Best Practices Podcast

Today, we have the privilege of hosting Susy Fossati, Founder & Director of Avignon Etiquette, one of Canada's leading authorities on modern etiquette, executive presence, and strategic soft skills, trusted by corporate leaders, families, and schools alike to cultivate confidence, sophistication, and lasting influence. Susy's expertise is grounded in global best practices shaped by elite instructors advising the world's most influential private households and high-performing organizations. She partners with forward-thinking organizations, families, and educational institutions to deliver tailored workshops, private coaching, and immersive experiences, helping participants navigate professional, social, and public environments with poise, strategic awareness, and authenticity. Whether preparing client-facing teams, guiding students in schools, or coaching families, Susy equips individuals and groups to strengthen trust, elevate personal and organizational brand, and build meaningful, cross-cultural relationships that leave a lasting impression. Join us as we dive into a conversation with Susy, a leading Canadian voice on etiquette. She brings insight and authority to every conversation on modern manners and professional poise. https://www.avignonetiquette.com Susy Fossati, Founder & Director of Avignon Etiquette, one of Canada's leading authorities on modern etiquette, executive presence, and strategic soft skills, is trusted by corporate leaders. She partners with forward-thinking organizations, families, and educational institutions to deliver tailored workshops, private coaching, and immersive experiences, helping participants, families, and schools alike to cultivate confidence, sophistication, and lasting influence. Susy's expertise is grounded in global best practices shaped by elite instructors advising the world's most influential. She partners with forward-thinking organizations, families, and educational institutions to deliver tailored workshops, private coaching, and immersive experiences, helping participants in private households and high-performing organizations.

In this episode, we dive into a topic that almost every growing financial services team faces — but few talk about openly: operational effectiveness and the hidden cost of undocumented systems. Our team has been working together since 2003. We're highly in sync. We move fast. We 'just know' how things work. But when a new team member joins, that rhythm becomes a barrier rather than a strength. The core issue isn't about one person's performance — it's about the absence of documented processes, clear KPIs, and a defined source of truth.  So today, we're speaking with Katie Attard, an expert in operational effectiveness to unpack: How teams unintentionally create invisible systems Why undocumented culture becomes risky And how to build scalable infrastructure without slowing momentum Learn more about our guest Katie Attard: https://www.konduitoperations.com/

Special Guest, Karen Gowdy, Senior Estate and Insurance Advisor. Karen, with a remarkable 35-year career in the Financial Services & Insurance Industry, provides comprehensive advice for personal and corporate estate and insurance. Areas of expertise include estate creation and preservation techniques and corporate financial security planning, all with an emphasis on taxes and liquidity. Her work is especially key to delivering exceptional client experiences to all advisors and clients across Eastern Ontario. Beyond her advisory roles, Karen's mantra is family first. https://www.linkedin.com/in/karen-gowdy-32503332/ Unleashing Your Hero: Rise Above Any Challenge, Expand Your Impact, And Be The Hero The World Needs  

In this episode, we're talking about the importance of client segmentation and tiered service in financial advisory teams emphasizing the need for ongoing analysis and categorization of clients to enhance service delivery and business growth.  Tools to go with this episode are located here.

In today's episode, we're diving into a crucial topic for any growing business: Hiring a New Team Member, exploring smart strategies to build stronger, more effective teams. Before you jump into posting that job opening, it's essential to pause and reflect. Have you truly explored all options to meet your workload with your current team? Sometimes, reassigning roles, streamlining processes through automation, or reshaping client relationships can increase capacity without the need for new hires. If not, then it's time to look carefully at what skills your team is missing and design a role that fills those gaps — not one created just to help a specific person or out of convenience. Chapter 3 Tool

Today, we're diving into a topic many find challenging yet incredibly rewarding — how to expand your role beyond offering great financial products and services, and become a trusted consultant who addresses your clients' broader wealth management needs, including estate planning. We know it's not always easy to talk about what happens after life — taxes, inheritance, and protecting assets for heirs. But by helping your clients plan thoughtfully for the future, you create deeper, longer-term relationships and open doors to substantial new business opportunities for yourself. In this episode, we'll explore how to approach estate planning conversations with confidence, coordinate with other professionals like accountants and lawyers, and bring real peace of mind to your clients — while growing your practice with meaningful solutions that matter.

In a world where markets shift overnight, technologies evolve daily, and ways of working transform constantly, your clients' financial lives are in flux — sometimes exciting, sometimes uncertain. Their need for clear, timely, and personalized communication has never been greater. But it's not just about what you say — it's how you say it, and *where*. Tools for Chapter 12

Thomas brings not only a strong background in finance and investment strategy—holding licenses to trade in both Canada and the U.S., and currently pursuing his CIM designation—but also a passion for guiding clients through every stage of life with clarity and care. And today, Thomas joins us in a brand-new role—parenthood. He and his wife recently welcomed their daughter, Evelyn, into the world. In this episode, we'll talk about what it means to balance growing a family with planning for the future, and how thoughtful financial strategies can help parents feel confident as they navigate new responsibilities. Beyond his work at Raymond James Canada, Thomas is an assistant coach for McMaster University's Varsity Baseball Team, an avid golfer, a lifelong Toronto Maple Leafs fan, and someone who appreciates a good chess match. Learn more about Thomas here.

In this episode, we'll explore how developing and maintaining a disciplined call plan transforms your relationship management — helping you improve time management, reduce reactive work, deepen client trust, and ultimately, increase your share of wallet and referrals. You'll also hear actionable steps to segment your clients, prioritize contacts by service level, prepare for meaningful conversations, and keep your entire team aligned on outreach goals. Episode Tools

Today, we have the privilege of hosting Susan Latremoille, an expert dedicated to helping financial planning professionals and business owners navigate the deeply personal side of transition. Whether it's exiting a company, stepping out of a leadership role to retire, or planning what comes next after a fulfilling career, Susan brings a unique focus on the human dynamics that often get overlooked—such as identity, purpose, lifestyle planning, and readiness for change. With a remarkable 38-year career as a financial advisor at top firms like Merrill Lynch, RBC, and Richardson Wealth, Susan sold her practice in 2019 to concentrate on guiding clients through the personal challenges that arise when leaving a business or career behind. Susan is the Co-Founder and Partner at Next Chapter Lifestyle Advisors and a faculty member for the Exit Planning Institute's Certified Exit Planning Advisor (CEPA®) Program, where she champions the importance of integrating personal planning with financial and business strategies. She holds multiple credentials, including CEPA, Family Enterprise Advisor (FEA), Certified Professional Retirement Coach (CPRC), Institute of Corporate Directors (ICD.D), and an Executive MBA. Beyond her advisory roles, Susan serves on The Barrett Family Foundation board and its investment committee, is an acclaimed author, and has been recognized with leadership awards including the Hummingbird Award. Join us as we dive into Susan's insights on making transitions not just successful, but truly fulfilling, bringing heart and purpose to every step of the journey. https://nextchapterlifestyleadvisors.com

Today, we'll explore why small accounts can be a hidden challenge in your practice and why managing them effectively is crucial for your business's health. We'll talk about identifying which small accounts are truly strategic—linked to bigger relationships or important referral sources—and which ones might be better served elsewhere. You'll hear practical steps on how to audit these accounts honestly, strategies to reduce their numbers wisely over time, and ways to maintain goodwill with clients when you decide it's time to say goodbye. We'll also cover how focusing your team's energy on higher-value clients can boost morale, deepen expertise, and ultimately grow your business more efficiently.

We will explore the power of having a clear plan for your business — your very own GPS to guide you toward success. Imagine driving on a journey without a map or directions. Even if you somehow reach your destination, how much smoother, faster, and more confident would the trip be with a GPS?  In this chapter reading, we dive into why a thoughtfully crafted business plan — one created with input from your entire team—can transform how you operate. We'll share practical steps to build your plan, tips on involving your team, and how to use tools like calendars and spreadsheets to keep your year on track. Plus, hear why regularly reviewing your plan keeps your business agile and progressing toward your ultimate vision.

Today's episode, Self-Care is a Team Sport, this Episode explores the real, raw, and revolutionary ways self-care shapes how we show up in life, business, and beyond. Today, we are thrilled to welcome back someone who truly embodies the heart of this work — Christy Nichol, the powerhouse behind the Burnt to Blissed Out Formula. Christy is not only a female business owner and wellness expert, but she's also a leader who lives her mantra: Body First, Business Second. Her work reminds us that success isn't just about strategy and hustle — it's about healing, intuition, and honouring the body that carries it all. Christy is an expert, a woman who cares deeply, and a total inspiration to anyone who's ever felt burnt out and wondered if there's a better way. Let's dive in — because self-care isn't a solo act. It's a team sport. And Christy is on our team today. https://christynichol.com

Today, we have an incredible guest joining us: Olivia Pinho, the dynamic CEO of Amplified Social and co-founder of Baking Bread. With a rich background in digital marketing and a passion for empowering Wealth Advisors, Olivia has developed a proven 4-step method to social media success. She specializes in helping advisors streamline their content creation and execute strategic marketing initiatives, ensuring that they can focus on what they do best—serving their clients. In this episode, we'll explore the importance of branding and how to create a cohesive brand identity that resonates with your target audience. Olivia will share her insights on the emotional triggers behind effective branding and provide actionable tips to enhance your online presence. But that's not all! We'll delve into Olivia's expertise in storytelling and automation, discussing innovative ways to create scalable business solutions. We'll also hear about her journey as a multi-business entrepreneur living in beautiful Fernandina Beach, Florida, where she enjoys the coastal lifestyle and her beloved Chihuahua. So, whether you're a Wealth Advisor looking to elevate your marketing game or a business owner seeking clarity and confidence in your branding, this episode is packed with valuable information just for you. Get ready to take notes as we welcome Olivia Pinho to the show! Let's jump into our conversation and hear Chapter 15 of Growth Management! Tools: https://advisors.to/content/uploads/Tool-Chapter-15.pdf https://amplifyyoursocials.com https://bakingbread.io/baking-bread-media/about/  

In today's episode, we'll tackle the barriers that often lead team leaders to shy away from weekly meetings, and how we can transform these gatherings from dreaded time-wasters into vital, engaging conversations. We'll discuss key strategies for ensuring these meetings are concise, productive, and most importantly—exciting! You'll learn about setting clear agendas, keeping meetings on track, and how to create an atmosphere where every team member feels empowered to share their ideas and learn from one another. Tools for this episode: https://advisors.to/content/uploads/Tool-Chapter-5.pdf  

Advisors often find themselves in the fast-paced world of sales, where processes and administration can easily fall by the wayside. But what if I told you that by treating your practice like a business, you can achieve smoother operations and enhanced efficiency? The input of one person is the output of the other. A Best Practice for Team management is creating a Team Manual. In this episode, we'll explore Team Roles and Responsibilities, Administrative and Communication Processes, Client Segmentation and Service Processes, and Utilizing your client service manager and contact information for resources. https://advisors.to/content/uploads/Tool-Chapter-8.pdf

In today's episode, we dive deep into the power of Annual Client Progress Reviews. Tools: https://advisors.to/content/uploads/Tool-Chapter-11.pdf  

In today's episode, we dive deep into the transformative power of team off-sites, especially within the financial services sector. Today we're exploring how these retreats can help teams realign their goals, enhance collaboration, and ultimately drive better results.

In this episdoe we dive into an important topic: How to Avoid Litigation in a Joint Code Arrangement or Partnership. Joining us is Ellen Bessner, a partner at the renowned litigation boutique law firm Babin, Bessner Spry LLP. Ellen brings deep expertise in financial services litigation, focusing on the regulatory defence of securities dealers, advisors, and insurance agents—both in court and in CIRO matters, as well as provincial securities and insurance tribunals. In addition to her legal practice, Ellen runs a training business and has authored two insightful books designed to help advisors and agents navigate their compliance obligations. Her books are accessible, easy to read, and free from legal jargon. Ellen is also a regular contributor to Investment Executive, where you can subscribe to receive all of her articles directly to your inbox. Stay tuned as Ellen shares her invaluable advice on avoiding litigation when working in joint arrangements, drawing from her wealth of experience and practical guidance.

Welcome to the podcast, where we dive into the fascinating journey of Tim Godfrey, a retired financial advisor who successfully transitioned into the world of entertainment. Tim shares his unique insights on how he built lasting connections with his clients, and colleagues and the influential role of voice over the phone in establishing trust and rapport. In this episode, Tim opens up about the lessons he's learned throughout his career, how he shifted to entertainment, the thing is, both industries are about understanding people. In finance, it was about understanding clients' needs and helping them plan for their future. In entertainment, it's about understanding the audience—what resonates with them, what emotions are involved. In both, you can build trust and relate to people on a personal level, the work will always be more impactful. In today's world of digital communication, we sometimes lose sight of the importance of that personal touch. Join us for an inspiring conversation about connection, communication, and reinvention! Also, stay tuned as Sandra Margolese reads Chapter 17, "MANAGING RELATIONSHIPS AND REFERRALS" from Best Practices: A Handbook for Advisors and Their Teams, Third Edition. Tools from Chapter 17!

In this episode, Joanne Ferguson chats with Brendan Kenalty, who has over 30 years of industry experience with technology and financial leaders including Microsoft, Blackberry and Manulife. Brendan is a business builder, college professor and passionate advocate for financial education. As a longtime entrepreneur and father of two young men, Brendan understands the importance of financial literacy and is dedicated to helping the next generation move forward with knowledge, skills and confidence. He helps wealth advisors use financial education to attract, satisfy and retain multi-generational clients. After our chat, you will hear Chapter 21, Capturing Your Value read by Sandra Margolese.  Brendan's comany Baking Bread

In this episode, Joanne Ferguson chats with Christy Nichol. This episode is focused on Burnt Out to Blissed Out! Christy Nichol is the owner of the Burnt to Blissed Out Formula.  A female business owner who understands the human body and business. Body First, Business Second is her motto. Joanne thought of speaking to a woman who cares and is an inspiration with her work. After the chat, you will hear Chapter 23, Trending Forward, change the Ultimate Certainty read by Sandra Margolese.

Welcome to today's episode! In this candid conversation, Joanne Ferguson sits down with leadership expert Sofia Costantini to explore the true essence of leadership. As a top educator, presenter, and leader in the wellness field, Sofia is deeply passionate about helping others achieve both personal and professional success while emphasizing the importance of self-care. With over 30 years of experience in empowerment and leadership management, Sofia shares invaluable insights on how to build a successful team through positive leadership, all while maintaining a balanced, healthy mindset. Sofia's approach is all about motivating individuals and teams to tap into their full potential, showing that a compassionate, positive leadership style can lead to immediate and impactful results. As she often says, "Compassion is a huge piece to leadership" and "Leaders empower learners." Tune in to learn how Sofia's thoughtful guidance and strategic word choices inspire teams to go beyond their perceived limits. Also, stay tuned as Sandra Margolese reads Chapter 4, "Leading Your Team" from Best Practices: A Handbook for Advisors and Their Teams, Third Edition. Tools from Chapter 4

In this episode, Joanne Ferguson chats with Katie Attard, the person founders and executives turn to when they need a reliable partner to help their business thrive. Whether you're launching a new venture or scaling your operations, she is here to provide the strategic support you need to make your business scale with confidence. katieattard.com  Sandra Margolese reads Chapter 7 'Powerful Process Management' from Best Practices: A Handbook for Advisors and Their Teams. Tools from Chapter 7

In this episode, Joanne Ferguson chats with Chris Crocker, a seasoned consultant in web development, digital and educational marketing, and sales. Chris's authentic approach to clients supports their needs and excels at helping them reach their goals. He is the Owner and Director of Campfire Digital Marketing and a partner at BakingBread, which offers Education-based growth programs for Financial Professionals.  Sandra Margolese reads Chapter 13 'Building a Powerful Online Presence' from Best Practices: A Handbook for Advisors and Their Teams." Tools from Chapter 13

In this episode, Joanne Ferguson chats with Derek Convington. Head of Performance Optimization, Well-being and Mindfulness ~ Olympic and High Performance Leader, Throughout his 20+ years in Olympic sport over nine Olympic Games, He has helped elite performers and teams across the globe achieve success. As a former competitive hurdler and coach, he has learned first-hand the importance of mindfulness in achieving success – more than a series of techniques, but a personal journey. This episode is paired with Chapter 22, 'The Big Picture' from Best Practices: A Handbook for Advisors and Their Teams." read by Sandra Margolese. Tools for chapter 22 can be found here.

In this episode, Joanne Ferguson chats with Brent Moody, with over 35 years of experience in the financial industry as a Director, Associate Portfolio Manager, and Senior Advisor with a full-service brokerage firm, Brent brings to us his start in the industry and his passionate about a healthy succession. This episode is paired with Chapter 20, 'Succession Planning' from Best Practices: A Handbook for Advisors and Their Teams." read by Sandra Margolese. Chapter 20 Tools

In this episode, Joanne Ferguson chats with Sandra Margolese, Vocal Coach, Writer, Singer, and Voice Actor - Vocal students worldwide have been inspired by Sandra to explore possibilities and reach objectives in their chosen professions. With passion and a commitment to excellence, she shares her vocalization techniques to help people unleash their potential, move beyond fears, and utilize their unique instrument – the voice. Sandra Margolese reads Chapter 16 'Telling Your Story' from Best Practices: A Handbook for Advisors and Their Teams."

In this episode, Joanne Ferguson, Coach and Consultant in the Financial Services Industry since 2001, chats about how she came upon Kolbe Wisdom, Insights, and the power of this assessment, the power of people.  Sandra Margolese reads Chapter 2, "Instinct, Drive and Talent" from Best Practices: A Handbook for Advisors and Their Teams,Third Edition. The power driving our actions is human instinct. Despite its prime importance, assessment tools have historically focused on two other areas. One area of focus is cognitive (IQ), which is influenced by the learning opportunities someone has had and does not necessarily predict a person's level of success. The second traditional focus is on personality traits (the affective parts of the mind); these can be affected by a given situation and, again, do not necessarily predict how well a person will perform in a job. Check out the book Do More More Naturally: Empowering Effortless Success and the Freedom to Be Yourself by David Kolbe and Amy Bruske.

In this episode, Joanne Ferguson discusses the essential best practices for financial services teams, emphasizing the importance of focus, clear roles, and effective processes. Sandra Margolese reads the preface and Chapter 1 'Designing Your Team' from Best Practices: A Handbook for Advisors and Their Teams.

Hello everyone, my name is Joanne Ferguson. I have been in the financial services industry since 1990, working in a variety of roles—from branch operations to regional platforms, as well as in technology and training, conducting roll-outs across the country. One of the most impactful elements has always been the concept of Best Practices, and I have had the privilege of sharing this valuable information with advisors and their teams throughout North America for the past few decades. As a long-time coach and author, I am excited to share insights from the third edition of *Best Practices—A Handbook for Advisors and Their Teams*. These tips and guidelines have helped teams grow, become better organized, and hone in on their unique qualities within the industry. The best part of this podcast will be the guests who contribute to each topic or interview, providing rich insights that can support your business, your team, and your life! Thank you for tuning in!