Ryan Nauman hosts Zephyr’s Adjusted for Risk podcast with guest Angie Herbers, founder of Herbers & Company. They discuss growth in wealth management and why capacity—defined as the ability to absorb additional growth without service quality decreasing—is the primary growth engine behind both organic growth and M&A. Herbers distinguishes capacity from productivity, explains why common benchmarks often miss differences in service models, and highlights the importance of the support ratio and investing in advisors rather than excessive support staffing. She argues firms can improve capacity by focusing first on client experience, then organizational and operational structure, and by clarifying a core service to avoid diluted offerings. They also discuss AI’s role in transforming support work and improving response and information quality.

Learn more about Zephyr: https://informaconnect.com/zephyr/?utm_medium=Content&utm_source=Content_Podcast&utm_campaign=YT_Adjusted_for_Risk_&utm_content=YT_Adjusted_for_Risk

Learn more about Herbers & Company here: https://www.herbersandcompany.com/

00:00 Welcome and Guest Intro

01:30 Angie Herbers Background

03:16 Growth Engines and Capacity

05:48 Why M&A Took Off

07:48 Defining Capacity Simply

10:26 Key Capacity Ratios

14:29 Support Ratio Strategy

19:30 Productivity vs Capacity

22:49 Why Capacity Gets Ignored

29:27 Boosting Capacity via Client Experience

35:20 Avoiding Service Dilution

42:43 AI and the Future of Capacity

46:10 Where to Learn More and Wrap Up

Connect with Ryan Nauman:

LinkedIn: https://www.linkedin.com/in/ryannauman1/

X: https://twitter.com/LkTahoeBadger