Practice Operations: Project Recap

Designed a four-tier service model (Private, Preferred, Core, Foundational) with clearly differentiated offerings at each level. Billy's book of ~200 households now has a defined service promise at every tier. No one-size-fits-all.

Designed differentiated onboarding for each tier: premium welcome kits (Yeti drinkware, handwritten notes), personalized phone check-ins at 30 days, and a "surprise and delight" approach for top clients that no other advisor in their network is delivering.

Built a referral reward framework aligned to Billy's service tiers: Private (Cameo video message for high-value referrals), Preferred (predetermined gift), Core (handwritten thank-you note), Foundational (thank-you text only). Trigger is account opening, not the referral itself, so the reward reflects actual client value. Referral source field now mandatory on every new client record.

Designed a three-phase acquisition process: (1) 15-minute fit assessment call to qualify or redirect, (2) full proposal meeting, (3) onboarding. Defined clear exit ramps. Non-fits are referred to other advisors via Sophia, and "not yet" prospects enter a nurture track with specific future triggers.

Structured Billy's seminar program around the Neuberger Berman "Family Love Letter" format, capped at 6 couples, focused on soft estate planning (values, not just legal documents). Running 3 per year. The intimacy of the format makes attendees want to share it, making it a natural referral engine.

Worked through the "Louis Vuitton" positioning: being selective about who Billy serves is not a limitation, it's the product. Discussed how to think about time cost of planning, what abbreviated planning for B clients looks like operationally, and how to align service depth with actual revenue contribution.

Replaced Green/Yellow/Red/Black tiers with Private, Preferred, Core, and Foundational. Billy completed full segmentation of ~200 households, approximately 6 hours of work.

27 A/A+ households identified as approximately 50% of revenue. Confirms where high-touch service investment is warranted.

Private: 2 in-person reviews + 2 market update calls. Preferred: 1 in-person + 3 phone. Core/Foundational: phone-only, no planning. B clients get abbreviated planning; C/D clients do not.

Core data currently sitting on individual contacts needs to migrate to the household level for dashboard reporting to work correctly. Export/import process in progress.

Full prospect discovery workflow designed from scratch. Covers initial inquiry through fit assessment and outcome routing.

Rebuilt to include intake, verification, submission, monitoring, and completion stages. Outcome routing (verified → submit; missing info → follow-up; canceled → close). Trade placement decision gate added, assigned to Billy, not Sophia.

Defined when to use task templates (SOPs, one-off checklists, Sophia's reference library) vs. workflows (multi-step processes requiring tracking and outcomes). Sophia's ~â…“ of templates are SOP-reference, not action-based.

Initial session completed. Sophia needs to review enhanced ACH workflow and provide feedback on steps, task assignments, and what's missing before full rollout.

The signature deliverable: a tiered onboarding experience for new clients. Private/Preferred clients get a differentiated 90-day journey. This is what makes the practice feel elite.

Every new client to have referral source documented. Three-tier thank-you strategy: Green (Cameo or significant gift), Yellow (predetermined gift), Red (thank-you text/email). Triggered after account opens.

Built initial dashboards showing review frequency, at-risk/vulnerable relationships, high-priority client breakdown, and overdue tasks. Based on sample data and will reflect Billy's data as household fields are updated.

Dashboard logic built. Needs to be scoped to Private and Preferred tiers only (not all households). Last Review and Next Review date fields must be consistently maintained via the review workflow to drive accuracy.

Separate from insight view. Designed for morning use: overdue tasks, workflows in a step assigned to Billy, upcoming reviews in 30/60/90-day window, and anything sitting in a trade-needed step.