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Our Client Care System
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Make sure that your clients know that you care about them. Implement the strategies shared below and raise yourself above the average advisor.
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A good customer service experience heavily impacts recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. (Qualtrics XM Institute)
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A Consultative Approach to Providing Advice
5 Simple, duplicable steps to client success
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Step 1
Discovery
Financial Game Planning Commences
Step 2
Implement Game Plan
Get the right solutions in place for the client
Step 3
Ongoing Education
Monthly Webinars covering a Myriad of Financial Planning Topics
Step 4
Stay in Touch
Use CRM Tools, phone calls, Giftology, etc. to communicate with clients
Step 5
Review, Reset & Attack
Perform Annual Reviews or as needed
Step 1a : Discovery
Discovery is about getting to know your clients and them getting to know you. This phase of the journey is crucial to laying a foundation of trust with your clients. Take a look at our suggested Discovery path.
After the initial connection is made and you are meeting with the client, we recommend using the Bdollar$mart Consulting system to gather the initial documents from your client
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Initial connection
Texting
E-mail
Phone call
Initial connection
This may be via text, e-mail or phone call. Use this connection to request that they schedule some time with you (Use your Scheduling Link) to go through the Discovery process
Texting
When texting, keep your message short and to the point. Elements of a good text message are:
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- A warm greeting
- How you got their contact information
- You are happy to help
- Use your scheduling link to put some time on the calendar
When e-mailing, keep your message short and to the point. Elements of a good e-mail message are:
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- A warm greeting
- How you got their contact information
- You are happy to help
- Use your scheduling link to put some time on the calendar
Phone call
When making a call, keep the call short and to the point. Elements of a good phone call are:
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- A warm greeting
- How you got their contact information
- You are happy to help
- Let them know that you will be texting or e-mailing them your scheduling link to get things set up
Step 1b : Discovery
The next step in the process, after connecting with the prospective client and finding that you are a good fit together is information gathering. We recommend that you test out of the Bdollar$mart system before moving forward.
Once you have gone through the Bdollar$mart tool with your prospect and they have identified the flags that they want to work on first, the next step is to do a more thorough information gathering. This is completed by e-mailing the “E-mail client Pre-visit documents” packet to your client
Bdollar$mart
E-mail
Game Planning
Bdollar$mart
You will get the guidance on EXACTLY what you need to do by testing out of the Bdollar$mart Virtual Consult Training Program
This e-mail to your prospect should be short and to the point. An example that could work:
“Hey John, thanks again for allowing me to serve your family in this way.
Attached are the documents that we discussed earlier. If you have any questions, feel free to call, text or e-mail.
Chat soon,
Your Name”
Game Planning
Once documents have been received, you begin the process to prepare a draft FNA (Financial Needs Analysis) for your client. The FNA tool is found on POL under the TurboApps Tab. After all the client’s information has been entered in the FNA, work with your trainer to evaluate how to share recommendations with the prospect and move to the next step.
You may not have all the client’s information, but you should make sure you have enough information from the prospect to begin to add clarity and value to their financial picture.
Step 2 : Implement Game Plan
You are now recommending solutions to your clients. This can be Life Insurance, Investment accounts, Annuities, College Education Savings Programs, ID Theft, Wills, Mortgages, etc.
If you are new, you will need your trainer to assist with making these recommendations and handling any concerns your clients may have throughout the process.
FNA
Naviplan
Follow-through
FNA
After Implementing the Solutions that came from your recommendations, you should send your clients the completed FNA.
Click here to see a sample of what a completed FNA looks like
Typically we e-mail this to them in PDF format.
Naviplan
This tool is used for more advanced financial planning and is only available to those financial advisors who have passed their S65.
Once the Financial Plan has been completed, you will need to submit your plan to Home Office for review before it is approved.
Once approved, you can then send via e-mail to your client.
Follow-through
This part of Step 2 is crucial!
Investments: If you have initiated a rollover for a client, you need to follow-through to make sure that their new account is properly funded.
Life Insurance: If your client completed an application for Life Insurance, make sure to check “Life Manager” daily, to see what action is required by either you or your client to keep things moving forward.
* Office staff works for your RVP. You are responsible for learning the systems (VBS, Life Manager, Shareholder Services, etc.) that you have been provided to serve your clients effectively. Always feel free to ask if you need help.
Step 3 : Ongoing Education
You get paid to add value to peoples lives! Client education is a major part of adding value. By giving them our perspective on how we see the world we give them a window into our decision making processes and help bolster even more confidence in continuing to work with us.
Monthly Webinars
Newsletters
E-mail Campaigns
Monthly Webinars
We run monthly educational webinars for all of our clients!
Each month will cover a different topic and you will find those topics and the associated marketing flyers posted in our Telegram group.
Newsletters
Each RVP office has the option to pay for a subscription to AdvisorStream.
If your office participates, your prospects and clients will automatically receive an approved and curated e-mail on your behalf, every week, with great articles from well respected industry names.
Make sure to update your profile picture in the “preferences” section of the “CRM/Rep Marketing Center”. When the newsletter goes out to your clients, the profile picture you have chosen is the one that is used in the e-mail. Make sure it is clean and professional!
E-mail Campaigns
You have the option to have automated e-mail campaigns sent out to your clients using the CRM/Rep Marketing Center tools. A few good options to ‘turn on’ specifically for Step 3 are those that relate to financial topics:
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- The 3 D’s of Investing (check with your Trainer first)
- Bear Markets (check with your Trainer first)
- The Tale of 5 Investors (check with your Trainer first)
- Solutions Newsletter (This is different than AdvisorStream)
Step 4 : Stay in Touch
You may find there to be overlap between Step 3 and Step 4 and you are right, and it is deliberate.
We are teaching you how to build relationships that are so strong, they last a lifetime. If you do Step 4 well, not only will you get repeat business from your existing clients, you will get referrals to their family members, co-workers, best friends and best networking contacts. If you fail at this step, you become average…
E-mail Campaigns
Text Messages
Phone calls
E-mail Campaigns
Use the CRM/RMC (Rep Marketing Center) Tools to help you stay in touch with your clients. With the CRM, you can create a more targeted list of who to send certain messages and then leverage the “broadcast” feature to send an e-mail to that targeted list.
Text Messages
Some people like these, some don’t and so first ask your clients how they prefer for you to stay in touch with them. Get their permission!
Texting is a great and simple way to reach a large number of your clients with a simple, “Hey John, thought of you today. I just wanted to check in and say hello.”
You don’t always have to talk business! Just say hello is sometimes all they need.
Phone calls
These phone calls can be a simple check in or a more advanced update on their account. Depending on where you are in the business and the level of sophistication of your clients, you may find the simpler approach is better.
Step 5 : Review, Reset & Attack
This step is about giving your clients an update on where they stand. It is also about reaffirming the relationship that you have with them, don’t miss out on this opportunity.
This is a great place to re-emphasize how grateful you are for their trust and as always, you would appreciate them thinking of you when they come across friends and family that would benefit from meeting with you.
This is not about selling the latest toy you have to offer.
Financial Docs
Life Changes
Reset & Attack
Financial Docs
Send the “E-mail client Pre-visit documents” packet to your client and get a snapshot of where they stand today.
Life Changes
When performing your annual client review, it is important to know if there have there been any significant changes in their family dynamic. Maybe they had a baby, got married, retired, got another job, etc.
Reset & Attack
Once you have taken the time to review their picture, make recommendations on either staying on their current path, or making changes to get to a better place. This is another huge value add.
Most often you will find that many people are plain vanilla and nothing needs to change, other times you will need to revise their FNA to include the updated financial information.
At this stage, you can encourage them to attack their goals until you see them next.
Duplicate this simple Process…
Then teach it to others and you will build a successful Financial Advisory practice that you will be proud of for years to come!
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