Gear up everyone. There is a new set of rules for approaching prospects and clients. As we look back on this past year, it is clear the pandemic has left people fatigued, stressed, and frustrated. The ongoing disruption and losses have caused people to reflect on things. Prospects and clients are asking themselves, who is truly bringing value to my life? Who is helping me feel secure amidst all this chaos? Is the money I am spending to work with a financial professional delivering the outcomes and experience I want?
With everything going amidst market downturns and Corona, how you interact with prospective clients and position your message is key. It is tempting to leverage digital marketing platforms to reach new clients; however, your message needs to be about serving your clients’ emotional needs, not just their economic needs. This is the key to client development in a tumultuous market.
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.
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.
Every member of your firm is part of the client’s experiential process. Leaders and staff members who create exceptional client experiences are the professionals who rise to the top in a value-compressed environment. Once you recognize this fact, you can integrate common strategies to personalize and humanize the client experience. One of the most personal aspects of the client experience is greeting clients in the office.
It’s that glorious event. A time when your team comes together to discuss your firm’s strategies for the coming year – the annual strategic plan. Opportunities and challenges are discussed. The virtual whiteboard and yellow pads are a bounty of ideas. It’s a celebration of motivation.
And then you look up…and it’s June.
For some firms, that beautiful strategic plan you created has not been looked at for months. We go to the common drive to print it off and say, “How are we doing?” The problem is there may be a missing component in your strategic plan.
Financial advisors are always trying to set themselves apart in this crowded marketplace. One of the ways they attempt to do this is through a strong value proposition. A value proposition is a statement that articulates in clear terms the value you and your firm provide. It is one of the most powerful elements of your brand. The big question is: Is your value proposition valuable?
There are new rules for approaching and insurance professionals. As we have seen for centuries, when a crisis happens, insurance is there. When markets become volatile, financial advisors often see an uptick in insurance activity. The insurance industry has always been there to keep families and businesses whole and provide supplemental income in times of need. Sometimes, however, it takes a crisis or a pandemic to create that indelible reminder in the minds of advisors and clients of the need to protect your health, economic security, and emotional security. Insurance involves much more than managing potential risk; it is a critical survival tool.