Administrators Day
Administration covers the overall logistics and daily planning within any organization. It is a critical role that is often misunderstood.
When you think of an administrator, it might conjure up images of the 1980’s movie 9 to 5. A single woman in front of a typewriter taking messages, writing memos, and swatting off the advances of her male boss. That stereotype doesn’t come close to the reality of modern administrators.
Today’s administrators are the life blood of an organization. Good admin is a blend of office management, logistics and supply, marketing and communications, and IT support.
Our administrators are the first line of contact that a client has with our firm. Whether that be picking up the phone, greeting a client when they walk in the door, or corresponding over email. This job demands great attention to detail but also a welcoming charm that puts clients at ease. Most problems are solved by our admin team listening to a client’s concerns and reacting in real time to find a solution.
When our advisors walk into a meeting with a client, they are empowered by the research and preparation done behind the scenes by our admin team. It’s a culmination of all the little things that clients rarely see that makes a difference. Printing documents, opening accounts, and updating client relationship management software. Especially in a small business, an administrator must be able to wear multiple hats and work on many projects at once.
A strong admin team also allows advisors to focus on what they do best, servicing clients. Another advisor once told me, “Clients don’t want you walking out of a meeting to answer a ringing phone in the other room. That’s why I invested in admin, first and foremost.” Advisors can focus better on their job when they know they have strong admin behind them. Which is why start ups will traditionally invest in administration before anything else. Build a strong base and the business will grow from there.
Your clients’ experiences will determine if your business succeeds or fails. What clients say about their experiences determine the referrals and new business coming in the door. The best way to profit from referrals is to invest in admin. If clients feel they are being heard and acknowledged, they will speak highly of you.
Lastly, good administrators can think on their feet. They have a strong emotional intelligence that knows different clients are not alike, and no two situations are the same. When a problem arises, a personal touch is always warranted. Maybe a client needs large print font? Maybe they are super techy and prefer virtual meetings? Knowing your client and how you can help them personally is key. Professional administrators are more than “people persons”, they must be open to customized solutions.
Ideally your organization will have a branch administrator, in a senior position, with other assistant administrators able to take on various work loads. Lucky for us, that role is filled by my wife and partner Shirley Nellist. Shirley has played an instrumental role in this business since its inception. I couldn’t imagine running this business without her. Her dedication to our clients and their wellbeing is why we have the practice we do. I know I don’t say thank you enough.
Thank you to all the administrators in our office and within the greater company of Raymond James. Thank you to the administrators I deal with within our partner companies and service providers. It’s your job to make sure everything is running smoothly and on time. And for that I am very appreciative.
Happy Administrators Day everyone. Just because your work is sometimes unseen, does not mean it goes unnoticed.
…
