Thursday 13 November AMA: Kenny Foo, Xplan implementations expert, Ask Me Anything!
Want to know how the best structure their access levels? Or how often good site administrators review their assumption sets or update APLs? Or maybe there is a system setting you've never quite worked out. This is your chance to ask the questions that matter to you most. If it’s to do with running your practice, there’s a good chance Kenny can make Xplan more efficient for you. He's here to help! Here are some topic areas to get you started: Best hierarchy structures for Xplan? successful onboarding / off-boarding process examples Mastering user group management policies Join Kenny here on Thursday the 13th of November from 3pm -4pm AEDT Start popping in your questions below and Ask Me Anything!The Planner Who Wanted To Help Everyone
Jennifer was one of the good ones. She built her business in Adelaide from the ground up, one client at a time, one conversation at a time, one late night at a time. Her motivation was simple: to help people. If someone reached out, she would listen. If they needed advice, she would give it. If they couldn’t quite afford her fee, she would find a way to make it work. In the beginning, this was her advantage. Clients adored her warmth and generosity. They told their friends, who told their families, and before long, Jennifer’s small practice had become one of the most respected advice firms in South Australia. When asked what made her successful, Jennifer always smiled and said, “If someone knocks on my door, I’ll help them.” It was a philosophy that served her well, until it didn’t. The Tipping Point Eighteen years later, Jennifer’s firm was an established business with a strong brand, a loyal client base, and a capable team. There were two senior planners, a junior planner, and an administrative team that kept the wheels turning. On the surface, things looked great. The numbers were steady, the office was full, and the marketing engine was humming. But under the surface, the cracks were showing. The team was stretched. Deadlines were tighter. The planners were working longer hours. And the feeling in the office, once light and energised, had become quietly strained. Jennifer noticed it too, but old habits die hard. Whenever the phone rang or a new enquiry came in, she couldn’t bring herself to say no. “We can fit them in,” she’d tell her team. “It’s what we do.” The Subtle Realisation It was during a strategic business session with Back Office Hero that Jennifer’s situation became impossible to ignore. Her practice metrics were solid, but the story they told wasn’t comforting. Client numbers were up, but margins were flat. Staff satisfaction had dipped. Despite growing revenue, the business was no more profitable than three years earlier. When Mark from BOH asked why she kept taking on every prospect who came through the door, Jennifer said simply, “Because they need help. If I don’t help them, who will?” Mark nodded. “That’s admirable,” he said. “But how long can you keep helping everyone without losing the capacity to help anyone well?” The room went quiet. Jennifer leaned back in her chair. “That’s just how I’ve always done it.” And there it was, the sentence every experienced planner eventually says aloud. The Habit of Saying Yes For Jennifer, helping everyone wasn’t just a business choice, it was part of her identity. It was what had built her success. But what she couldn’t see anymore was that the very habit that made her business grow was now holding it back. Back Office Hero introduced her to the Ideal Client Calculator, a simple but confronting tool. It showed her, in black and white, what her heart had been avoiding. A third of her clients were paying less than the cost to serve them. Each new planner increased expenses without improving profit. The business was busy, but not efficient. Jennifer finally understood what she’d been feeling but couldn’t name, she wasn’t tired because she didn’t love her work anymore. She was tired because her generosity had no boundaries. The Turning Point The following weeks were uncomfortable. Change always is. Jennifer met with her team and showed them the data. She admitted, with her characteristic honesty, that she had been saying yes too often and that it was affecting everyone. “We’ve been running like we’re still a small firm,” she said. “But we’re not. We’ve grown, and our systems need to grow too. We need to protect what makes us good, not wear it out.” Together, they revisited the client model. They defined what an ideal client looked like, someone who valued advice, sought an ongoing relationship, and saw the worth in paying appropriately for it. From there, they refined service packages, introduced clearer boundaries, and built systems that allowed the team to focus on clients who matched the firm’s purpose. When new enquiries came in, they were screened using the Ideal Client Calculator. Prospects who fell below the threshold were referred elsewhere. It wasn’t rejection, it was stewardship. The Gentle Shift Habits don’t change with declarations, they change with decisions, made quietly, one after another. Jennifer began to pause before saying yes. She looked at each opportunity through two lenses, does it help the client, and does it serve the business? If it didn’t meet both, she learned to pass. Her planners followed suit. The office felt lighter. There was time again for team meetings, professional development, and those long-lost client coffees that build loyalty money can’t buy. For Jennifer, the hardest part wasn’t the system or the pricing, it was the silence that came after saying no. It felt unnatural at first. But as the months passed, that silence began to sound like clarity. With fewer, better-aligned clients, her planners delivered deeper advice. The admin team finished on time. Client satisfaction improved. And for the first time in years, Jennifer left the office before dark. She hadn’t just changed her business. She’d changed a habit that had quietly been running her life. The Moment of Clarity At the end of the next financial year, Jennifer sat down with her team to review their progress. Revenue was up. Profit margins had improved. Staff turnover was down. She looked around the table at a team that finally had room to breathe and smiled. “This is what I always wanted,” she said. “To run a business that helps people and gives us a good life too.” Mark from BOH smiled back. “That’s what happens when you replace habit with structure,” he said. “You haven’t lost your generosity. You’ve just given it direction.” The Lesson Jennifer’s story is familiar to anyone who’s spent years in advice. The drive to help, to say yes, to be the trusted one, is why most planners start. But left unchecked, that same instinct can slowly strangle a business. There’s no shame in it. It’s human nature. We repeat what once worked until it no longer does. But growth demands evolution. The planner who wants to help everyone eventually learns that the only sustainable way to do so is by helping the right people, in the right way, through a business that supports the promise it makes. That’s what the Ideal Client Calculator helped Jennifer see. It wasn’t just about profit; it was about focus. It showed her that systems and boundaries don’t reduce compassion, they preserve it. The New Habit Months later, a younger adviser from Adelaide reached out to Jennifer for guidance. “Do you ever feel bad turning people away?” he asked. Jennifer smiled. “Not anymore. I used to think I was saying no to them. But really, I was saying yes to my team, to my family, and to the clients who trust us most. That’s a better kind of help.” The adviser nodded, thoughtfully. Jennifer could see something of her younger self in his eyes, eager, kind, and determined to do good. She hoped he’d learn the same lesson a little sooner. Because when you stop trying to be everything to everyone, you discover you can finally be something meaningful to many. Closing Thought Back Office Hero doesn’t tell planners to care less. It teaches them how to care wisely. Systems, boundaries, and metrics aren’t barriers to kindness; they’re the structure that allows it to last. And for Jennifer, the planner from Adelaide who once tried to help everyone, that realisation changed everything. Now, she runs a business that thrives, a team that breathes, and a life that feels balanced again. The habit of saying yes will always whisper, but she’s learned to answer it with something stronger, clarity. And that’s the quiet triumph of a planner who finally learned that helping everyone can sometimes mean starting with yourself.17th July AMA: I'm Kenny Foo, Xplan expert, Ask Me Anything!
If you want a genuine competitive edge, streamline your operations and serve more Aussies; accurate data isn’t just a nice-to-have – it’s non-negotiable. But are you following data best practices when it comes to Xplan? For example, are you segmenting clients properly? Are file notes orderly and retrievable? Do you have zero client email bounceback? If not, join me here on Thursday, 17 July from 3pm to 4pm AEST. I’ve worked with many practices to optimise processes and boost everyday efficiencies. If it’s about establishing solid data foundations, there’s a good chance I can help you do so with Xplan. I’m here to help. Don't miss out – post your questions in the thread now! 🚨 Update: This AMA has now ended, but please continue to pop your questions in the discussion forums and make sure you tag me kenny.foo 🎙️ Let us know what you thought of the AMA and what topics you would like to see next here.
Thread / Task - How to create report
Hi all, We utilise a thread for our review process that indicates different tasks such as: Conduct review meeting Update XPLAN and conduct research Lodge paraplanning request Complete SOA Finalise and send SOA I would like to understand if there is a report in EXCEL format that I can run to show the timeframe between each tasks (e.g. How long does it take for the paraplanning request to be submitted after the review meeting, or how long does it take for the SOA to be completed from the time the paraplanning request is lodged). If at all possible, can this report be automatically generated and emailed? Help? Thanks, Sandy31st July AMA: I'm Courtney Youngblutt, Xplan expert, Ask Me Anything!
We all know efficient processes and smart tech use are non-negotiables for scaling your business and serving more Australians. In Episode 2 of the Advisely Masterclass, I worked with Retire Aware’s Kylie Springall to lay the tech foundations for a high-volume advice model. Whether you're just starting out, like Kylie, or growing your business, it can be easy to overlook the capabilities of the tech you already have. If you’ve got a bold vision like Kylie and you’re building out your advice processes, trying to scale efficiently, or just need Xplan to do more of the heavy lifting, this AMA is your chance to ask. For example: How do I track which referrers bring in my best clients? What’s the best way to ensure my file notes meet compliance obligations in Xplan? How can I track my marketing efforts? Can I invoice my clients from Xplan? How can I utilise Visualise in the onboarding process When should I introduce the Client Portal into my fact-find process Join me here on Thursday 31st July from 3pm to 4pm AEST. I’ve worked with hundreds of practices to optimise processes and boost everyday efficiencies. If you have a repeatable process, there’s a good chance I can make it more efficient for you with Xplan. I’m here to help! Start popping in your questions below and Ask Me Anything! 💬 This AMA is text-based, so I’ll answer your pre-submitted questions in the scheduled time. 📆 Click here to save the date in your calendar. 🔔 Don’t forget to hit the bell in the top right corner to be notified. 🎙️ Let us know what you thought of the AMA and what topics you would like to see next here.The Ideal Client Calculator
A Strategic Tool for Defining, Attracting, and Retaining High-Value Clients Introduction Financial planners often commence their professional journey by welcoming virtually any client to establish a revenue base. While this approach is practical in the early years, it frequently results in a heterogeneous client base - an inefficient blend of profitable and low-value relationships. The Ideal Client Calculator, developed by Back Office Hero (BOH), provides a systematic method for transitioning from ad hoc growth to strategic client selection. This shift enhances profitability, reduces operational burden, and improves enterprise value by aligning client profiles with the firm’s long-term objectives. Purpose of the Ideal Client Calculator This tool equips advice firms with a structured framework for defining, evaluating, and managing the types of clients they wish to attract and retain. Rather than relying on instinct or legacy relationships, it introduces clear criteria that guide client selection based on financial metrics, strategic alignment, and behavioural compatibility. It enables the business to: Clearly define the core characteristics of an ideal client, based on both financial and behavioural criteria. Make more informed and consistent decisions when determining which prospects should proceed to onboarding. Gradually transition out clients who no longer align with the firm’s strategic direction or operational efficiency goals. Establish a replicable, objective, and data-informed framework to guide client acceptance and maintain practice integrity This tool is most effective when used early in the annual Business System Calendar, ensuring that client selection remains intentional, strategic, and aligned with the firm’s evolving business model and capacity. Methodology and Application The Ideal Client Calculator is primarily used by financial planners and client service managers as a practical tool to bring structure and discipline to client selection. It is typically: Applied during the prospecting phase to determine eligibility for a Discovery Meeting Reviewed annually to reassess and refine client entry thresholds Referenced when evaluating whether existing clients continue to align with the firm’s strategic focus and service model. Observed Outcomes Firms who implement the Ideal Client Calculator consistently report noticeable improvements in both day-to-day operations and long-term business outcomes. By embedding client selection into a repeatable, criteria-based process, these practices shift from reactive decision-making to strategic management of their client base. They commonly experience: Enhanced clarity in client acceptance decisions. Improved metrics in client fee averages and FUM per client. Increased alignment between service expectations and delivery. Decreased planner frustration and administrative burden. Improved staff confidence in declining poor-fit referrals. One practitioner noted, “We used the tool to politely say ‘no’ to a referral that would have been time-heavy and low-revenue. That decision alone saved hours of admin each month.” Challenges Addressed Prior to implementing the Ideal Client Calculator, many financial planning businesses operate without a clear framework for client selection. This often leads to inconsistent onboarding decisions, resource strain, and a client base that grows in size but not in quality. Common issues preceding tool implementation include: Lack of clear client eligibility criteria. Pressure to accept referrals despite misalignment. Inconsistent onboarding decisions across team members. The tool reframes these challenges by establishing that poor client fit diminishes business performance and long-term value. Philosophical Foundations Back Office Hero’s philosophy is built on a clear truth: not all clients are good for business. Every client introduces time, compliance, and capacity costs - and when these outweigh the value a client brings, the business loses efficiency, focus, and margin. The Ideal Client Calculator reflects our belief that client selection should be a business decision, not a personal one. A systemised firm must protect its resources and ensure that every client admitted contributes to its long-term viability and profitability. To maintain this discipline, BOH recommends: Admitting only those clients who enhance core business metrics like fee levels, FUM, and service alignment. Reassessing what defines an “ideal client” on an annual basis. Respectfully transitioning clients who no longer fit the firm’s strategic direction. Prioritising firm-wide standards above individual planner preference or sentiment. This approach ensures the business remains aligned, intentional, and scalable - laying the groundwork for a more valuable and sustainable practice. Data and Inputs Required For the Ideal Client Calculator to deliver reliable and strategic outcomes, the business must first ensure it has access to accurate and consistent data. Without a strong foundation of clean inputs, the tool becomes subjective - undermining the consistency and objectivity it is designed to deliver. Effective use of the tool requires: Clean client data, including revenue per client, FUM, tenure, and service activity. Financial benchmarks derived from the top-performing 50% of clients. Defined minimum fee thresholds and a clear list of available service packages. Qualitative characteristics such as value alignment, responsiveness, and coachability. Clarity around which client segments the business is actively targeting. A nominated team member responsible for maintaining the tool and updating assumptions annually. The Ideal Client Calculator is most effective when used in conjunction with the Official Client List, enabling the practice to track client suitability, identify exceptions, and manage profile changes over time. Together, these tools reinforce disciplined client curation and provide visibility into the evolving shape of the business. Related Tools and Integration The Ideal Client Calculator is complemented by: Official Client List – identifies scalable, profitable clients. Client Ranking Tool – segments clients by effort, profitability, and risk. Information Memorandum – incorporates client selection criteria into business planning. Recommended timeline: • July – Review Official Client List. • August – Update the Ideal Client Calculator. Client Criteria and Variables Common evaluation metrics include: Minimum annual fee (e.g., $5,500 including GST) Age range (e.g., 45-65 Willingness to follow advice Communication preferences Document compliance and review attendance Implementation Guidelines Effective rollout involves establishing clear decision-making criteria and ensuring the tool is embedded into the client onboarding workflow. It should be championed by the Office Manager and reviewed annually to remain aligned with evolving business priorities. Aligning the team on firm-level client selection criteria. Training administrative staff on triage procedures. Educating referral partners on ideal client profiles. Defining clear scoring thresholds. Documenting exceptions for future review. Alignment With Organisational Strategy The Ideal Client Calculator supports BOH’s broader mission to guide advice firms through a structured transition - from informal, founder-led decision-making to systemised, scalable business operations. It helps shift the business: From founder-driven judgement to consistent, objective processes From ad hoc onboarding to strategic client curation From instinct-based choices to data-informed decisions By embedding client quality standards into daily workflows, the tool reduces key-person dependency, strengthens succession readiness, and supports consistent service delivery - all essential for building a transfer-ready business. Conclusion The Ideal Client Calculator is not merely a screening tool; it is a strategic asset. When applied effectively, it improves profitability, reduces planner burden, and fosters business continuity. Combined with the Official Client List, it empowers practices to clarify who they serve, why they serve them, and what long-term value that creates. Mark Lewin Founder Back Office Hero
Client Portal for accountants\referral partners
Hi lachlan.fuller, we're wanting to expand on our use of the Xplan client portal and open it up to accountants\referral partners so we can securely share client information with them. Recent discussions have identified that the previous professional adviser portal that was available is no longer supported so the only solution would be to create the Accountants as their own "clients" in Xplan- meaning they will exist as both clients and professional advisers and need to be updated in two separate records if\when changes are required. Is there a better approach to this? We want to use the portal to share EOFY reports etc with these entities in a secure fashion and the portal seems like the logical place to do it, but I'm not keen on maintaining two records in order to do this. Wondering if further development of this is already on the roadmap?The Meeting System Myth: Why Structure Beats Style Every Time
A well-run financial planning business doesn’t just deliver advice – it delivers it predictably. Inconsistency across key meetings – the Initial Appointment, the Statement of Advice Presentation, or the Annual Review – is the hidden weakness in many firms. While owners focus on revenue, it’s often the quiet chaos in how meetings are run and documented that chips away at trust, compliance, and efficiency. If you want to scale with confidence, every high-impact client meeting must become a system. And that system starts with standardisation – not of the advice, but of the structure. Systemise the Conversation – Not Just the Paperwork The core of a great meeting system is a pre-designed checklist or script that aligns with your service model. This doesn’t mean a robotic pitch. It means your practice has decided the key messages, disclosures, and touchpoints every client should hear, and every planner should cover. This script links directly to a tailored presentation deck. Together, they guide the conversation in a way that feels natural but ensures compliance, consistency, and quality across your entire team. Whether it’s super contributions, estate planning, or explaining fees, the same message is heard – regardless of which adviser is in the room. Now the magic happens downstream. Because the file note template has been written with the script and deck in mind, documentation becomes fast, thorough, and audit-proof. No more gaps. No more ambiguity. Instead, you have a meeting system that not only educates clients but protects your business. From Chaos to Coordination – One Meeting at a Time When you treat meetings as repeatable experiences rather than one-off conversations, you unlock operational clarity. Let’s take the Annual Review. If every adviser starts with a discovery script, shares a visual roadmap tailored to the client’s stage, and wraps up with a checklist-driven file note, you’ve created an advice experience that is consistent, scalable, and delegation-friendly. A paraplanner reading the note doesn’t have to guess – they know what happened. An offshore team can pre-fill the review deck or prep documents with confidence. And compliance knows where to look to verify outcomes. Best of all, clients feel the professionalism. They feel seen, heard, and remembered – because the system was built to deliver that. The Real Payoff – Margin, Morale, and Market Value When your meetings are systemised: Capacity scales. Planners spend less time documenting and more time advising. Morale lifts. Admin and support teams stop chasing details and start managing workflow. Compliance risk drops. Your audit trail becomes robust by default. Business value grows. You’re no longer a collection of individual styles. You’re a business with a playbook. Ultimately, your client meetings become an asset – not a risk. Conclusion High-value client interactions are too important to leave to chance or memory. Building a meeting system – anchored in a script, deck, and templated file note - ensures that every adviser delivers a consistent, high-quality experience, every time. This isn’t about removing personality. It’s about removing doubt. And the practicality? Don’t pretend you’ll build this in two weeks. Start small. Test. Tinker. Then each year, when your office shuts down for three days to improve procedures, you’ll make real progress. Within three years, you’ll have busted the myth that this is too hard to start. It’s not. You just did it – one process at a time. Mark LewinWant to know exactly what your client has updated in their digital fact find? Now you can!
Fact find comparison report is now available to all users Background Client Portal allows users to provide their clients with a digital fact find to complete for new and existing clients. The data is updated immediately in Xplan and allows advisers to capture data more efficiently. However, even though all changes are logged in the audit trail, getting a clear picture of what is updated wasn't always easy. What's new? Upon completion of a fact find in Client Portal, a comparison report is generated and saved as a file note against the client. All data from the fact find is displayed and any changes are clearly highlighted. How do I activate it? No extra steps are required to configure or activate the comparison report, it is already live in Client Portal and available now. Simply follow the existing fact find process by setting the fact find status to 'Unlocked' and when the client submits their fact find, a file note is created with the comparison report attached. Got questions or feedback? We always welcome feedback on our products and if you wish to let us know your thoughts, or if you have any questions, please don't hesitate to post them below.
