client relationship management Archives

The best way to manage emotional clients

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 and […]

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 about […]

why financial planning clients leave the financial adviser

Client Twisting: Why clients move

by Tony Vidler Clients move firms. It is just a fact of life. When they leave us most times we blame someone else…we call it “twisting” or “churning”. The immediate inference is the client only left because somebody else – who is less ethical – took perfectly good business and moved it for no […]

Keep ideal prospects until they’re ready for just $2.50 per year…

by Tony Vidler Good prospects take time to convert to clients, so one of the tricks of great businesses is to keep ideal prospects engaged until they are ready to become clients of their own accord. An incredibly powerful tool for finding and then converting ideal prospects still remains the humble newsletter. You […]

Penny-Pinching In IT Is Madness

by Tony Vidler Professionals keep getting their fingers caught in the trap of “penny pinching”, especially in IT. This is especially crazy when the IT is protecting the IP. We know that there are many many areas where cheap actually becomes expensive in the long-run, and nowhere is this more true in my […]

Where will the greatest disruption to your practice come from?

by Tony Vidler Disruption has long been a feature of financial services distribution. Disruption constantly 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. Some years ago I read a piece […]

Client Segmentation Needs To Be Done Commercially

by Tony Vidler It is logical to do a bit of client segmentation so that you can figure out what levels of service can be offered to which clients profitably. The funny thing is that most of the time it is the “profitably” part that gets lost in the client categorisation process…. While […]

The Shortcut To Creating Trust

by Tony Vidler Simply creating trust with a prospective client is the initial hurdle to having them engage in the advice process. To be fair the required level of trust initially is relatively low – can they trust you not to waste their time…can they trust that you really know what you are doing….can […]

What do you have to change to keep clients?

by Tony Vidler The first priority for any adviser in tougher times is to keep clients that you currently have, right? Then you can afford to worry about getting new ones. Changes to financial services are coming thick and fast, and advisers know that clients are rapidly changing in their expectations of service, solutions and […]

It Is A Journey To Becoming An Advice Client

by Tony Vidler Becoming an advice client is not quick and easy for consumers really…every decision, every solution, every recommendation seems to be a major journey for them. We know it is true, and we know that the process of onboarding a new client takes longer than ever and more barriers to engagement […]

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