Archive for the 'Keeping Clients' Category

Rapid Response! Phone calls or email?

Both actually.

Email to all involved.

Phone calls to top 10 today, next 10 tommorrow or have staff call them today.

Just check in!

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Citizen vs Investor Hat

With all the noise and rhetoric coming at your clients from the media and Washington, how do you keep them focused? Consider using this.

“Mr. And Mrs. Client, as we are having our discussion today, you will find yourself wearing two hats. Your citizen hat and your investor hat. My job is to discuss both but keep you focused on your investor hat. The citizen hat can be very distractive and destructive towards your investment success. The investor hat is the one that allows you to take action regarding your portfolio.”

Focusing clients on the opportunity or the action item is usually more productive.

Guide: The citizen hat clouds investment decisions.

Action item: Get your clients to realize that they tend to wear two hats.

© 2011 The Advisors Center, LLC – All Rights Reserved

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Who or What Answers Your Phone?

Does a person or a machine answer your phone during business hours?

Do you think your clients care?

I put our best phone person on to the task of answering the phone and the results have really paid off.

This staff member loves to talk on the phone. Sometimes I think she thrives on it! This genuine behavior comes through over and over again as people comment about how nice it is to call our office.

Since she was originally hired as an operations person, she is able to handle most customer inquiries right on the spot without transferring the call. The experience of the caller is dramatically improved. They feel cared for instead of feeling like they are imposing.

Guide: A person connects with a person, not a machine.

Action Item: Put an enthusiastic voice who is empowered as your client’s first point of contact.

© 2010 The Advisors Center, LLC – All Rights Reserved

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Travel Books – A Thoughtful Treat

 

You have just received a call from a client.  They are going on a trip!

Likely they have contacted you regarding a financial, legal or insurance matter for this trip.

Usually the conversation starts with, “Hi, I am going on a trip and I need…”

My first response is always – “Great!  Where are you going?”

After what is usually a pleasant conversation about the destination and addressing the reason for the call, I head right over to http://www.amazon.com and quickly search for “travel books (insert destination)”.

Once an appropriate choice is selected, I send it directly to the client with a cover note wishing them best and that we thought they might enjoy reading up on the destination.

The book arrives a few days later which has generally been followed by a big smile from the client and a very genuine thank you.

Guide: Clients work very hard and get very excited about a big trip to a special destination.

Action Item: Send them a travel book and let them know you share their excitement.

© 2010 The Advisors Center, LLC – All Rights Reserved

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Clients Want The Bad News Too…

 

As trusted advisors, we work very hard at doing the best work we can possibly do for our client. 

As the relationship progresses, we learn about our client’s needs, wants, desires, habits, beliefs and behaviors.

Eventually we know whether the client will be successful in their endeavors or if they will fail no matter what we do.

Imagine being a doctor and not delivering the bad news to your patient!  Do you think the relationship will be better if you spare the prognosis?

Is this fair to our clients?

I like to tell the following story –  “Thank goodness I am like the cardiologist and not the oncologist.  Most or many of the oncologist’s patients don’t make it long-term. For the cardiologist, most patients do make it.  The oncologist says that you have X time left.  It is very sad.  The cardiologist says, I am not worried about you right now, but, if the current behavior continues, I am very worried about you in 15-20 years.  You need to exercise, eat right, drink less, lose some weight and drop some of these dangerous behaviors.  If you do, you should be fine.”

Clients need to hear the bad news.  They get it and more often than not, if you are the trusted advisor, they will alter their behavior.  Why?

Because they want to succeed!  That is why they hired you in the first place.

Guide – Clients want to hear the bad news along with the good.  This allows them the opportunity to take corrective action.

Action Item – Tell them the story of the cardiologist and the oncologist.  Share the potentially bad news.  Be the trusted advisor.

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Drill Deeper: Attend Your Niche’s Meeting

You now have a niche market, but are wondering how to grow and expand it. I have previously discussed being an industry meeting junkie. Now you need to branch out and consider attending the local and state meetings of your niche’s conferences. 
Kristen Luke  recently wrote about joining the association of your niche as well at http://kristenluke.com/page/5/

By attending these meetings, you can network with your niche and with the vendors and experts who serve the niche. 

Go to the breakouts and learn about the issues that your niche is concerned with. 

Walk the booth floor and meet the niche vendors. See how THEY market. Ask how they approach these people. Learn what is working. You’ll be amazed at what they will share. 

Eat at their meals and sit with other attendees. Listen very carefully to the issues discussed. Learn their concerns. 

This information is invaluable in helping you serve and service your market. This is typically intelligence that cannot be gathered elsewhere. 

Next year, arrange to exhibit or, even better, speak or sponsor a speaker to talk on a hot issue that is of concern to your niche. Do this by finding out who is chairing the next conference or who is the organization’s program chair. 

Guide – Going to the conferences of your clients can give you great insight. 

Action Item – Go out and sign up for a couple of State level conferences and just attend! 

© 2010 The Advisors Center, LLC – All Rights Reserved 

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Show Your Colors – Give a Flag

We will soon enter a new Holiday season.  No, not the winter holiday season, but it is the superfecta of  patriotic holidays –

  • May 15th – Armed Services Day
  • May 31st – Memorial Day
  • June 14th – Flag Day
  • July 4th – Independence Day

So what can you do to honor these holidays and help your clients celebrate?

Well perhaps you could fly the flag? or….

Give a flag!

A United States flag represents the spirit of this season.  Most clients want to fly a flag if  they own one (and if they remember to do it!). Some own a flag but it’s old, some have lost the one they had, some have been meaning to buy a new one, and some just appreciate the reminder.

I recommend the United States Flag Store at http://www.united-states-flag.com/nylprinflag.html

Look around the site and spend whatever is comfortable.  Nice printed flags start from $3.00,  hand sewn flags can cost up to several hundred dollars.  The flags come wrapped and ready to mail.  Just put them in an envelope, add a hand written note, and mail them off.

Here is one sample note –

Dear xxxxx,

In celebration of the upcoming patriotic season of

  • May 15th – Armed Services Day
  • May 31st – Memorial Day
  • June 14th – Flag Day
  • July 4th – Independence Day

Please enjoy this flag and flying it during these special American holidays.

Best wishes from Eliot, Kathy and staff.

Make sure you buy one for your office and fly it proudly on these days.

Guide – Gifting an American Flag instills a special feeling in your recipients.

Action Item – Order and give your best clients a new flag for the upcoming patriotic season.

© 2010 The Advisors Center, LLC – All Rights Reserved

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