April 19, 2021 / by Don Connelly / Managing the Relationship / 0 comments
You never see it coming, and you may never know the reason why. A prospective client you have carefully cultivated agrees to a meeting to learn more about how you can help them. It seems to go well. Their heads were nodding up and down, and they laughed at your joke. At the end of the 30-minute meeting, you suggest the next step with an offer to follow up with them. Turning toward the door, they reply, “We’ll let you know.”
You know that’s the end of it. So, you replay it in your head, asking, “What were the red flags that soured their perception of me?”
Whether the outcome of a prospect meeting is good or bad, you should always replay it in your mind. With a positive outcome, you need to know what worked and why. For a negative outcome, it’s vital to understand what didn’t work and why. Identifying the negatives is often more difficult because it’s hard to be self-critical. But that’s where the path to self-improvement begins. To help in your diagnosis, we list the five of the most common red flags that could cause your prospects to dismiss you.
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How to Provide the Level of Service Clients Will Talk About
September 19, 2022 / by Don Connelly / Managing the Relationship / 0 comments
By now, financial advisors with any ambition of success know that the only way to stand out in a vast sea of sameness is by providing an extraordinary customer experience—one that can turn your clients into stark raving fans. To do anything less relegates you to the ranks of every other advisor who prides themselves on providing “excellent service” to their clients. “Excellence” is now a minimum expectation of clients who have been raising the bar for advisors for the last decade.
So, what is an extraordinary client experience, and how can advisors consistently deliver it? The challenge for advisors is there is no standardization for delivering superior client service. One client is different from the next in how they view the level of service provided. The level of communication and engagement that suits one type of client may fall short for another type.
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Want Your Clients to Take Their Financial Plan Seriously? Keep It Front and Center in Your Relationship
March 28, 2022 / by Don Connelly / Best Practices / 0 comments
It wasn’t so long ago that clients perceived financial plans as an extension of the prospecting process to entice them to open an account and hand over their money. Many financial advisors feigned the role as a financial planner to create the perception of objectivity with the recommendations they would make. Clients received a faux leather-bound financial plan that just took up shelf space, never to be revisited by them or their advisor.
Fast forward to today, and we see an increasing number of financial advisors who are committed to a more holistic approach to working with clients, making the financial plan a critical cornerstone of their relationships. That, of course, is in response to what more and more clients are looking for in their advisor relationships—a plan that addresses the entirety of their financial life to guide them in life-critical decisions.
Why is it then that the value of a well-conceived financial plan seems to wane among clients who, further into the advisory relationship, begin to question their advisor’s advice or express disenchantment because their investments are underperforming their neighbor’s or colleagues’ portfolio? What do advisors need to do to get their clients to refocus on what’s really important?
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Overcome the Fee Discussion by Focusing on the Things that Matter to Your Clients
September 27, 2021 / by Don Connelly / Marketing Yourself / 0 comments
Among the many trends affecting the way financial advisors must operate these days, fee compression has been the most impactful. The discussion of fees charged by advisors has moved to the forefront due to the low costs and transparency of digital advice platforms and the highly competitive arena in which they find themselves. As a result, clients are more willing to confront their advisors on the subject of fees and the value they receive in exchange for them, catching many advisors off guard.
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How to Clearly Demonstrate Value so Your Clients Don’t Question Your Fees
April 12, 2021 / by Don Connelly / Marketing Yourself / 0 comments
As a financial advisor, you know you bring value to your advisory relationships, which, in your mind, justifies the fees you charge. Your challenge is that, from your clients’ perspective, value is difficult to define. It doesn’t make it any easier when you consider that a client’s assessment of value is subjective, which can vary from client to client. A study by Vanguard attempted to quantify an advisor’s value in terms of how the right advice—primarily keeping clients from abandoning their strategy—can potentially increase a client’s returns by as much as 3% annually. The problem is that difference in performance isn’t apparent in your clients’ statements.
So, how do you demonstrate value in a way that makes your clients not feel the need to question why they’re paying the fees you charge—that they are getting their money’s worth? It may be as easy as simply giving your clients what they want.
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Six Ways Financial Advisors Can Establish Trust in Today’s Virtual World
November 16, 2020 / by Don Connelly / Managing the Relationship / 0 comments
You can have all the technical and market skill in the world. But if people don’t trust you, you’re not going to open new accounts.
It’s just a fact of life in sales: If people don’t trust you, their defensive mechanisms are going to be up during the entire sales process. If you’re lucky, they’ll tell you. At least that way, you get to face the trust issue head on. That might give you a fighting chance.
But more often than not, you’ll be met with polite silence, and the dreaded “we’ll give you a call if we decide to do anything.”
If you hear that, chances are you whiffed on the trust issue.
After all, if you had their trust, they’d be looking for ways to talk themselves into doing business with you!
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6 Tech Essentials for Financial Advisors
October 19, 2020 / by Don Connelly / Best Practices / 0 comments
Unquestionably, the advisory industry has been experiencing a significant transformation. Through advances in technology and the democratization of investing, financial advice is quickly becoming commoditized, much to the detriment of Financial Advisors who continue to languish in traditional business models. Today, adopting the right technology is becoming table stakes for advisors who want to maintain the trust of their clients and stand out in an increasingly competitive marketplace.
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How to Turn New Clients into Loyal Clients
December 16, 2019 / by Don Connelly / Managing the Relationship / 0 comments
You have just opened a new account and you are excited to start working with this new client. Of course, you are more than qualified to provide them with the services they need, but how are you going to ensure that your relationship with them will flourish over time?
Here are few good ways to create a loyal bond between you and your client.
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What Is Buyer’s Remorse and How to Overcome It in 3 Easy Steps
December 2, 2019 / by Don Connelly / Managing the Relationship / 0 comments
Buyer’s remorse is defined as ‘a feeling of regret experienced after making a purchase – typically one regarded as unnecessary or extravagant’ (Oxford Dictionary).
Most of us have experienced this type of feeling at some point – maybe after buying a pair of expensive shoes that with hindsight we considered an unworthwhile purchase.
But buyer’s remorse doesn’t just apply to shopping – it’s possible your clients might feel similarly disenchanted about their decision to hire you.
Make sure your clients don’t experience post-hiring disappointment by doing the following three things.
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Make Yourself Irreplaceable by Making Yourself Different
September 16, 2019 / by Don Connelly / Marketing Yourself / 0 comments
If you do what every other advisor is doing, you’ll be just like all other advisors. To become successful, you need to offer something different – something that makes you worthy of being talked about.
Don’t be intimidated by self-perceived ‘smarter’, ‘more experienced’ or ‘more confident’ advisors. Don’t try to ‘better’ them. Think instead about what you can do differently.
Make it your aim to do what other advisors don’t do, and you’ll attract and retain clients for the long term. Here are a few things you can do to make yourself different.
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