10 top tips to customer happiness!
#1: You need to know what's important to the client
This is by far the most important step. When you first meet a prospective client, you need to be ready to ask a few key questions to gather important essential information. In a social situation, you'll want to ask questions that are light hearted, like "If you had a year's extra salary, how would you invest it?" Questions like these get people thinking and will readily tell you what's important to them.
#2: You need to be open and transparent
It is important to show that you want to help and that you care about his or her future. Communicating this does not have to be hard or complicated. You simply need to be open and transparent about what you can provide and how you can do so, and how much it will cost.
#3: Genuine interest
Not only do you want to show you care, but you want to show the client that they are important to you. That is, you want to demonstrate that you are taking the time to provide for their needs, answer their questions, and meet their goals. You should always make the client feel as though he or she is valuable to you.
#4: Provide a financial overview prior to the first meeting
To ensure your initial meeting goes well, ask the prospective client to provide an initial financial overview. This can provide you with an initial insight into their needs. It also allows you to assess their financial situation before they step foot into your office. That way, you can engage with the client in the right manner and tailor your meeting around their needs.
#5: Showcase how you can help
Be open about what you do best and why and in the areas you don't specialize in, you know someones who does. Be sure to include information about your accomplishments in that area during your meeting - as well as your qualifications and experience.
#6: Show your passion
If you were the one hiring a financial adviser, would you want someone who was good at their job, but complained about it? Or, would you want to work with the professional who was passionate about his or her position? It means being immersed not only in your day-to-day job, but also in the affiliations and associations in your community and profession. It also means being knowledgeable about any financial-related topic and current affairs there is. This shows you truly are an expert authority.
#7: Have a skilled team to surround you
If you work within a large firm, having a full comprehensive team helps ensure that your prospective client gets outstanding information and access to you when they need it. Your team should be focused on wowing your customers too. Their job is to do so with quality customer service, a friendly smile, and a genuine interest to help the client no matter what his or her need is. By having a quality, experienced, qualified and knowledgeable team, your prospective client knows exactly what type of service he or she will get from you.
#8: Make sure to ask your clients "why"
Why do they want to make this type of investment over others? Why are they coming to you now? Why do they have such a limited long-term goal? By asking why, you get more information and, in many cases, can better improve the service your client receives and options you can offer. By asking why, you learn more about the mentality behind these decisions. You may be able to offer them more or better services when you take this type of step. You will also be able to differentiate between what the client thinks he needs and what he actually needs.
#9: Speed Stuns
Also important for any financial adviser is the ability to deliver information and advice quickly. That is, when a client requests information or asks about anything related to the service you provide, deliver it promptly. Fast and efficient service is something anyone can benefit from any time. Having support from others can help you to accomplish this. Speed stuns!
#10: Ask them how you can impress the client
It's important to provide a quality service, but each client's needs are different from the next. It is for that reason that you need to ask the prospective client what you can do to meet every one of their needs. It's not easy to do this, but clients will respect you for caring enough to go the extra mile.
It is not about what you can do for your prospective clients. Rather, it is about what you can do to solve their problems, gain their trust, and make their financial goals come to light.
Wealth management is a skill that if done right can have a tremendously positive impact on people’s lives by helping them achieve financial security. Check out my latest article on industry standards HERE.
You might also be interested in…