Updated Saturday, August 29, 2015 as of 2:11 AM ET

How to Craft a Better Client Experience

Walt Disney said it best when he said, “Whatever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others and show them how well you do what you do.” 

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Comments (6)
The best way to craft a better client experience is listen to them, help them identify their risks, work with them on how to mitigate their risks, keep them informed of the what's and why's in their portfolio, treat their portfolio in the same manner as you would treat yours, never advise them to invest in something where the risk is greater than their risk appetite. Earn the trust they have reposed in you- do not take it lightly.
Posted by KIMMY B | Friday, February 07 2014 at 8:26AM ET
Thanks for the comment Kimmy. I absolutely agree with you. When we wrote the article we had decided to make a broad assumption that solid planning and great advice were already being brought to the table. When we think of financial planning we feel that it is essential to look not just at the portfolio but at four different planning focus areas. Here's how we break down the planning areas for the advisors we coach at www.7figureadvisor.com (just our belief...there are numerous ways to look at this):

The Estate Plan Focus(TM)
Assessment of your wills and trusts, life insurance policies, disability and long term care insurances. All are reviewed and measured against your survivor needs and distribution objectives.

The Personal and Business Investment Focus(TM)
Evaluation of your personal risk tolerance, time horizons, current risk exposure, and portfolio construction. Alignment of your investments with goals, values, and time horizons.

The Financial Independence Focus(TM)
Review of your financial vision and values to determine your financial independence threshold. This is where we'd look at every major
"purchase" for a client that could impact their financial independence-college planning, vacation home, retirement etc.

The Business Exit Planning Focus(TM)
We look at your business as a key financial asset and evaluate various exit strategies, deferred compensation solutions, and tax advantaged strategies tailored to your business. As an employee, all of your benefits are your "business" and we will evaluate your benefits to maximize your exit from employment.

Again...thanks for reading the article and keep the comments conversation is always healthy.
Posted by michael p | Friday, February 07 2014 at 10:12AM ET
What a great article with many great examples. Do you track most of this using a CRM software? What do you do in addition to CRM to make sure this is implemented and used?

Thanks again for the great piece!
Posted by Phillip C | Saturday, February 08 2014 at 9:18AM ET
Enjoyed your article ... and have passed it along

One of the best ways to service customers, that I might add... is to start your business off working with your ideal clients. Then it's so easy to bring them happiness :)

In my own business, process wise, I'm redoing #2 this year.

Maria Marsala
Coach Maria
Posted by Maria M | Sunday, February 09 2014 at 6:04PM ET
Phillip C,

So glad you enjoyed the article!!!

We currently use Outlook and 4 excel spreadsheets to track everything. We are in the process of switching to a CRM but struggle with which one fits best for what we want it to do. The team really works well together and everyone takes responsibility for their part in creating the unique client experience.

Please feel free to ask any other questions.


Posted by michael p | Tuesday, February 11 2014 at 1:41AM ET
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