Case Studies

Challenge: The Principals had been experiencing high turnover rates among household and office staff leading to low productivity, incomplete and delayed tasks and projects, inconsistent service and disruptions in daily life. The family felt frustrated by the constant need to find new staff and the lack of reliable and efficient talent was affecting their quality of life.
Resolution: After conducting exit interviews and analysing the root causes of the turnover, we identified that the primary issues were a lack of clarity of roles and understanding of the Principals’ vision as well as poor recruiting and inadequate training. To address this we implemented a comprehensive staffing and training program which included developing clear job descriptions, outlining career paths and offering ongoing professional development opportunities for staff members. We also created a standardised induction and training program and staff manual that ensured all new hires were well-prepared and aligned with the family’s expectations and goals. Regular performance reviews were introduced, coupled with opportunities for feedback and growth.
Outcome: The staffing turnover drastically reduced and the household experienced a new level of consistency and professionalism. Employees felt more valued leading to increased job satisfaction, while the family enjoyed a smoother and more efficient household and office environment with well-trained, committed and loyal staff.

Challenge: The family’s PA was overwhelmed and struggling to manage their busy personal and professional schedules. Last-minute travel arrangements, event planning and lifestyle management tasks were often chaotic and caused unnecessary stress to them and their staff. Additionally, important occasions were being mishandled due to a lack of dedicated attention to detail.
Resolution: We provided and implemented a personalised concierge service to support the PA and family members. We handled everything from luxury travel bookings to personal shopping, event planning and dining reservations. To ensure seamless coordination we introduced an automated system where the family could easily request services, track requests and communicate directly with our concierge team.
Outcome: The concierge service took the burden of lifestyle management off the family’s shoulders, streamlining their daily lives. Travel and event planning became easier and the family experienced a higher quality of service tailored to their unique preferences. With these tasks expertly handled, the family was able to focus on their personal interests and responsibilities.

Challenge: The Family Office was handling multiple renovation projects across various properties at the same time which resulted in resource allocation issues, project delays and strained relationships with contractors and key stakeholders.
Resolution: We initiated a project portfolio management system to prioritise renovations based on urgency, budget and resource availability - by reorganising the projects and allocating dedicated teams for each we ensured that no single contractor was overwhelmed. Our team of project managers and property experts liaised with and supported the PA and Family Office team and instituted a system of phased project execution, allowing resources to be deployed more effectively. Weekly cross-team meetings facilitated resource sharing and kept timelines and budgets aligned. Additionally, we implemented a supplier performance tracking system to ensure contractors met expectations on all projects.
Outcome: All renovation projects were completed within their revised schedules and budgets and by improving resource allocation we enhanced relationships with all suppliers involved. The Principals and their team benefited from working alongside specialists who delivered the projects seamlessly allowing them to focus on the less technical aspects of property and project management.

Challenge: The family’s extensive art collection which included rare paintings, sculptures and other valuable pieces was not being properly catalogued or maintained - adequate security measures had not been implemented and insurance and valuation information was outdated or inaccurate. There was also no formalised system to manage art acquisitions, sales, conservation or storage.
Resolution: Realising the importance of preserving and optimising the value of the collection, we introduced a comprehensive art management service within the Family Office which included introducing our art manager with expertise in art history and collection management. We developed a detailed inventory system that included digital cataloguing, provenance records, condition reports and valuation updates and ensured that each piece was properly maintained and protected. For security purposes we worked with insurance and security experts to implement enhanced protection protocols for the collection, both in storage and on display.
Outcome: The family’s art collection was professionally managed with each piece meticulously catalogued, valued and protected. The art management system allowed the family to make informed decisions regarding acquisitions, sales or lending pieces for exhibitions. With proper conservation efforts in place the long-term value and condition of the collection were safeguarded.

Challenge: The family faced internal tension when it came to decision-making regarding their shared assets and philanthropic activities. There was no clear governance structure in place to guide family discussions or decisions which led to disagreements and inefficiencies in managing their wealth and legacy.
Resolution: We established the need for a formalised family governance structure. We worked closely with legal and financial advisors and established a family council, a structured meeting schedule with clear agendas ensuring that all views were heard and decisions were made collectively. We also facilitated the creation of a family trust and a philanthropic foundation which formalised the family’s charitable efforts. This structure also provided clear guidelines for wealth transfer and succession planning ensuring that the family’s values and goals would be preserved across generations.
Outcome: The implementation of a formal family governance structure reduced internal conflict and streamlined decision-making. The family now had a clear plan for legacy management and future generations were better prepared to take on leadership roles within the family office.

Challenge: The family wanted to renovate a holiday home abroad but logistical challenges and the inability to be physically present led to delays and communication breakdowns with the local contractors.
Resolution: Understanding the complexity of managing a renovation remotely, we established a local project management team to oversee day-to-day operations. We also implemented cloud-based project management software that allowed for real-time updates, including progress reports, budget tracking and site photos. Weekly video conference calls with the local team ensured ongoing communication and regular site visits from sourced and trusted local consultants provided additional quality control. Together we also navigated the local regulations and customs to streamline approvals and avoid unnecessary delays.
Outcome: The renovation was completed on time and to the family’s specifications despite the challenges of remote management. The use of technology and local expertise ensured that the project was both efficient and aligned with the family’s vision.