/ by Don Connelly / Managing the Relationship / 0 comments
Client complaints—it happens to the best of us. Some financial advisors go for years without receiving a client complaint. But it will happen, and when it does, it can seemingly come out of left field. Most client complaints are unexpected, which is why advisors must be able to quickly shift into rapid response gear or risk losing a client.
We’ve posted in the past about the importance of having a systematic communications strategy in developing solid, trusted, and enduring client relationships. As part of that strategy, advisors need a well-conceived, written process for responding to client complaints. The hope is that you will never need to use it, the same way pilots hope never to have to execute emergency landing procedures—but they know the procedure inside and out.
While losing a client’s trust is not nearly as consequential, it can be avoided, even strengthened, if you adhere to your own procedural checklist of best practices for effectively handling your next client complaint.
Read more
What Makes an Advisor Successful?
/ by Don Connelly / Best Practices / 0 comments
I have been around Financial Advisors for so long that I have created hierarchies. I categorize advisors economically and professionally. I’ve done this for so long that I can usually spot a successful Advisor from across the room. Of course I get fooled sometimes, but not very often. I’m always a bit incredulous when I do this. What is it I spot?
Listen to this audio podcast or red the transcript below, adapted from the audio, to hear what I think makes an Advisor successful and what makes a successful Advisor.
Read more
Your Best Practices Checklist for Resolving Client Complaints
/ by Don Connelly / Managing the Relationship / 0 comments
Client complaints—it happens to the best of us. Some financial advisors go for years without receiving a client complaint. But it will happen, and when it does, it can seemingly come out of left field. Most client complaints are unexpected, which is why advisors must be able to quickly shift into rapid response gear or risk losing a client.
We’ve posted in the past about the importance of having a systematic communications strategy in developing solid, trusted, and enduring client relationships. As part of that strategy, advisors need a well-conceived, written process for responding to client complaints. The hope is that you will never need to use it, the same way pilots hope never to have to execute emergency landing procedures—but they know the procedure inside and out.
While losing a client’s trust is not nearly as consequential, it can be avoided, even strengthened, if you adhere to your own procedural checklist of best practices for effectively handling your next client complaint.
Read more
3 Strategies Advisors Are Using to Break Through Stagnation to Get to the Next Level
/ by Don Connelly / Best Practices / 0 comments
“I feel my team and I have reached a stage of stagnation. How can we build on what we have and continue to grow the business?”
That sentiment is becoming a common theme among many of the advisors who enroll in our workshops and training programs. I can also attest that it is pervasive throughout industry, which means it happens to most every advisor or advisor team. Regardless of what stage you’re in, you can do all the right things to move through that stage and then realize that what got you to that point isn’t enough to get you to the next level. So, you stagnate. And you know that in this business, if you’re not deliberately moving forward, you’re actually falling behind.
Read more