A process you can hand to someone else.

Step-by-step routines for the jobs that repeat — onboarding, chasing, handover — written so a colleague can follow them without asking you.

• Your retention policy has one number in it. MCOB has several.

  MCOB sets different record-keeping periods for different records, from one year to the term of the mortgage. Here is how to check yours and clear out the rest.

  18 Sept 2026
• The 72 hours start when you notice, not when you fix it

  A misdirected email is a decision with a deadline, not an apology. Here is the seven-step procedure to run in the first hour, and the two separate tests that decide who gets told.

  11 Sept 2026
• Four ways to give clients a portal, and what each one really costs

  Shared folder, assembled stack, portal software or custom build — each route priced from the vendor's own page, plus the duty that follows you either way.

  7 Sept 2026