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How do I classify clients using ABCD categories?How do I determine the types of communication traffic?What productivity targets do I set for team members?What is billable time versus non-billable time?What charge rate multiple do I apply to production team members? What is the right resource mix when allocating Finders, Minders & Grinders to jobs?What is the best way to account for one-off fees when capturing fees won or lost?Can inactive employees be permanently deleted from People?What happens during the financial year rollover process?Can we allocate multiple roles to an employee e.g. A Senior Client Manager who is also a Chief Marketing Officer?
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How do I determine the types of communication traffic?

There are two types of client traffic - communication and production traffic.

To maximise client service and workflow, it is important to embed an understanding of communication traffic in your practice. This means that all team members not only understand the difference between communication and production traffic, but the person taking the query, knows who to direct it to. 

Communication traffic

Communication traffic is all the communication demands received that require your attention - Eg. emails, phone calls, staff queries, meetings, new business queries, strategy meetings, advice.

The Senior Client Manager handles communication around strategic queries for A and B class clients – for example:

  • I’m looking to buy a business worth $3M, how do I do it?
  • I’m buying an investment property, how do I structure the ownership?
  • I want to buy my partners out, how do I value my company?

While the Assistant Client Manager handles the communication around low-level queries – for example:

  • When do I have to lodge my tax return?
  • When do I pay capital gains tax?
  • When is trading shares not investing?

Production traffic 

Production traffic is all the activities related to doing/producing the work – managing the resource mix so that the right resource cost is applied to the right service. Eg. Admin doing admin work, Accountants doing accounting work, bookkeepers doing bookkeeping, owners doing strategy work.

High Level Production Traffic – The Senior Production Manager handles this traffic. They review and check work and train staff – for example:

  • How do I issue franked and unfranked dividends across different dividend classes? 
  • How do I finalise a small business CGT concession using the retirement exemption?
  • Develop checklists for the team to use.

Low Level Production Traffic – The Accountant/Bookkeeper handles this traffic - for example:

  • Bank reconciliations 
  • Allocating transactions, 
  • Completing payrolls
  • Taking financials to trial balance, P&L & Balance Sheet.

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