client relationship management

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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 […]
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Keep ideal prospects for just $2.50 per year…
by Tony Vidler        An incredibly powerful tool for finding and then converting ideal prospects remains the humble newsletter.   You can build, and maintain, top of mind brand awareness with it.  You can establish or reinforce expert positioning with it.  Your reach can be extraordinary – particularly so with an e-zine or email-based newsletter. […]
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why financial planning clients leave the financial adviser
Client Twisting? Here’s why they say goodbye
by Tony Vidler        Clients leave us, and 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 reason other than their own gain.  Twisting becomes the acceptable […]
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What is the point of an expensive CRM system?
by Tony Vidler        An adviser who plans on being in the business for another couple of decades asked what the point is in paying for an expensive and fancy CRM system. Honest.  He did ask that. He has a list of clients in Outlook and has the clients home addresses, phone numbers, and sometimes […]
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business-disruption
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 […]
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client-management
What do you have to change to keep clients?
by Tony Vidler        Advisers know that changes to our business are coming thick and fast, and advisers know that clients are changing in their expectations of service, solutions and experiences.  So what do we have to change in order to keep our clients   Probably everything that we have taken for granted for years has to […]
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trusted-adviser
The Shortcut To Trust For Professionals
by Tony Vidler        Creating sufficient trust with a prospective client is the critical initial hurdle to having them engage with a professional advice process.   We need to have potential clients open up about their financial history, health and family issues, their future dreams and aspirations….all the deeply personal things that they generally don’t […]
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Taking Prospects On A Journey: It Is Worth It!
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 […]
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penny-pinching-crm
Penny-Pinching IT Madness in Professional Practices
by Tony Vidler        Professionals keep getting their fingers caught in the trap of “penny pinching”, and nowhere does this appear to be more prevalent than when it comes to using IT to guard their IP.   Everyone has heard the saying: “If you think an expensive mechanic is bad, just try and hire a […]
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client-is-king
The Customer Is NOT King
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 […]
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