Enhancing The Customer Experience Will Lead to More Referrals

September 27, 2018

Referrals, referrals, referrals. We constantly hear how important they are and how it’s one of the best ways to obtain new clients. But, how exactly do we achieve as many referrals as possible? What can we do to differentiate ourselves to ensure that we’re receiving those referrals? One thing I want to discuss is the importance of providing exceptional customer service. If you switch your focus from trying to obtain referrals from every client you see to focusing on providing the best experience possible, your referrals will come naturally. In fact, just one happy client could result in 9 referrals for your firm. Whenever a client feels that a financial advisor is making a genuine effort to understand the client and provides valuable recommendations, they’re more likely to spread the word about you. Therefore, a positive experience is a must when trying to obtain referrals. With that being said, I’d love to provide some basic tips on ways to enhance the customer experience that will result in more referrals for your firm.

Tip #1 

Don’t forget the little things about your clients. Is today your client’s daughter’s birthday? Send a birthday card! Keeping the little things in mind will make the client feel special and cultivate a healthy, engaged relationship.

Tip #2

Consistency. Don’t tell the client you will follow up constantly and only do it once. If there is a mistake on your part, don’t continue making the same mistake. Consistency is key when working with clients.

Tip #3

Don’t be intimidated to ask. Of course, providing excellent customer service will be the first option for obtaining referrals. However, don’t ever be afraid to ask for it. If you have worked with your client for quite some time now, feel free to mention something like “If you’ve enjoyed my service and you’re happy with the outcome, don’t hesitate to tell a friend.”

At the end of the day, ensuring a positive customer experience will result in more referrals for your firm.

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Fostering Business Relationships

March 8, 2018

Whenever you think of building relationships so that people can trust you, and so that your relationships grow, do you think of business? If you don’t, you should. Relationships are something we do want to grow in our businesses. Especially if you’re a financial advisor and you want your clients to trust you. Why are they important? Think of all the referrals you’ve received last year from your best clients. Some of those were probably your biggest sales. Now, try to quantify that number. Once you realize the importance of how you make your clients “feel” as you build those relationships, that in return could be helping your business grow.

We’ve discussed the benefits of building business relationships, now let’s focus on how we should go about doing so. When you first attract a possible client, here are a few things that will go through their head: Can I trust this advisor? Will they understand my unique situation? And, will this advisor’s advice be unbiased? The goal for you is to triumph all of these questions. Do so by being transparent in your process, empathize with their situation, and trust them back.

Following these guidelines will not only increase trust with your potential clients, but also develop those business relationships. In return, both the client and you, as a business professional, are better off.


Don’t make the first impression your worst impression!

December 11, 2014

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You’ve heard the saying “there’s no second chance to make a first impression”, and they’re right. A client’s first impression of you and your business is extremely important. But how do you make a good first impression? Here are 5 ways to avoid making your first impression your worst impression:

  1. Your real first impression isn’t in person.  If you’re meeting a client face-to-face, there’s a good chance they did some research. Their first impression of you came from your website or social media sites. It’s critical that you keep your online presence updated and accurate so clients feel confident about you before you even get a chance to say hello.
  2. Do your homework. Before you meet face-to-face with a client, make sure to look at their company website and personal social media. You can be sure your client looked you up, and you want to do the same. Having some basic information about the company and personal interests shows that you know your stuff.
  3. Look the part. Appearance is everything. Well not everything, but it’s definitely important. Looking put together leaves a better first impression. Not only will the client take you more seriously, you’ll feel more confident about yourself.
  4. Have a plan. Before your meeting, set some goals for yourself. Not just business goals, but social goals as well. Make an agenda for the meeting so you know where to focus your time. You’ll feel more prepared and less nervous if you know what you’re going to say.
  5. Be yourself. No one wants to have a meeting with a robot (unless it was an actual robot, that would be pretty cool.) Don’t get strait to business, make a connection. Don’t wait too long to start the meeting, but take the first 30 seconds to a minute to say hello, shake hands, and small talk before getting into it. This establishes trust, which is definitely a plus in a business relationship.

Follow these steps, and you’ll be sure to make your first impression a great one.

How do you make a good first impression?