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Maybe the client IS the problem
by Tony Vidler What you think is the problem is not always actually the problem. Sometimes the person is the problem. Sometimes, maybe, the client is the problem rather than you. Before talking about clients though allow me to use a non-client example. Picture the scene: a partner in a practice is telling me […]
by Tony Vidler There comes a time for all of us when we find ourselves dealing with a client who is not acting rationally, or logically, and is driven by their emotions. It’s tough to handle isn’t it? There is every risk that whatever you do will be seen as confrontational, or dismissive […]
by Tony Vidler One of the primary functions of the professional adviser is to influence people to make change. Or sometimes, influence them not to change things. Our role is to manage client behaviour to help generate the desired outcomes that clients want. We must get them to act, or not act, in order to […]
Should Advisers Be Selling Coffee Instead Of Client Service?
by Tony Vidler Do you remember when petrol stations competed on client service? Fundamentally they were all selling the same basic commodity, at about the same price, to anyone who drove up. That included the regulars who lived in the area and who had high lifetime value and the out-of-towners cruising through who just […]
Where will the greatest disruption to your practice come from?
by Tony Vidler Disruption has long been a feature of financial services distribution. Generally disruption occurs with new market entrants, product innovation, shifting strategic focus on the part of suppliers in relation to control or autonomy of distributors….but disruption has typically come from within the industry itself. Many years ago I read a piece of […]
by Tony Vidler The question of whether client contact frequency makes a discernible difference to the strength of the adviser-client relationship, or enhances the perceived value of the adviser to the client, is one which still perplexes the industry. Professional opinions from marketers and consultants, and amongst advisers themselves, vary enormously on the […]
by Tony Vidler “Two Ears but only one mouth”…blah blah blah…sales training 101, right? We know how important it is to “listen” to clients, and we know the danger of losing touch with what they want and what they are thinking. Every single professional has lost good clients at some point simply because […]
by Tony Vidler There is very little in financial services which is quick and easy for consumers really…every decision, every solution, every recommendation seems to be a major journey for them. At least that is what consumers think and say. Those inside the industry think otherwise. But of course we would. The […]
by Tony Vidler The mantra of “customer is king” is rubbish. And I keep hearing it from professionals as if it were a commandment which, if breached, will send you straight to hell. A King or Queen supposedly has absolute control. While we know that may not be constitutionally correct in most countries […]
by Tony Vidler I reckon our household is pretty common really. We are probably what could be called a pretty “common client”. It’s a pretty common target market for most professional services, and how the people in our house buy things is probably pretty common too. Like buying a tree as a present […]