- Personal communication is absolutely critical. We have talked with several advisors with the mindset that “my clients are fine, only a few have called me, and besides I have emailed them.” Those of you that believe that “no news is good news” have enormous risk. Proactive and personal communication give clients peace of mind and strengthen relationships. At a minimum, call your top 50 clients starting today.
- Ask your clients, “What questions do you have?” Don’t assume you know what they are thinking. Conversations during periods of volatility are about your people skills. People are afraid of what they don’t know; be a good listener.
- Reassure your clients that you are doing everything possible to keep them on track towards their financial objectives. They really want to know if it is going to affect their current or retirement lifestyle. To summarize, people want to know, “Am I okay?” Don’t give them blanket answers. Personalize and humanize every discussion.
The coronavirus has given you a great opportunity during this time of “social distancing” to bring fun, comfort and mental ease to your clients and to prospects as well.
Using Skype which is easy for nearly everyone to use, set up and announce the virtual events listed below.
As of March 31st we are at the end of the first quarter. This means 88 days of 2016 have gone by of which 24 were weekends, 4 were public holidays and 60 were M-F workdays.
It is time to calculate exactly where you are based upon your efforts so far in 2016.
One of our many coaching clients wanted to understand why he just wasn’t connecting well with prospects and consequently asked us to critique his presentation skills. I had him record a meeting he had with a prospect so that we could gain real world insight into where he could perhaps improve. His initial rapport building although not very personalized did break the ice and engage the prospect. To his credit he did uncover some important topics of concern to the prospect.
But then the advisor said, “Well let me tell you what your problem is and what you’re doing wrong,” and then delivered a litany around not having the right plan, too many of the wrong investments, and no real knowledge of market opportunities.
After facilitating 300+ face to face consumer interviews, their primary complaint is: nearly all marketing, marketing materials and sales presentations they see and hear are all about the sales person, the product or the provider! They are annoyed and in the words of many “FED UP” with this relentless company, product and sales rep-centered approach. This constant merchandising focus by companies and sales reps on me, mine, and ours has got to change! Now some of you will say at this point, “Wow Richard tell us how you really feel.” How “I feel” doesn’t matter, all that matters is how consumers feel and whether you’re willing to make the changes needed to breakout from the rest in your field.
When I was General Sales Manager for a Rolls-Royce dealership in upstate NY, we had converted an old grocery store into a luxurious showroom and service facility. We installed mirrored walls framed with mahogany paneling, baccarat crystal chandeliers, and even Sherle Wagner bathroom fixtures. We became a tourist attraction nearly over night. But given the demographics of the region most of our business was generated by our innovative and personalized marketing campaigns to major metro areas such as NYC, Boston, Washington D.C., Philadelphia, Miami and Palm Beach.