Episode 165

On this week’s episode of Next Mile, I sit down with Grace Balestrieri, Senior Director of Client Experience Operations at Brighton Jones. Grace began her career in software, where her work spanned implementation, customer experience, and operations. She now brings that playbook to wealth management, building the systems, processes, and technology that let advisors focus on clients.

We discuss what "scaling with soul" means in practice and why growth can't come from simply adding people, tools, and complexity. Grace unpacks how Brighton Jones’s Centralized Administrative Office brings custodian expertise to high-volume work, and why firms building one should plan for a learning runway and hire staff ahead of demand. She also shares how the firm's training program is evolving into Richer Life University, what advisors can borrow from B2B sales about activity and referrals, and why she believes technology will make relationships the real differentiator.

Key Takeaways

• Scale with systems, not headcount. Adding people, tools, and complexity only goes so far. Better processes, consistency, and technology free advisors for the relationship work that depends on their judgment and that clients value most.

• Centralize high-volume work with specialists. A dedicated team that knows each custodian's nuances reduces not-in-good-order paperwork and back-and-forth. It's also easier to measure and improve than the same work spread across a firm.

• Give centralization time to earn trust. Efficiency and adoption won't arrive on day one. Plan a runway for the team to learn and for advisors to build confidence, and staff for capacity before the volume ramps.

• Use technology to make the human side of advice more valuable. As AI removes more administrative work and levels parts of the competitive landscape, the opportunity is to turn that reclaimed capacity into stronger conversations, greater trust, and deeper client relationships.

Quotes

"We can't just ask people to work harder and hire and hire and hire more people and add complexity and add more tools. What we have to think about is better technology, better process, more consistency across the firm, better ways we service clients so that we can maintain the soul." ~ Grace Balestrieri

"You can teach the industry. People, as fast learners, can grow and evolve and understand the nuances, but you can't teach the skill set, the experience, the judgment, the critical thinking." ~ Grace Balestrieri

"Plan the runway for the team to learn, for people to build the trust, to work out the kinks, and know that your ROI isn't going to be immediate." ~ Grace Balestrieri

Links

• Grace Balestrieri on LinkedIn

• Brighton Jones

• Outreach

• WALL-E

• The Book Club for Troublesome Women

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• Milemarker.co

• Kyle on LinkedIn

• Jud on LinkedIn

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Kyle Van Pelt