client service Archives - Advantus Marketing

11 Distinct Ways to Recognize and Appreciate Your Top Clients and Advisors

by Tiffany Markarian

When delivering “White Glove” service, it is important to consider recognition and client appreciation programs that celebrate your top clients, advisors, and centers of influence. It’s one thing to process and service someone’s business; it’s another to keep your top relationships loyal.

10 Ways to “Wow” Your Clients and Provide a VIP Experience

by Tiffany Markarian

Creating a “wow” or VIP experience for clients is about building your business around the client. It is going above the expected and delivering the unexpected. Every interaction a client has with you is part of their experience. They are observing you, listening to what you say, and scrutinizing every interaction. They are assessing what they are paying for and the value that is being delivered. Creating a “wow” or VIP experience is about delivering something clients never knew they wanted, at no additional cost to them.

9 Steps for Managing a Client Complaint Gracefully

by Tiffany Markarian

Every interaction a client has with you is part of their client experience. Not every contact is positive, and sometimes there will be a negative experience or client complaint. It is everyone’s job to be prepared and above all else, protect the client experience. An upset client is never fun, but if you avoid the conversation, deflect or shy away from the responsibility of the situation, it will only escalate. Escalated complaints can quickly lead to a public relations issue, legal or regulatory consequence.

What Ensemble Practices Can Learn from Classic Rockers

by Tiffany Markarian

Let’s talk about the power of multi-advisor practices in the wealth management industry — also referred to as “ensemble practices,” based on the work of Philip Palaveev. You can chart the course and issues many practices encounter to a lesson learned from the legendary classic rock bands and artists of our time.

5 Essential Elements in Building a Brand

by Tiffany Markarian

Your brand is the identity of your firm. It conveys your business values and the value your clients will experience in every interaction with you. Building a brand takes time and requires thoughtful purpose and care to gain loyalty. Your brand needs to connect with clients in a relatable way so you gain their trust. In other words, you need to speak from the clients’ point of view. The following 5 essential elements in building a brand will help you foster loyalty and a more powerful presence in your marketplace.

Letting Go of Less Than Profitable Clients

by Tiffany Markarian

A tough decision many firms face is whether or not to let go of less-than-profitable clients. It comes down to the business model you want for your future. Some firms will work with any client who wishes to take positive action in their lives, regardless of their profitability to the firm. This can be a successful model, but it may require increased overhead, technology or staff to support the service needs long-term. On the other hand, letting go of less-profitable, lower-tier clients may allow you to provide a more boutique experience for your “A” clients and high-potential relationships and give you time to focus on markets that are appropriate for your business.