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PART One
Management Efficiency
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CHAPTER 1
The Efficient Management Philosophy
One of the great challenges of management is adjusting to the growth of a firm. The adjustment is not confined to the owner/manager. Adjustments must be made by all members of the firm. Clearly, though, the first and most fundamental step is for the owner/manager of the firm to recognize that as the firm grows, he or she must change the way in which management of the firm is handled.
For most practitioners who began as a one-person shop, this is a difficult task. When operating a one-person shop, the owner does it all, from clerical to analytical. When the first employee is added, there is still little need for formal management techniques, as there may be time to discuss most everything. But, as more and more employees are added, there is an inefficiency of scale that sets in, interfering with work productivity, increasing time demands on the owner/manager, and potentially limiting profitability. Often referred to as a revenue ceiling, this is the point in growth where the limitations of management so hinder the efficient operations of the practice that continued revenue growth becomes virtually impossible without major changes.
Similar in scope to the law of diminishing returns or the law of increasing opportunity costs (originating with eighteenth- and early-nineteenth-century economists such as Thomas Malthus and David Ricardo), increases in gross revenue could be outpaced by exponential increases in the cost of doing business. One firm recently reported that they were adding new employees at the rate of two a year to keep pace with increased workload, yet their net revenue number continued to remain the same as before (or to slightly decline). Bringing on more clients, increasing asset management (AUM) fees, and creating new recurring revenue sources also did not seem to help the bottom line. The discouraged partners were seriously considering breaking the firm apart and downsizing.
When a practice efficiency analysis was accomplished, several things came to light (four of which are mentioned here). First, the company was operating as a modified silo firm. This is where each of the five partners essentially ran their own operation. But, an attempt had been made to integrate staff to some degree. This created a boondoggle for employees, who were asked to adapt on a daily basis to five different styles of doing business.
Second, most reports (quarterly investment reports, for instance) were taking each of four staff assistants around eight hours (per report per staff member) to prepare. This is because the source data was coming from multiple locations (different software, websites, etc.) and had to be manually integrated into a single document. Often the resulting document had mismatched fonts, pagination, formatting, and styles.
Third, management style was somewhat myopic in structure. There was an office manager charged with running the office, but with little authority to actually manage the employees. If he was given the task of assigning work, many times, one or another partner would go around the manager to assign additional unrelated work to the same employee, requesting priority.
Fourth, there was no formal workflow process and follow-up procedure in place. With a lack of workflow and/or task completion standards (time and quality), there was no structural methodology for evaluating employee and/or manager performance. With close to 30 employees, this firm was attempting to run itself using the same techniques as a much smaller firm, and it simply was not working.
In short, this firm was badly in need of a management philosophy that would permeate each and every area of practice operations. It is not enough to state the philosophy or even print it in a manual; it must be a philosophy that lives and breathes with every activity within the firm.
COMMUNICATION IS KEY
One of the key skills that should be incorporated into a management philosophy is communication; communication with clients is important, but communication with employees is critical. Where communication fails, so does the practice, operationally speaking. Micromanagement creeps in and things grind to a halt.
Much has been written about leadership and efficiency. Some have suggested that leadership should be systematic and disengaged from process (Financial Advisor, March 2007, Editor's Note, “. . . worked on his practice, never in it”). Yet, day-to-day activities form the lifeblood of a financial practice. Therefore, the challenge for leaders (managers) of a practice is to determine to what extent they should play a role in those activities without crossing the line to micromanagement. At the opposite end of the spectrum is the strategic leader, who eschews daily responsibility in favor of a visionary role.
Typically, the financial advisor who runs his or her own practice wears a number of hats: manager, analyst, salesperson, marketer, public speaker, and family person, to name a few. Depending on the size of the financial practice, staff may assist with some of these roles. This places emphasis on the role of manager. Yet, the same financial advisor may also be active in technical roles within the firm. Possessing both technical and managerial skills is daunting, to say the least. Add to that the skills of a public speaker, and you have a nearly impossible combination of skill sets.
Given that challenge, it might be prudent to consider more efficient ways of carrying out the various roles demanded of the financial advisor. First, the role of leader/manager should be considered. Albert Einstein once said that “creativity is 10 percent inspiration and 90 percent perspiration.” (The same or similar quotes have been attributed to Thomas Alva Edison and others.) The same can be said of leadership. It can also be said that 90 percent of a leader's activities are in the realm of communication and 10 percent comprises everything else. If we accept this notion, then it suggests that a small improvement in communication skills could lead to a more efficient advisory firm.
Consider the four communication styles of leadership shown in Figure 1.1.
The reality is that leaders must possess the chameleon-like ability to assume all four of these communication styles when appropriate. No one style may be perfectly appropriate, though. The fact that this chart appears like a target is not by accident. Where a leader may find her point on this target may be due to a blending of two or more of these styles and in consideration of the task at hand. Workflow should be handled within the larger context of the vision of the firm. In addition, protecting the firm must be balanced against the needs (and risks) associated with achieving firm-wide goals. Ultimately, this chart illustrates the delicate balancing act a leader must follow to be successful. Efficiency is driven by how well the leader can function within this environment without being bogged down by the details.
To be most efficient in your role as a leader, leadership must be shared with those who are led. Delegating tasks is one thing; delegating responsibility is quite another. In order to be most efficient in accomplishing the goals of your financial practice, eventually you will need to embrace the concept of delegating responsibility. To be consistently successful in this, three steps must be accomplished:
1. Matching responsibility to the appropriate person and assessing readiness levels
2. Holding that person accountable for the expected results
3. Following up and providing feedback
Assessing readiness levels is a skill unto itself. Often, staff members may feign proficiency to prop up their value to the firm. Do not assume that just because someone says he knows how to do something that he actually does. A manager must be capable of cutting through the hyperbole and ascertain the specific readiness level of a staff member prior to assigning tasks and/or responsibilities. This might be accomplished by simply asking questions like, “When you say that you know how to do this, perhaps you could briefly take me through the steps involved…” or words to that effect. Assigning responsibility also involves motivating that person to do a good job. Placing the importance of the task or set of tasks in the larger framework of importance to the firm or clients can accelerate completion and efficiency more than top-down commands such as “because I said so.”
Accountability is another key step in delegating responsibility. Holding people accountable for their actions speaks volumes on the importance of setting high standards in a firm. Those of us who are parents understand that the first time we let children get around a rule is the last time we can enforce that rule. Though it would be folly to suggest that you treat your staff like children, there are those inevitable comparisons. While we are on the subject, what is accountability? Accountability should mean that there are consequences to one's actions. This can mean good or bad consequences (reward vs. punishment). Rewards can come in many forms, such as additional privileges, bonuses, and so on. Punishment can be as subtle as the removal of authority (responsibility) or as overt as withholding bonuses or reduction of pay or worse. The degree would be determined by the egregious nature of the situation. To work, the criteria must be objective, fair, and consistently applied. They must also be discussed well in advance.
Follow-up is the third step in delegating responsibility and is perhaps the most important. Yet, it is often the most neglected step. Ironically, it could be the easiest to accomplish using technology. Most client (customer) relationship management (CRM) software packages, scheduling software, and calendars offer the ability to track tasks in one way or another. Scheduling a follow-up with a staff member should be a habit that is done at the same time a task or responsibility is assigned. Some advisors have developed the additional habit of having the affected staff-person place the follow-up on their calendar as well. In this way, that person recognizes the importance the advisor (manager) places on follow-up and feedback.
Following up on task and/or responsibility delegation is as important as what is being followed up on. Do not overly complicate the follow-up communication. Keep focused on the issue and simplify the communication as much as possible. Even though it may be dated material, consider using the One-Minute Manager (© HarperCollins, 2000) style of feedback by pointing out the strengths of the individual in the task and the areas for improvement going forward.
Consider the value of introspection. Hold yourself accountable for your tasks and responsibilities. Ask what consequences you will suffer for not accomplishing those tasks or fulfilling those responsibilities. In addition, determine what rewards you are due for meeting or exceeding your own expectations. Recognize that you are being judged not only on how efficiently you manage others, but also on how well you manage yourself.
THE IRONY OF MICROMANAGING
Given that there are financial advisory firms that struggle with the growth of their practices, a simple phrase comes to mind: You cannot grow until you let go. Many firms began as one-person shops and grew from there. However, in many cases, the firm continues to be managed as though it was still a one-person company, with one person involved in all aspects of firm operations. As a firm experiences growth, this becomes an unworkable management model and actually can limit or prevent growth from occurring.
Typical characteristics of micromanagers include:1
- They believe that being a manager means that they have more knowledge and/or skill than their employees.
- They believe they can perform most of the tasks of their staff, probably better.
- They believe that they care about things (quality, deadlines, etc.) more than their staff.
- They feel it is more efficient to do the job themselves than give the job to a staff member.
- They are overly critical of their staff. When they review the work of staff members, they tend to find at least one thing wrong each time. (They often suffer from “red pen” syndrome.)
- They don't allow their staff to learn from their mistakes.
- They get irritated if staff makes decisions without consulting them.
- They spend an inordinate amount of time overseeing single projects.
- They pride themselves on being on top of their staff's projects.
- They are overworked, and their staff is not.
- They come into the office earlier than any staff member and leave later. If they are away from the office, they call in at least twice a day, including when they are sick or on vacation.
- They seldom praise staff members.
- Their staff appears frustrated, depressed, and/or unmotivated.
- Their staff does not take initiative—they have to check with the manager before doing anything.
- They have been referred to as controlling, dictatorial, judgmental, critical, bureaucratic, suspicious, or snooping by staff, managers, or family members.
The following story illustrates at least some of these points.
Some years ago, on a visit to a financial advisor's office, I noticed a 10-minute egg timer sitting on the advisor's desk. It was a sand-filled...
