9 Steps for Managing a Client Complaint Gracefully
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.
The Art of Client Etiquette
Client etiquette is your manner of professional conduct. It exemplifies the image and expectations clients have when doing business with you. Whether you are a top executive or a new hire in the office, clients will be observing and assessing you. They are watching every and all aspect of their experience. Good or bad, they are formulating opinions and judgments about what they see. If you want to elevate your client experience, it begins with the right practices for client etiquette.
The Missing Component in Your Strategic Plan
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.
Growth vs. Culture: Which Side Will Win?
In the ongoing battle of growth vs. culture which side will win? First, let’s look at the problem. Many companies are watching their bottom line and seeing a pattern. Some are in growth mode; others are seeing stagnant productivity, revenues or clients. Whatever stage you are in, one circumstance facing everyone is the continual changes to client buying patterns and perceptions. Figuring your way through these challenges will determine which side wins in the growth vs. culture battle.
10 Ways to Never Run Out of Social Media Content
Social media content and marketing is key. The challenge is finding time and good ideas for compliance-approved material. Below are 10 easy ways to keep your social media content pipeline full. These 10 featured strategies will help you avoid going weeks or months at a time without posting any updates.
Planning for Sustainable Growth
Planning for sustainable growth is a balancing act, whether you are in your early years or expanding the business. Your growth may not always follow a certain pattern, which means you may have periodic years of growth. It also means you may have years of stagnancy if you do not systematically prepare for the twists and turns that affect sustainable growth.
Personalizing Your Top Client Experience
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.
5 Essential Elements in Building a Brand
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.
7 Webinar Marketing Mistakes to Avoid
For many professionals, particularly solo or smaller firms, webinar marketing can seem exciting and overwhelming. If you are the one organizing the event, promoting the event, and garnering registrations that can be a challenge. Many larger firms succeed with webinar marketing because they have a sizable operation for marketing and outreach. When building a game plan for webinar marketing, there are 7 key mistakes you should avoid.
Opening Niche Markets with Strategic Alliances
Financial advisors and business professionals have the opportunity to open new niche markets with strategic alliances. Strategic alliances allow you to work with people who share similar values, yet, come from different aspects of planning. Strategic alliances may also allow you to bring additional experiences to clients that might otherwise be out of reach.