All posts tagged clients
With everything going on right now with the market and Corona, how we interact with clients is our main competitive advantage. To be a first-class winning organization, you need to know how to serve your clients’ emotional needs, not just their economic needs. When we have an exceptional and elevated experience, it stays with us. This is the key to surpassing competitors in a tumultuous environment.
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Your clients have high expectations of you and your team. The challenge is delivering on a service model that is efficient for all clients while personalizing and enhancing the experience for your top clients.
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Imagine what your business would look like if you replicated your best clients. You push hard to accomplish goals and improve efficiency, but when you are in a service-oriented industry, such as wealth advisory or insurance, it becomes harder to maintain a high level of personal service. That in turn, makes it harder to grow your overall business.
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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.
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