Never has it been more important that we come together to Regroup in the current economic situation, Refocus our efforts and Recharge our determination and enthusiasm.

This market has impacted everyone, manager, advisor, agent or home office executive.  This is no time to turn away from learning and skill development.  You must grow where you’re planted.  Attend the Regroup, Refocus, Recharge conference June 18-20 in Orlando.  Every speaker and panel member will help you with relevant, current, and thought provoking education that will position you to manage and grow your business in these unsettling times.

The room rate is right, the registration fee is really right, and you and your family deserve to Regroup, Refocus and Recharge!  Register today!

Click here for all the details!

We all want our clients to talk about us in a positive way to others.  In order for that to happen, though, it is imperative that we leave a positive, lasting impression on our clients.  This isn’t difficult to do – you just need to pay attention to the “little things”.  Small details can have a big impact on a client’s attitude.  Some things to consider:

• When you meet with your clients, what are you doing to exceed their expectations?  It could be something as simple as serving them coffee, water, or a soft drink in a “real” cup.  Use china cups and saucers for hot drinks, and crystal glasses for cold drinks.
• Another way to exceed their expectations is to send an agenda in advance of any scheduled meeting.  The first item should always be things they wish to discuss.
• Recognize those “special” days or events in your client’s life such as birthday, anniversary, business accomplishments, etc.
• What have you done to connect with your clients on a deeper level?  Do you have a relationship with them outside your office through your involvement in professional and community organizations?  It’s always helpful to an advisor/client relationship when they see and connect with you away from your office.
• Consider sponsoring a fundraising event such as a 5K run, school sporting event, reading festival, etc.   This is a great way to gain “name recognition” in your community.  If you can’t underwrite an entire event consider providing trophies, bottled water, snacks, etc. for an already scheduled event.  (Whenever possible have the items you are providing printed with your brand information.)

There are many small, rather simples ways to leave a lasting impression on your clients and prospects.  Investigate what possibilities are available for you in your community and go for it!  Make the most of the opportunities open to you!

 

Clients and prospects alike are keenly aware that there have been many unintended consequences that have followed the decisions and actions of others – others over which they have no real control.  As a result, the affluent and wealthy are looking for:

• Certainty
• Understanding
• Stability

In today’s world, clients are your currency.  Exercise your experience and integrity and help keep them focused on their aspirations.  During this turmoil and drama, help keep them focused on the next chapter of their lives – not the next move of the market.

Your intended consistent actions of service and support will help them cope with the unintended consequences of the actions of others.

It is well known that the one thing the majority of people dread having to do is to speak in public.  Yet, most of us eventually will be asked to make some sort of presentation which requires us to face and overcome this fear.  As a financial services professional it is imperative that you improve your public speaking image.  The time will come, if it hasn’t already, when you will be asked to speak at a conference, seminar or luncheon.  These are wonderful opportunities for you to gain visibility in your chosen market.  Here are a few suggestions for improving your public speaking:

1. Analyze your speech patterns to discover words that you use unconsciously to fill dead air.  The most common are “um”, “uh”, and “hmmm”, but they can be almost any word that is overused such as “okay”, “and”, “right”, “you know”, “so”, “well”, “like”, etc.
2. Once you have identified the word or words you use, work on consciously removing them from your speech.  Use your family and staff to help you with this.  Have them listen for these words and either repeat them back to you (mildly annoying!) or charge you a penalty every time such as a quarter in a “fun times” collection jar.
3. Don’t get discouraged!  It takes time to change a habit, and for most of us our speech patterns are deeply ingrained.  Celebrate small victories!
4. Picture your speaking as a conversation with your audience.  This establishes a more comfortable mental state and helps you to relax, thus eliminating those dreaded “filler” words.
5. Start now to work on making these changes – don’t wait until you are actually asked to speak somewhere!

Public speaking for clubs, organizations or associations where you have established, or would like to establish a niche market, is an easy way to get and keep your name visible.  Don’t let fear or inexperience rob you of that opportunity!

In our modern world of technology, it is increasingly possible to go through our day without ever actually seeing anyone face-to-face.  Unfortunately, this can have a negative impact on client relations.  An important need we all have as human beings is that live connection to others – not just through email or telephone. 

As a financial services professional, it is imperative that you incorporate ways to meet this need into all your contact with your clients.  Knowledge and trust are created face-to-face.  Some possibilities to consider:

1. Schedule breakfast or lunch several times a week to meet with clients and prospects.  By doing this on a regular basis, you can experience consistent “face-time” with every client.
2. Invite clients to accompany you to special events that you know might interest them, for example, sporting events, concerts, plays, etc.
3. Attend their special events whenever possible, such as awards ceremonies, charitable events, or luncheons/dinners they are hosting, even events recognizing personal accomplishments.

By spending time face-to-face with the clients you serve, you meet the need they have for security and assurance.  This is especially important during these difficult times.  Elevate yourself above the “average” professional and you will assure for yourself life-long relationships with your clients!

Sometimes the difference between having a satisfied client and losing a client is how you respond to a problem situation.  Taking responsibility and admitting fault, along with going the extra mile to actually resolve the problem, can turn a potentially negative situation into a great client experience.  Here are some things to consider when dealing with a client-related problem:

1. Give clients personalized attention when trying to resolve a negative situation.
2. Do whatever it takes to bring about a happy ending.
3. Respond quickly to complaints.
4. Whenever possible, make reasonable exceptions to your practice protocols to accommodate clients’ needs.  You can be flexible and empathetic and still be legal!

One of the biggest needs that clients express is just to be “listened to”.  Simply taking the time to hear them out will go a long way in exceeding their expectations, and can help you establish your client as a delighted advocate!
                                                            

The companies that continue to engage and capture the attention of the affluent consumer are the ones that will weather the current downturn successfully and emerge stronger.  Our clients and prospects don’t suspend their spending completely even though money may be tight, but it is important to understand and deliver to them what they value most. 

Are you addressing their need for:
1. Security – both emotional and economical?
2. Caring – about them and their concerns?
3. Meaning and significance – by seeking their new expectations?
4. Structure and belonging – i.e., do they have a frequent scheduled contact with you?
5. New experiences and exploration of new ideas – through building memories and providing education?
6. Recognition and a sense of adequacy – by recognizing their accomplishments and influence?

How they feel about these needs being met serves as the emotional frame for their mental models about you and your advice.  As a result they reference these mental models and patterns of emotions to make decisions.  The objective of every practice and individual should be to transform your client relationships so that you are distinct from all others.  Don’t just be different than all the others in a crowded marketplace – be a stand out!

 

The most poorly served market segment in the financial services industry today is that of the moderately affluent – those with a net worth between $250,000 and $2 million.  They constitute one-third of U.S. households and hold almost one-half of the total assets in the U.S. but are relatively disregarded.

Too often when this market is targeted, the attempt is too broad to be successful.  This is a market where it is imperative to narrow your efforts to a smaller niche market. 

One way to target a specific segment of this market is to evaluate which of your current clients and prospects fall within this category.  Then interview them to discover where they network and communicate with others like themselves.  Use this information to evaluate where your time and effort would be best spent in seeking new clients.

 

“Good manners are all about being considerate” says Peggy Post, great-granddaughter of Emily Post.  It is about how we treat each other in our day-to-day relationships, not necessarily about using the correct piece of silverware when dining.

No matter what situation you may be in, your number one concern should be to treat others considerately.  Whether the other person is a client, prospect, service personnel at a hotel or restaurant, or just someone on the street, everyone deserves to be treated with courtesy and respect.

Take the time to evaluate how you relate to those around you.  Are you always thoughtful and kind?  Or do you tend to take your frustrations out on others, even when they have nothing to do with causing your frustration? 

Also, evaluate how your office staff interacts with clients and prospects either face-to-face or on the telephone.  Are your clients and prospects made to feel like they are imposing on your staff, or are they always treated like the valuable persons they are?  If so, how many are telling their friends to call you?

During these tough economic times, there are many successful marketing ideas to be gleaned from companies that prospered during the Great Depression.  One very important lesson to be learned is in aggressive marketing and advertising. 

Research shows that companies that continued to advertise at the same level, or even more aggressively, actually prospered and overshadowed other companies that cut their advertising either partially or completely.

One such company that has continued to adhere to this philosophy is Procter & Gamble.  During the Depression and also during times of recession more recently, P & G has maintained its level of advertising and even increased the advertising budget at times.  They also explored new and creative avenues for advertising.

Another example of this trend is Chevrolet, who took the lead in their field over Ford after being outsold in the 1920s 10 to 1.

The key to success in 2009 is to keep your name or your brand in the public eye.  Look for creative ways to market that will give you more “bang for your buck” and be aggressive in advertising.  History proves that you won’t be sorry for doing it!

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