Our Team is Fighting Over New Procedures

Beverly Flaxington is a practice management consultant. She answers questions from advisors facing human resource issues. To submit yours, email us here.

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Dear Bev,

We have team members turning on one another because much of the new client servicing standards we agreed to set in place are not working. Our operations associates blame our client service team, and the client service team blames advisors for not following the process. I’m running ops, but I’m at a loss as to how to rein this in.

It is no one’s fault. It is a new set of procedures we all have to get used to. Why is the default to make it someone else’s problem? It could be worked out if we were not expending so much time and energy trying to figure out whose fault it is.