This information is a
follow up to the article entitled "Beyond Great Service: Creating
a Buzz" which ran in Steve Moeller's Steve Moeller's, Effort-Less
Advisor newsletter. Click here to
register for the free newsletter..
Of course you know that the
primary way you add value as an advisor is by listening to your
clients and designing your business to meet their needs. For example:
target your markets so that you gain specialized knowledge or simply
ask your clients what they value most out of working with you.
But at some point you may want to go
above and beyond what you are currently doing to create an extraordinary
experience for your clients. Here are some ideas about what you
can do to really pamper your clients without adding a lot of cost:
-
Give
a staff member a promotion (or hire someone new). Instead of using
the title "Customer Service Representative," create a position
of "Concierge" or "Director of Lasting Impressions."
-
Create
a tracking system-preferably using your computer database-that
makes it easy to remember important dates and preferences of your
"A+" clients.
-
Every
morning (or every week), create a "cheat sheet" for each of the
clients who will be in the office. Include all of the critical
information to spark great conversations.
-
Have
your staff greet clients by their first name when they come to
the office.
-
Know
what beverage your client prefers and have it waiting for them
when they come for a meeting. Remember how they take their coffee.
-
Use
your detailed notes about your client to engage in small talk
about their family, grandchildren, recent trips, favorite restaurant,
etc.
-
Make
a personal phone call to your client on their birthday. If it
falls on a Sunday, call the Friday or Saturday before. Also, send
a real card (not a mass produced corporate card) to your top clients
on their birthday. Be sure the address is handwritten (no labels)
and use a real stamp. Remember wedding anniversaries and be sure
to mention them to your clients when you talk or meet with them.
-
When
you read something that you think one of your clients would find
interesting, hand write a personal note to them and drop it in
the mail.
-
Set
up a "travel fund" for retired clients. Tell them that you want
to send them on their dream vacation and then help them to save
for it. Plan the details of the trip for them. Let them know that
you always wanted to send them on vacation!
- Open your office
or conference room to your clients after hours so that their favorite
club has a place to meet.
