Client service tiers at a small RIA: matching time to complexity without treating anyone badly
A small RIA can set two or three service tiers based on how complex a household is and what it needs, not only on assets. Write down what each tier gets (review frequency, check-ins, planning depth), record each household's tier on its record, and review tiers once a year. Every client still gets the same care on the basics: accurate records, timely replies and a review at least annually.
In most small firms, every household gets roughly the same service, which in practice means the most demanding clients get the most time and the quietest ones get very little. A small number of households take up most of the advisor's week, and it was never decided on purpose.
What could the tiers look like?
| Tier | Typical household | What they get |
|---|---|---|
| Core | A few accounts, simple needs | Annual review, a mid-year check-in, standard requests |
| Plus | Several accounts, regular withdrawals, some planning needs | Twice-yearly reviews, quarterly check-ins |
| Complex | Trusts, business owners, multiple generations | Quarterly reviews, a named point of contact, deeper planning |
Everyone gets the basics: accurate records, timely replies, money movements confirmed by phone, and at least one full review a year.
How do you set it up?
- List households with a quick note on complexity: accounts, trusts, cash needs, planning needs.
- Assign a tier to each, and write the reason in a line.
- Record the tier on the household record so reviews and check-ins follow it.
- Make sure fees and agreements match any differences in service you promise.
- Review once a year, and after life events.
A worked example
Take a hypothetical two-person RIA with 70 households. A quick review finds eight households taking roughly half the advisor's meeting time, three of them simple cases that call often. The firm sets three tiers, places 45 households in Core, 17 in Plus and 8 in Complex, and records each on the household. Review dates follow the tier. The three frequent callers get a clear, regular check-in schedule, and the calls drop.
What are the common gaps?
- Tiers based only on assets, ignoring complexity.
- Tiers decided in the advisor's head and recorded nowhere.
- Promising more service than the agreement or fee reflects.
- Never moving a household between tiers as life changes.
When is this overkill?
With fewer than about 30 households, a single standard plus notes on the complex few may be enough.
How Advorra fits
Advorra keeps households with their members and accounts, tasks and communications, and review dates on a suitability review clock, so each household's review rhythm sits on its record. See the product page, or read about service standards and client minimums.
One thing to do this week: list the ten households that took the most of your time last quarter, and note why.
An operations guide, not legal or compliance advice.
Questions advisors ask
Is tiering clients fair?
It can be, if every client gets the basics and the tiers reflect complexity and needs. Explain what each client can expect at onboarding.
Should tiers be based on assets?
Assets are one input. Complexity matters more for the advisor's time: trusts, business owners, multiple accounts, frequent cash needs.
Do clients see their tier?
Many firms don't label tiers to clients, but they do tell each client what service to expect.
How often should tiers be reviewed?
Once a year, and after a life event that changes a household's needs.
Is this compliance advice?
No. It is an operations guide. Make sure what you promise matches your agreements and disclosures.
See it on a demo firm
Advorra is practice software for independent RIAs: clients, models, IPS, billing and compliance records in one place, on top of the custodian you already use. Built by The CollabHub.
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