Last reviewed: September 2026.
Timeline Overview
T-30 to T-21 (announce and collect)
Announce Surge dates and how scheduling works.
Request required documents (tax return, statements, updates).
Identify which clients need pre-meeting mailouts.
T-14 (validate and assemble)
Validate data (accounts, beneficiaries, insurance, liquidity).
Build meeting packets; confirm agendas.
T-7 (finalize and brief)
Lock the schedule; send confirmations.
Team stand-up: roles, escalation, and exception handling.
Pre-Appointment Checklist (Starter)
Latest tax return on file
Account statements imported
Beneficiary confirmations requested/updated
Outstanding tasks from last meeting resolved/assigned
Agenda and key talking points prepared
Any pre-meeting mailouts sent (and noted)
Roles and Handoffs (Example)
Relationship Manager (RM): Scheduling, confirmations, agenda email, day-of check-ins.
Operations (Ops): Packet build, data checks, signatures/e-sign prep, post-meeting task entry.
Advisor: Final review, delivery, decisions, post-meeting dictation.
Define "done means" for each deliverable (what complete looks like, where it is stored, by when).
Day-Of Meeting Flow
Morning huddle (15 min): hotspots, exceptions, who needs follow-up today.
Run meetings on time (60 minutes or less).
Immediately after each meeting: do the 15-minute dictation (below).
Ops/RM execute handoffs from dictation tasks.
Shutdown ritual: ensure tomorrow's packets are 100% ready.
The 15-Minute Dictation Method (Template)
Use this right after each meeting to prep the next one and eliminate re-work.
Client: [Household] Date: [Today] Next Meeting Target: [Month/Season] Within 7 Days (owner -> due date): - [ ] Task 1 … (Owner) -> [Due] - [ ] Task 2 … (Owner) -> [Due] Requests/Reviews (what we need from client or to verify internally): - [ ] Item A … - [ ] Item B … Next Meeting Agenda & My POV: - Topic 1 — [why it matters / my stance] - Topic 2 — [decision needed] - Value Add we plan to use: [Name] Notes: - [context or risks]
Litmus test: If a team member has to ask what you meant, the dictation was not clear enough.
Exception Handling and Triage (Between Surges)
Level 1: True urgent (for example a death or a major transaction deadline).
Same-day route to advisor; schedule an exception slot.Level 2: Time-sensitive but not critical.
RM/Ops respond within 1 business day; schedule in next available non-meeting block.Level 3: Routine requests.
Acknowledge and queue for next cycle or scheduled admin time.
Document exceptions in a simple Exception Log (client, issue, level, resolution, date).
Do / Don't During Surge
Do
Start/stop on time with a timer.
Protect lunch and buffers.
Use the dictation method after every meeting.
Thank your team daily; they Surge longer than you do.
Don't
Introduce new processes mid-Surge.
Let meetings run long.
Accept drop-ins that break the block.
Criticize staff for misses without fixing the system first.
Staff Care (Matters More Than You Think)
Expect staff to be in Surge mode 2 to 3 weeks longer than the advisor.
Ask, "What do you need from me to do your job well?"
When mistakes happen, blame the system before the person and improve the checklist/runbook.
Success Checklist
All packets complete the day before
Every meeting had a clear dictation memo
Exceptions logged and resolved by level
No process changes mid-Surge
Team debrief scheduled (see Improving Surge: KPIs, Debriefs, and the Readiness Ladder)