Highly Organized Teams Excel at Client Service

Curtis Brown

Retaining clients and doing a “deeper dive” to examine clients’ goals, problems, and overall financial needs and

concerns is an area that teams can excel at providing.

Teams have a leg up on sole practitioners because of the perceived value that the client is getting more than one person serving their needs

This initial differentiation is a distinction in the value teams provide. Teams need to establish a high level of service for clients. An example of this might be the Supernova 12-4-2 model: offering 12 contacts per year (one per month), four appointments with two of the four appointments being in person; a financial plan and  multi-generational planning; a one-hour response to problems with a 24-hour resolution.

This high level of service can only be accomplished with highly organized teams.

Another example is having all the FAs on the team meet with a client at least twice a year during their in person meeting. Each member of the team can take a different role such as presenting the financial climate, the client's risk measurement, progress with their plan and so forth. Perhaps one team member specialized in retirement planning and can address that topic. By showing your clients that there are multiple people working on their situation resonates with client.

However, if one team member has a better connection with a client and the other team member is better at planning/investing let the client know you are working together in their behalf.

If teams have some kind of diversity you can also play to that strength by attracting like-minded clients. For example, if your team has both male and female FAs, multi-cultural FAs (Hispanic, Asian, Indian, African American, etc.)  they will have different strengths and approaches to issues. This will allow the team to prospect clients they may not have had access to otherwise. It is very important to communicate in the language of the client which adds to the WOW client experience.

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