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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 […]
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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 […]
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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 […]
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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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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 […]
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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 […]
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listen-to-clients
Listen to the market or get out while you can
by Tony Vidler        “Two Ears but only one mouth”…blah blah blah…sales training 101, right?   We know how important it is to “listen” to clients, and we know the danger of losing touch with what they want and what they are thinking.  Every single professional has lost good clients at some point simply because […]
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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 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 […]
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personal-service
How “personal” should your personal service be?
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 as a personal service to another.   So […]
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send-emails-how-often
How often is too often to send emails?
by Tony Vidler        “How often should I send emails?” is the perpetual question asked by professionals who are beginning to build an engagement marketing system or lifting their client communications and services standards.   The objective is to find that balance between being continually present, but without being a nuisance.   The bad news is […]
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