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Client Segmentation Needs To Be Done Commercially
by Tony Vidler 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 time it is the “profitably” part that gets lost in the client categorisation process…. While […]
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 is still debated continuously. How often is often enough is the burning question. Some research done on […]
by Tony Vidler Creating and keeping happy clients IS essential for the success of a professional practice. There is no question about that. But is it enough to help a practice grow at a greater than industry average pace? I don’t believe so. Being a great practitioner and running an efficient & […]
by Tony Vidler 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 you not to waste their time…can they trust that you really know what you are doing….can […]
by Tony Vidler The first priority for any adviser in tougher times is to keep clients that you currently have, right? Then you can afford to worry about getting new ones. Changes to financial services are coming thick and fast, and advisers know that clients are rapidly changing in their expectations of service, solutions and […]
by Tony Vidler 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 personal to one client may not be deemed a personal service to another. So how […]
by Tony Vidler Here’s a wild thought for financial services providers: maybe you should stop selling service. Sell your products by all means. Sell advice and the different outcomes it can create. Sell time…but maybe stop selling service. Professionals sell time and knowledge primarily, but with many financial advisers finding they are unable […]
Priorities: Which urgent AND important person comes first?
by Tony Vidler 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 accept” – hanging up on your best client? Do you ignore your COI? Are you […]
by Tony Vidler 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 while the mantra was “be in touch every 90 days”, but that was in a […]
The 4 Actions Needed To Create A Personal Service System That Pays Off
by Tony Vidler An ongoing challenge for any service business is to create “Mass Personalisation”, or something akin to a factory production line that delivers constant quality efficiently, but which still feels personal to the end user. In professional services it is creating and efficient and affordable business system that allow mass actions […]