Matt had a great conversation with Kelly Waltrich, Founder and CEO of Intention.ly.
Here’s a quick glance at all the topics covered during this podcast appearance:
00:00 – The COO’s role in driving communication and alignment
02:15 – Why profitability matters more than revenue growth
05:32 – Fidelity’s $9,222 “cost to serve” benchmark and what it means for segmentation
08:47 – How overserving small accounts can erode margins and capacity
12:05 – Why process must come before technology investments
15:42 – Common operational gaps exposed in M&A integrations
19:30 – Standardizing systems vs. flexibility in planning tools
22:18 – Managing the emotional side of selling a firm
25:54 – Building guardrails around advisor pricing and discounting
28:36 – Reframing fiduciary duty: eliminating conflicts, not overserving
30:12 – Matt’s “Don’t Do That”: Don’t misinterpret your fiduciary responsibility
32:40 – Final advice on scaling profitably without sacrificing client experience
You can access the episode here.
Guest Appearance on Don’t Do That Podcast (Ep 30)
