As hybrid models become the norm, one broker explains how her business was ahead of the curve
Before most advisers had heard of Zoom, Scottish brokerage McKendry Dunion was already experimenting with virtual working. “We were ahead of our time,” said co-founder Carolyn Dunion. “Back then, we’d jump on Zoom before anyone knew what it was. Only Paul, my business partner, knew how to work it, and every time it came on screen, we were amazed that we could actually see each other.”
The firm’s initial idea was simple: run a mortgage and protection business without being tied to a single location. It proved efficient in theory but not without challenges. “For admin staff, it could feel isolating,” Dunion said. “Working from home suits people who are self-motivated and experienced, but for newer team members it’s harder. You learn so much in this business just by hearing how others talk to clients.”
Finding the right balance
Today, McKendry Dunion operates from two offices with flexibility built in. Staff can work from home when needed, but in-office collaboration still plays an essential role, particularly for training and development.
“There are so many nuances in financial services,” Dunion said. “You can’t create a manual for every situation. People pick up good habits by being around each other, that’s how confidence and judgment develop.”
That balance between flexibility and presence has become part of the firm’s working culture. Hybrid arrangements allow advisers the quiet focus they need for complex cases while maintaining opportunities for shared learning and accountability.
Clients driving the change
For clients, the move online has largely been positive. Mortgage advice that once required a home visit now happens via video call, often in under an hour. “It’s more efficient for everyone,” Dunion said. “Clients still like us, but they don’t necessarily want us in their living room for three hours.”
Remote meetings have also enabled the firm to support clients in different locations. “We’ve had couples where one partner is in the military and based away, but both can join the call. That just wasn’t possible before,” she said.
Some areas, however, still rely on personal contact. “Mortgages are transactional, you either get the deal or you don’t,” she said. “But with wealth or retirement planning, people still prefer to meet face to face first. That’s about trust more than convenience.”
Keeping standards consistent
Behind the scenes, McKendry Dunion uses workflow tools to manage cases across both offices, alongside shared calendars and a connected phone system. The setup helps the team deliver a consistent client experience regardless of where they are based.
“If the office line rings, a team member can answer it on their mobile, and it still shows as the company number,” Dunion said. “It’s a small thing, but it really helps maintain continuity.”
Documentation is handled electronically, with clients uploading securely and ID checks completed online. “It’s the expectation now,” she said. “Paper rarely comes into it.”
Structure and flexibility
Dunion said one lesson from adopting hybrid working is that it needs structure to succeed. “We don’t want people waking up and deciding on the day whether they’re coming in or not,” she says. “We just need to know where everyone is, that stability helps the team function.”
Flexibility, though, has proved valuable in practical terms. When a staff member suffered a leg injury, home working meant she could stay productive rather than go on sick leave. It’s also proved useful during Scotland’s increasingly frequent storms. “If there’s a weather warning, we just tell everyone to work from home,” Dunion said. “It’s not worth the risk.”
The new normal
For many brokerages, hybrid working has evolved from a temporary fix to a permanent feature. The challenge now lies in maintaining high service standards while adapting to changing expectations.
“Technology makes it easier to do the job, but it doesn’t replace experience,” Dunion said. “The key is making sure people still feel like part of one team, wherever they’re sitting.”
