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BEST PRACTICE ACTION

for advisers and leaders in financial advice

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  • Writer's pictureJason Dunn

What do your clients really expect from you?


What do your clients really expect from you?

Most of us have either hosted or observed hundreds or possibly thousands of meetings with prospects and clients. And we rely on our instinct from those interactions to gauge what people are thinking or feeling. Not a bad gauge when you have many years of experience.


But how often do we ask clients what they expect from us? Or, how they are feeling? Or what they really value about us and what we may not have delivered that they had expected we would?


Occasionally a client survey can provide useful insights, but the true value is what you learn from your client in person.


Asking consistent, well thought out questions creates clarity for everyone and demonstrates how much you care.

Moreover, it will help you to really understand your value proposition and, perhaps, to recognise areas of your service that you could improve, or you thought that your clients really valued about you.


There are a number of interactions at distinct stages of a client relationship or interventions within a relationship that present the perfect opportunity to ask well thought out questions, which should always be the same questions, no matter which client.

“It’s great to bring you on board as a client of our practice today and I wanted to ask what you have found valuable as we have worked together to bring your plan to life?”


Your client’s responses will not only clarify in their mind why they chose you, but they will also help you be clear what your value proposition is.


“I also wanted to ask what you expect from our relationship over the next 12 months?”

The value of asking what your new client expects is that it enables you to understand and discuss any expectations that are not part of your service package or that may be unrealistic. That way you can both be confident that you deliver to your service promise each year and that there are no surprises when it comes to your next scheduled review.

If you have not asked these questions of an existing OAS client before…


“We have been working together for 3 years now and I wanted to ask you both what are the 3 things that you most value about me?”
“And is there anything that you expect from our relationship that I could improve?”

And with people who you have asked before when they became clients, you can refer to your notes from their previous responses…


“So when you came on board 11 months ago you said that…, and I wanted to check to see how we are living up to your expectations?”

You can also ask them what are the 3 things that they value the most about you and if there is anything that you haven’t delivered that they would like you to focus on.


Taking the time to check in with your clients not only gives you answers and information that will help you build a stronger relationship with your client, it also sends a consistent message that you genuinely care about them.

 

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