Welcome everyone! Welcome to the 492nd episode of the Financial Advisor Success Podcast!
My guest on today's podcast is Mary Chapman. Mary is the chief operating officer of Cummings Wealth Management Group, a hybrid advisory firm based in Charleston, South Carolina, that oversees $500 million in assets under management for 260 client households.
What's unique about Mary, though, is how she has applied lessons from her research into “steward leadership” to build communications mechanisms, processes, and expectations to help her firm continue to thrive as it transitioned into a hybrid work environment.
In this episode, we talk in-depth about how Mary leverages the steward leadership approach to set high and specific recommendations for team members (for example, picking up the phone after the second ring so they can see who is calling on caller ID), how Mary finds that “clarity is kindness” when it comes to communicating these expectations (both up front when interviewing new employees and during regular evaluations after they join the firm), and how Mary created processes and workflows in her firm’s CRM that create accountability for employees while allowing for the flexibility benefits remote work can offer (without her having to micromanage them).
We also talk about how Mary’s firm operates a time- and location-hybrid model that has client-facing team members spend more time in the office while allowing the firm to tap into talent nationwide for back-office employees, how Mary’s firm concentrates in-person client meetings into two months during the year (allowing for greater location flexibility for virtual meetings during the rest of the year), and how Mary’s firm encourages employees to completely check out from work when on PTO (both to allow them to relax and recharge as well as to ensure that clients feel like they’re getting the firm’s full attention when they reach out).
And be certain to listen to the end, where Mary shares the importance of knowledge-sharing in a hybrid or virtual work environment (which highlights the value of accurate record-keeping in the firm’s CRM system), why Mary and her firm seek “work-life integration” rather than “work-life balance” (emphasizing the importance of being 100% focused on the task at hand, whether it’s work or time with family), and how Mary has ultimately found success by leaning into her unique strengths and applying them in roles throughout her firm.
So, whether you’re interested in learning about leadership best practices for hybrid and virtual teams, why “clarity is kindness” when it comes to communicating expectations, or fostering an environment of “work-life integration”, then we hope you enjoy this episode of the Financial Advisor Success podcast, with Mary Chapman.




