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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 […]
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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 […]
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clients-you-don't-want
Some customers you don’t want
by Tony Vidler        Some customers you just don’t want, because not all customers are good customers for us.  Even some of those who look like they commercially viable customers we just don’t want.    There are some who can use our help..want our help…but that doesn’t mean they are good clients for us.  Most […]
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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.   I had the pleasure of spending a little time with Dr Phillip M. Randall a […]
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digital-marketing
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 […]
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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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client-service
Maybe Financial Advisers Could Be Selling Coffee?
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 needed […]
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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 […]
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Client Contact Frequency: How much is enough?
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 […]
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The Shortcut To Creating Trust
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 […]
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