This Week’s Blog Is Written By Lori A. Watt, CFP®, IAG Founder, President, and CEO
December 17, 2025

What I Learned When I Joined Our Ops Team for a Day

After 40 years of leading this firm—from one person to a team of 30+ professionals—you might think I’ve seen it all. But recently, I experienced something entirely new: I spent a full day serving alongside our Operations Team.

Six team members invited me into their world. They shared their daily routines, walked me through their workflows, and allowed me to sit in their seat—literally and figuratively.

I expected to gain a better understanding of their work. What I didn’t expect was how deeply the experience would reinforce what it truly takes to build a firm capable of serving clients for generations. And it reaffirmed some of the core lessons I’ve learned over four decades of building IAG into what it is today.

Excellence Happens in the Details

When I started this firm, I did everything myself. Every client call, every form, every follow-up. There were no departments, no specialized roles, no systems. If it needed to get done, I did it. That early experience gave me a deep respect for the operational side of our work.

But watching our Ops Team today was different. Their systems are more sophisticated, their responsibilities more complex, and their routines more disciplined. Much of what they do is invisible to clients and advisors alike, yet it is the backbone of our entire client experience.

Their work reminded me that real excellence is built on the small, consistent actions that clients never see—but always feel. It’s created through anticipation, accuracy, and accountability.

Culture Is Built by Consistency

Throughout the day, I watched team members anticipate problems before they became problems. They shared information across departments. They jumped in to help one another, share information seamlessly, and handle client issues with calm professionalism.

It struck me that our culture—the one people comment on when they visit—wasn’t created in a strategic plan or a staff meeting. It was created one interaction at a time, over many years, by people who care about doing great work for our clients and for each other.

That’s not something you can manufacture. It grows when the right people are empowered to do meaningful work.

Looking Ahead

As I left the office that day, I expected to feel exhausted. Instead, I felt renewed energy.

I’ve often been amazed when seeing the leveraged impact of 13 financial advisors serving hundreds of clients I could never serve alone. But serving on our Operations Team took this to the next level. Their commitment and capability reminded me just how far we’ve come—and how much potential lies ahead.

If the first 40 years were about building the firm, the next 40 will be about ensuring it lasts. That future depends on teams like our Operations Team: talented people who care deeply, take pride in their work, and embody the values we hope to pass on for generations.

In many ways, my day with them wasn’t about returning to my roots. It was about seeing our future—clearly and confidently.

Quote of the week: John F. Kennedy: “Leadership and learning are indispensable to each other.”

Securities offered through LPL Financial. Member FINRA/SIPC. Investment advice offered through IAG Wealth Partners, LLC, (IAG) a registered investment advisor and separate entity from LPL Financial.

The opinions voiced in this material are for general information only and are not intended to provide specific advice or recommendations for any individual. All performance referenced is historical and is no guarantee of future results.

Any opinions are those of IAG and not necessarily those of LPL Financial. Expressions of opinion are as of this date and are subject to change without notice. This information is not intended as a solicitation or an offer to buy or sell any security referred to herein. No strategy assures success or protects against loss. Investing involves risk including loss of principal.

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