by Tony Vidler 
In this age of full transparency for professional services there is a tendency for advisers to tell clients everything…but there are just some things you shouldn’t tell them in advance.
If you want to give yourself a reasonable chance of creating clients who are a little surprised and delighted with your service and customer care, then you do actually have to keep the element of surprise on your side. After all, it is no surprise at all when you’ve signalled in advance what it is you are going to do it it?
In this video we discuss one of the keys to creating those WOW experiences for clients – keeping some secrets so you do have surprise on your side….transparency doesn’t mean you have to show and tell all the good stuff at once….
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