For Clients Expecting 5-Star Service, Exceptional Communications Is Not Enough—Proactive Communication Is the New Standard

For Clients Expecting 5-Star Service, Proactive Communication Is the New Standard

Top financial advisors understand that superior client communications are paramount to building a successful practice. That is supported by a widely published survey by Financial Advisor Magazine, revealing that 72% of clients cite poor client communications as the number one reason they leave their financial advisor.

If 72% of clients expect exceptional client communications as a condition for staying with an advisor, it’s no longer a differentiator—it’s merely table stakes for advisors who hope to compete for their business. So how can financial advisors who do focus on elevating the client communications game stand out to clients with higher expectations of what five-star service should look like?

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The Shoplifting Story

Don Connelly audio blog post

You’ve probably heard me in the past talk about a book called ‘Whoever Tells the Best Story Wins’ by Annette Simmons. It was really designed for bosses to sell themselves to employees but anyone who is selling themselves should read this book. The author makes the point that we really need six stories. The most important one being the ‘Who I am’ story. because people don’t care what we know, they care about who we are. Can they trust us? The second most important story she mentions is the ‘Why am I here’ story. Why am I doing this?

Listen to this audio post or read the transcript below to learn why the ‘Why I am here’ story is so important when communicating with clients and to hear a very emotional story that an Advisor from Texas tells his prospective clients.

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Not Getting Through to Your Clients? 5 Ways to Step Up Your Engagement

5 Ways to Step Up Your Client Engagement

Most financial advisors understand the importance of client communications. Those who don’t find out the hard way that poor or infrequent communications is the number one reason clients leave their financial advisor, according to a Financial Advisor Magazine survey. But what if you feel you have a deliberate client communications strategy, yet your clients seem to be unresponsive or not engaging with you at a level that gives you confidence they are fully on board?

That’s not a good feeling, and it should sound alarms if you hope to maximize client retention.

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How to Increase Your Life Insurance Sales through Preparation

I am of the opinion that one of the major stumbling blocks for new (and, surprisingly, even more experienced) Financial Advisers in conducting successful initial meetings with prospective clients (as well as review meetings with existing clients) is the lack of proper preparation.

In recent years Dealer Groups have introduced a one-size-fits-all templated fact finder document to be used by their advisers in both initial and ongoing discussions with prospective or existing clients. In terms of compliance requirements, the dealer group needed to protect itself from possible future litigation down the road and therefore many participated in designing the questions that their advisers could ask.

From my experience, I believed that there were two problems with this approach.

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Why Client Communications Must Be Your Highest Priority

Why Client Communications Must Be Your Highest Priority

Going into the new year, financial advisors need to take stock of their business and determine the one critical aspect they need to focus on that could make or break their year or even their career. Acquiring new clients is always a top priority, but there is even a higher priority for advisors hoping to break through to the next level. That’s because if you can’t retain the clients you have, you’ll find yourself in a deep hole, trying to claw your way out.

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5 Reasons Advisors Need a Well-Conceived, Systematic Communications Strategy

5 Reasons Advisors Need a Well-Conceived, Systematic Communications Strategy

Financial advisors are reaching a pivotal moment that will shape their future. An increasingly competitive landscape, fee compression, the commoditization of advice, and increasing client expectations make client satisfaction, retention, and referrals more essential than ever. As advisors struggle to differentiate themselves in a sea of sameness, I always reach back to the time-tested solution: good communication.

If you have been following my blog for a while, you’re familiar with my core belief that communication is vital to developing solid and enduring relationships. You simply can’t form trusted relationships without good communication.

Most clients don’t feel engaged with their Advisor

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Your Biggest Prospecting Mistake: Calling Prospects Before They’re Ready

Your Biggest Prospecting Mistake - Calling Prospects Before They’re Ready

If you’ve been in this business for any length of time—one day to ten years or more—you know one thing to be an absolute certainty, that prospecting is your lifeblood. You understand the critical importance of filling up your pipeline and keeping it full of qualified leads that can be continuously converted into qualified prospects. But to identify someone as a qualified prospect, you have to contact them. So, you make the phone call.

If you don’t reach them the first time, you call back in a few days. After a third and fourth try, you dare to leave a voice message. Nothing. So, you recycle them in your CRM for a call two or three months from now. Meanwhile, your potential prospect has blocked future calls. Your CRM is now full of candidates who have refused and will continue to refuse to take your call. Where does that leave you?

If you are still counting them as potential qualified prospects, you are probably deluding yourself and diluting your pipeline with people who have no desire to talk with you. But what was your big mistake?

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Zoom Fatigue: 5 Steps Financial Advisors Can Take to Overcome It

Zoom Fatigue - 5 Steps Financial Advisors Can Take to Overcome It

Living in a virtual world as we have for the last year and a half has had its benefits as well as its drawbacks. COVID-19 accelerated the adoption of technology that has helped financial advisors become more efficient and productive with greater outreach to clients and prospects. But it seems that advisors are reaching peak “Zoom fatigue,” an actual medical condition that can have a debilitating effect similar to depression. If you think you may be suffering from Zoom fatigue, you can make some simple adjustments to adapt to the conditions that cause it while enhancing your virtual presence.

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