client service

SEARCH BY SUBJECT AREA

Get financial adviser coach blog updates via email.
Enter your email address to follow this blog and receive notifications of new posts by email.
Join 312 other followers

sidebar_tony
digital-marketing
Taking Charge Of Our Digital Moments Of Truth
by Tony Vidler        Sooooo much is done via digital engagement today by our clients and prospects that there literally hundreds of “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 means […]
Read more.
adviser-as-private-banker
Be like the Private Banker in order to become invaluable
by Tony Vidler        Emulate “the Private Bankers” is the sage advice of Dr Phillip M. Randall for advisers 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.   I had the pleasure of spending a little […]
Read more.
client-service
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 […]
Read more.
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 […]
Read more.
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 […]
Read more.
compliance-focus
Client Focus or Compliance Focus?
by Tony Vidler        I support a compliance focus 100% ….but I support a client focus 100% too.   All too often it is impossible to achieve 100% for both simultaneously though.   Where does a professional compromise? Or does one not compromise?   I think this picture captures the challenge of delivering compliant “best […]
Read more.
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 […]
Read more.
sales-marketing-for-financial-advisors
Big Ticks: Best Stories For Professionals This Week
by Tony Vidler         Information, ideas, tips…the articles for professional advisers which I spotted this week that generate fresh thinking or a deeper understanding of issues are provided here as a quick readers digest for professionals who are looking ahead.   These are the highlights from the week that you should stop and read, as they […]
Read more.
client-contact-frequency
Client Contact Frequency: does it really matter?
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 […]
Read more.
This 1 Thing Could Lose You More Than 50% Of Your Clients
by Tony Vidler        For just about any practitioner to lose 56% 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 time.   It is a very real […]
Read more.