The “people” part of the people, processes, and technology approach to building a client advisory services offering isn’t just about finding the right clients. Your greatest asset for delivering effective advisory services is a well-trained, cohesive team that includes four distinct roles.
For simplicity’s sake, we will use the generic titles of administrative staff, technician, manager, and advisor. Feel free to come up with your own job titles, assign new titles, or associate existing positions in your firm to each advisory role.
The main objective here is to help you understand the responsibilities of each role in an effective advisory services team. Depending on the size of your firm, you may need to assign more than one role to the same person. As your advisory services grow, you can always add more than one person to each role.
Role 1: The administrative staff—directors of first impressions
Administrative staff is critical to the overall success of any accounting firm. They are often the unsung heroes, chasing down clients for information, managing and blocking schedules during critical seasons, and ensuring your team has what it needs to perform optimally.
They are usually the “Director of First Impressions,” answering phones and greeting clients in a professional manner at the office. This role can also expand into certain bookkeeping processes, coordinating client meetings and even preparing presentations. This support role plays an integral part in the success of your client advisory services offering.