client service

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…

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…

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…

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 is still debated…

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.…