Don’t Use Technology as a Service Crutch
In a hyperconnected world, we're in danger of using technology as a crutch and an excuse not to connect with clients in the meaningful ways we once did. At The
Category
Client Relationship Management
Understand your Clients’ Problems Before Offering a Solution
When attempting to provide a client with a new financial product, it is important for advisors to realize that they are offering a solution to a challenge or problem, rather
Salvaging the Client Relationship
There are bound to be instances when a client is unhappy with the product, service or experience when interacting with a business. Yet when clients voice their displeasure with your
Even as You Grow, Maintain Small Business Customer Service
While it's the mission of virtually every entrepreneur to grow his or her business, getting bigger doesn't mean you have to abandon some of the best characteristics of smaller organizations.
Are you the Apple of Financial Services? Part Four
Here at The Covenant Group, we value our client relationships just as our clients do theirs. We spend a lot of time thinking about how we support our clients, and
Are you the Apple of Financial Services? Part Three
Apple's attention to detail is the stuff of legend. The technology itself is designed to be intuitive, with clean lines and a futuristic look. But the corporate obsession with user
Are you the Apple of Financial Services? Part Two
Today, I'll be discussing the second topic in a series about how financial services organizations can emulate Apple, which boasts high customer loyalty and continually impressive sales. While Apple's retail
Are You the Apple of Financial Services? Part One
For its products, for its service, for the customer experience it delivers, Apple and its retail stores have been the subject of countless case studies, articles and blog posts. This
Managing and Navigating Client Relationships Via Email
The written word can be a powerful tool, but it also creates plenty of opportunities for misunderstandings. For better or worse, email has become critical to business operations. While it
Four Simple Steps Before Meeting a Client
Every interaction you have with a client is a new opportunity to build client capital and earn that person's trust. With that in mind, it is important to always be
Balancing Clients and Friendship
We often discuss the importance of trust and friendliness in creating long-term client relationships. A dynamic relationship exists between financial services professionals and the people they serve. In building trust,
In Client Relations, Listening is Essential
When you're conversing with a close friend or significant other, it's easy to tell when the other person is not really listening or processing what you are saying. Perhaps they
Make Your Client Feel at Home
Think about all the times that you have stayed at a hotel or dined at a restaurant. Which experiences stand out in your memory? What establishments have you decided to
Multitask Sales and Service
Staff resources can be tight, particularly in businesses that are just getting underway. Employees are charged with many different responsibilities and may have several different titles in a startup. Although
A Tale of Two Airlines’ Customer Service
The airline industry touches hundreds of thousands of consumers, from the high-flying executive to the person traveling standby or coach to visit family. And I bet that every one of
Train Your Employees to Manage Difficult Client Situations
In any business, it's important to accept that there will be times when you or your employees will have a dissatisfied client. But the way you manage disgruntled clients and
In Client Relationship Management, It’s OK to Apologize
Some customer service schools of thought suggest that a company should never say "I'm sorry" to an upset client, instead advising representatives to merely acknowledge the problem and work to
Use Twitter-Based Client Service to Bolster Marketing
The topic of Twitter-based client service may seem to fit more into my colleague Anthony Lam's area of expertise (client relationship management) than mine, but there is a marketing bent
Are You Exceeding Clients’ Expectations?
Every time you meet with a client in person, send an email or speak on the phone, you have an opportunity to impress. How do you continually build client capital?
Reach Out Through Social
Financial services professionals and organizations have been reticent to reach out to and engage their clients through social media platforms. This may be partly due to compliance fears, although a
Serving Your Clients Through Multiple Channels
Communication is the focal point of customer service, and a failure to talk with the clients you serve is essentially a guarantee that the relationship will be shallow and short-lived. Research
Engendering and Honoring Client Trust
Trust is the foundation of a financial advisor's relationship with his or her clients. Without it, how can you build a long-lasting connection and deliver advice and guidance that will
Make Yourself Relatable
It's a common theme in sales industries: No one likes to be sold, but everyone likes to buy. As a business owner, how can you be successful in acquiring clients
Have You had a Customer Service Audit?
Actively managing relationships with clients is essential to keeping them. It can also aid in your sales efforts by building the reputation that your company takes care of those who