client service Archives

How often is too often to send emails?

by Tony Vidler “How often should I send emails?” is the perpetual question asked by advisers who are beginning to build an engagement marketing system or lifting their client communications and services standards. There is not a magic number that applies to everyone I am sorry to say. The objective is to find that […]

How to balance client time with practice development

by Tony Vidler An ongoing challenge for advice firms is balancing client time with all the practice development work necessary to have a better business. There are after all only so many hours in a day, but then there are deadlines for when new standards and rules have to be met if one is to […]

The “services” bit in your service business just might be the best ROI

by Tony Vidler The standout burning issue for most professional services firms remains attracting and developing new business, and advisers have a lot of distractions. The thing that is often compromised is existing client service as advisers deal with all the change and try to remain commercially viable. Yet, the most valuable investment for […]

Showing gratitude: Do your clients know that you value them?

by Tony Vidler Silent gratitude achieves nothing. Yet, gratitude is one of the most powerful emotions because it highlights to others that you value them, or what they have done. But gratitude is worthless if you never express it. It also happens to be one of the most simple ways of building client and […]

2 things to look for when hiring a Virtual Assistant

by Tony Vidler As cost pressures mount and margins decrease for many professional service firms they are increasingly looking to hire “virtual” staff. That is, staff who are not necessarily permanently on the payroll, and definitely not permanently on the premises needing “housing”. India and the Philippines are probably leading the charge in providing […]

Be Valuable By Simply Making Clients Lives Easier

by Tony Vidler There are many ways to be valuable to clients, and a frequently overlooked aspect of value is simply maing clients lives easier for them. A massive opportunity exists for advisers to remove complexity from their clients lives, and in turn, be valued for the advice and convenience they deliver to […]

Be like the Private Banker in order to become invaluable

by Tony Vidler To become invaluable, emulate “the Private Bankers” when it comes to combatting the multiple pressure points of rising consumer expectations, technology-driven and cost-focussed solutions, and the trend for “self management” in all things by clients. We are told repeatedly that it is not that far away from AI being able to emulate […]

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 […]

Taking Charge Of Our Digital Moments Of Truth

by Tony Vidler So much is done via digital engagement today by our clients and prospects that there literally hundreds of “digital moments of truth” for our practice on a daily basis. A “moment of truth” is that instant during interaction with our firm when a customers expectations are tested. The rise of digital interaction […]

This 1 Thing Could Lose You More Than 50% Of Your Clients

by Tony Vidler For just about any practitioner to lose clients is bad, but losing 50% or more of their clients in a year would be a disaster. It is enough to jeopardise a practice entirely of course, but even in a best case scenario it will hurt horribly, and for quite a long […]

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