If you do nothing else in your professional service firm this year about your back office, do this one thing. Analyse your client base. Segment it, and decide logically what each segment represents in terms of current and future value to your business. Understand what each segment costs you to maintain. Understand the risks of continuing to be seen as the possible professional adviser to apportion responsibility to, for people who do not actually value the advice or the adviser, and who are a drain on the firm’s resources.
It may be that providing different service or support offerings for different classes of customers is the way forward. Perhaps some simply need to be culled. Some will undoubtedly benefit from your increased attention and move up the value chain…but not everyone.
Working out who to drop is often the best way forward. It is not a quick process, but it will be one of the most beneficial things you can do for your firms future. Drop the anchors, and get going.