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Professional Service: There’s extra money going the extra mile
by Tony Vidler Often professionals forget how valuable the service bit is in a “professional service” business. Everyone has heard some story about how a business did well from going the extra mile for a customer…but rarely do you hear about a professional services business that has a standing process for going the extra […]
The "service" 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 […]
Full Transparency: It pays to keep some secrets from clients
by Tony Vidler In this age of complete transparency for professional services there is a tendency to tell clients everything…and there are just some things you shouldn’t tell them in advance. If you want to give yourself a reasonable chance of creating clients who are a little surprised and delighted with your service […]
Become more valuable to clients by making it easier
by Tony Vidler One of the key concepts that advisers must grasp is the need to be valued for the advice and coaching they provide, rather than their value being linked to a product solution. A massive opportunity exists for advisers to remove complexity from their clients lives, and in turn, be valued […]
by Tony Vidler One of the best marketing ideas I have come across is the “Second Opinion” service. The concept is brilliantly simple, and firmly centred upon providing sound professional advice. You provide a service to the colleagues of your clients which is a professional second opinion on the suitability of the […]
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 […]
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 […]
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 […]
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 […]
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 […]