Advice Processes

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The Problem Is What We Say Is Not What They Hear
by Tony Vidler Whether we like it or not there is always price resistance in delivering financial advice, and how we present our service is a large part of that problem.  It doesn’t have to be…we just need to think through the differences between “what we say” and “what they hear”. I often hear planners […]
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Complaints: Know when to fight…or just “Fix It”
by Tony Vidler        Customer complaints are a fact of life.  It is virtually impossible to run a service business where everyone is happy 100% of the time, as human beings are involved and they are unpredictable creatures.  The art of good customer complaint handling is knowing when to fight and when to just fix it. […]
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You should not “Always Be Closing”
by Tony Vidler        You should always be closing, right?  No matter what else you are doing with prospective customers, and no matter what they think they want, you should always be pushing to close the business and make a sale.   Really?   Does ANYONE want to be the customer in that type of […]
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Good? Fast? or Cheap? What sort of advice do you want?
by Tony Vidler A few years ago a university in New Zealand conducted a study to find out where consumers were turning to for financial advice. At the time they found that the number one source of financial advice for most respondents was “newspapers and media”.   For 29% of the population that was their […]
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If you have repeat problems, you need a process!
by Tony Vidler        For financial advisory firms the word “process” has become synonymous with “best practice advice”, but good process is so much more than just a compliant and well-documented series of advice documents.   Process is what builds franchise businesses.  Process is what creates turnkey operations that are highly valued by prospective purchasers. […]
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