client service strategy

It is our livelihood in many respects, yet one of the vaguest phrases we use is “personal service”. What is a personal service is not necessarily the same as a personalised service, and what is…

The classic urgent AND important dilemma: your best client is on the phone talking to you. An incoming call from your top Centre-of-Influence comes in while talking to your best client. Do you “end and…

Advisers underestimate the importance of frequent client contact and “frequent contact” is in itself a phrase that is interpreted differently amongst advisers. So how often is “frequent”? How often is often enough? For a long…

Everyone has heard of the Pareto Principle by now, but are you actually using it to improve profit…or improve service….or should we saying it actually “improves service which improves profit”? It is the latter. Undoubtedly.…

“Innovation” and “delivering financial advice” do not usually go together for the majority in the industry. The way advice is delivered by tens of thousands of professionals tends to gravitate to the same methodology. There…

Often advisers forget how valuable the service bit is in their “professional service” business. Everyone has heard some story about how a business did well from going the extra mile for a customer…but rarely do…

ok…maybe it isn’t appropriate for professionals to actually send virtual hug memes. But then, maybe it is. It all depends on the relationship you have with the client doesn’t it? For some it might indeed…

“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…