When I work with advisors on getting feedback from their clients, the number two question on the agenda is typically, “What do you value most in working with this firm?” A majority of the time the answer is some version of this: “I have access to the owner/principal/president/partner.” Some advisors even promote this when bringing in new clients.

But it's a problem and your firm would benefit from it being less important to clients. This is the “access to principals" paradox and there are a few ways it will complicate your life.

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