and strengthen relationships.
• Host intimate roundtables or virtual town halls, especially in times of volatility and uncertainty.
• Create short video updates on timely topics.
• Offer family planning sessions to the next generation.
• Schedule review meetings with proactive planning topics and themes (not just performance)

👉 Ask yourself: What would my client experience look like if I had 5 more hours a week for outreach and planning, and how can I make that happen?

Planning for the Next Chapter

Whether you are just reaching a mature business or if your exit is on the horizon, now is the perfect time to build a firm (or find a partner) that supports your goals, not just for succession, but for today’s peace of mind. The support should allow you to:

• Take operational work off your plate.
• Improve client experience, now.
• Build enterprise value for a smoother, more profitable exit whenever that may be.

You’ve spent years building trust with your clients. Make sure your days are focused on the work that matters most to them —and to you.