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Making a Big Firm  Feel Small

Making a Big Firm
Feel Small

The continued tear of M&A activity throughout the RIA industry has resulted in some firms reaching critical mass very quickly.  These firms are learning that with size comes all the troubles associated with scalability.  Beyond the structural challenges...
Always Focus on  the Client Experience

Always Focus on
the Client Experience

Below is a long, harrowing, frustrating, and oftentimes sad recount of my recent interaction with Microsoft support for our son’s Xbox.  As you will see, this experience has scarred me for life.  I can’t imagine any RIA putting their client through such an...