Latest / The Efficient Advisor: Tactical Business Advice for Financial Planners / 193: Do I Need To Wine and Dine My Best Clients? My Unpopular Opinion

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193: Do I Need To Wine and Dine My Best Clients? My Unpopular Opinion · The Efficient Advisor: Tactical Business Advice for Financial Planners

• 0:00
  Speaker 1: If you're like me, you hear all the time about advisors taking out their best clients to dinner a couple of times a year, or meeting up with their A clients for birthday lunches, or taking their best clients golfing and fishing or doing manicures together, whatever, whatever.
• 0:16
  Speaker 1: And I had an advisor break down on the phone a few weeks ago during a coaching session and just saying Libby, I just don't have the time to do that.
• 0:25
  Speaker 1: I have four boys in soccer and baseball and they play the piano and I can hardly get in a date night with my husband.
• 0:31
  Speaker 1: I don't think I'll ever really be able to give that spectacular of a client experience.
• 0:37
  Speaker 1: So I wanted to take some time to address this today.
• 0:41
  Speaker 1: Should you socialize with your clients?
• 0:44
  Speaker 1: Does it actually give you a competitive advantage If you have a friendship outside of the office?
• 0:49
  Speaker 1: Should it absolutely be part of your client experience process?
• 0:54
  Speaker 1: And my thoughts on this?
• 0:56
  Speaker 1: It may surprise you.
• 0:57
  Speaker 1: Let's go.
• 0:57
  Speaker 1: Look, I know you're here because you know it's possible to have energy leftover for your family and still have your dream business at the same time and you know the type of business I'm talking about, the one that you are running instead of it running you.
• 1:20
  Speaker 1: If you're new to the Efficient Advisor, welcome.
• 1:23
  Speaker 1: I'm Libby Graioi and I started from scratch, built and sold by age 37, a 100% referral-only planning practice that I grew to seven figures as a solo advisor, all while working just three days a week and taking off 14 weeks a year so that I could be a mom, a wife, a friend, a sister, a daughter and, frankly, just a travel obsessed human who loved taking vacations.
• 1:44
  Speaker 1: And I'm here just to walk alongside you and to show you how to do exactly the same thing and really to just help you take immediate action on the most important strategies for scaling, organizing and creating less stress and overwhelm in your business.
• 1:58
  Speaker 1: And who doesn't want that?
• 1:59
  Speaker 1: We are about to transform your practice, so move over exhaustion and get out of the way.
• 2:04
  Speaker 1: Advisor ADD.
• 2:05
  Speaker 1: It is time to take that one right next step to build a business and a life that you love.
• 2:11
  Speaker 1: So I want to take you back to maybe 2010, 2012,.
• 2:16
  Speaker 1: Around there, I call this the dentist principle, so I want to kind of share with you where this theory came from and how I think you can approach this idea of do I need to socialize with my clients?
• 2:30
  Speaker 1: Should I socialize with my clients?
• 2:32
  Speaker 1: Is it something that is a make or break when it comes to delivering an exceptional client experience.
• 2:38
  Speaker 1: So I was a part of a study group at Thrivent of a bunch of top performing women, I mean, and these women were unbelievable right, just amazing producers.
• 2:49
  Speaker 1: All of them were, you know, maybe I don't know probably eight to 10 years older than me just tons of wisdom and experience.
• 2:58
  Speaker 1: And I remember we were at a study group and I had at the time, I think, an infant and a two-year-old and we were sitting around talking about client experience and the things that we were doing for our clients.
• 3:11
  Speaker 1: And I remember this weekend and I can remember exactly where I was sitting and what I was wearing when we had this conversation and these girls were just talking about these big, elaborate, amazing things that they were doing.
• 3:26
  Speaker 1: I mean, they were so cool, right, like they were talking about taking their top 10 clients out to a really nice fancy dinner and that they got to bring a couple of their choice, and so they were doing this pretty much once a month for their clients, or they take out their top 10 twice a year, or I'm hosting a weekend retreat for my top couples and it's going to be at this amazing yoga center.
• 3:47
  Speaker 1: And you know, I just remember leaving this study group conversation feeling worse than when I went in, which was so uncommon, right, because this is such an amazing, producing, motivating group of women and really like what it was.
• 4:04
  Speaker 1: It had nothing to do with them, right, they were all running amazing businesses and doing their thing.
• 4:08
  Speaker 1: What I, what I was feeling, was on the inside and coming from me, and I just remember sitting there on this couch just thinking I am just not in a place to do this, like I am never going to be able to deliver this exceptional of a client experience.
• 4:23
  Speaker 1: I mean, look at all these cool things that they're doing.
• 4:25
  Speaker 1: I literally just am not in a place to do that right now.
• 4:28
  Speaker 1: And, like I said in the intro, this was something I kind of referenced, but I call the dentist rule and I'll talk about that here um, periodically in coaching.
• 4:38
  Speaker 1: But when this woman advisor was saying to me a couple of weeks ago, libby, I just I can't even get a date night in with my husband.
• 4:44
  Speaker 1: How on earth am I going to do this?
• 4:45
  Speaker 1: I cannot deliver an exceptional client experience, and it totally triggered me and triggered this memory of sitting there thinking like, oh, my goodness, I can't do this.
• 4:58
  Speaker 1: Um, you know, what these women were doing is amazing and I just had this realization or maybe it was like self-actualization that I was just I felt so frustrated and normally in these study groups I felt empowered and excited.
• 5:10
  Speaker 1: I'm going Whoa, what is going on?
• 5:11
  Speaker 1: Why am I feeling so frustrated?
• 5:13
  Speaker 1: And I think it's because I saw them doing all of these amazing things that I know I just couldn't do.
• 5:20
  Speaker 1: I could not go out to dinner twice a week, I did not have that kind of time, I had a family and small children and I just couldn't host these long, lengthy yoga retreats.
• 5:31
  Speaker 1: And because I have a family and I have small children, and I just remember feeling I don't even know if it was jealousy or frustration or a combination of the two, probably mostly.
• 5:44
  Speaker 1: You know, if I'm being totally honest, coming from a place of feeling like imposter syndrome or less than, and what I realized is a couple of things.
• 5:53
  Speaker 1: One, these women were in totally different places in their life than I was, right, um, several of them were, uh, like I mentioned, maybe nine, 10 years older than me and they never had kids.
• 6:04
  Speaker 1: Um, so they didn't have children.
• 6:06
  Speaker 1: There was one girl who wasn't married, right, I had another gal who was married, but her children were older than mine and she had a much more supportive husband.
• 6:16
  Speaker 1: My husband at the time was not super supportive of me doing anything business wise outside of work hours.
• 6:24
  Speaker 1: So just totally different places of life.
• 6:26
  Speaker 1: And I'm not saying better, worse, you know, completely indifferent.
• 6:30
  Speaker 1: Just I'm just highlighting the fact that we were in just slightly different spots in life and I just remember feeling like, oh my goodness, like I am never going to be able to deliver this exceptional client experience and look at all these cool things that they're doing and look at this and that.
• 6:46
  Speaker 1: And you know, I just felt really sad and really jealous and um, and like I said, just this place of less than.
• 6:55
  Speaker 1: And I remember thinking like, oh my goodness, I am never going to become a referral only practice If I'm not doing these kinds of things.
• 7:04
  Speaker 1: Like these ladies were having amazing results, they were doing these things, they were getting all these referrals or clients were bringing ideal client couples to these dinners and to these retreats and all of the cool, cool stuff that they were doing.
• 7:16
  Speaker 1: And then I had an epiphany of all places at the dentist.
• 7:23
  Speaker 1: Okay, so this is what I call the dentist principle, and if you've worked with me, we've maybe talked about this.
• 7:30
  Speaker 1: But I love sharing this story because I think for those of you that are in a place or just in a similar situation in life where you feel like, oh my gosh, I just can't do all of these things, you know, I want to let you know that you don't have to, and so I had this realization at the dentist of all places.
• 7:50
  Speaker 1: So let me share.
• 7:51
  Speaker 1: So I go to the dentist in Loveland, shout out to Dr Jeff, he's amazing.
• 7:55
  Speaker 1: And, you know, before my dental appointment, I get a nice reminder text from my dentist, you know, letting me know that I have my appointment coming up.
• 8:03
  Speaker 1: Okay, great.
• 8:04
  Speaker 1: So I get to the dentist's office, you know, I walk in the door and the people there, the employees there, are just so pleasant, so friendly.
• 8:12
  Speaker 1: I walk in the door and the people there, the employees there, are just so pleasant, so friendly.
• 8:14
  Speaker 1: I walk in the door, they greet me by name, they're proactive about getting my insurance card and all of that stuff up front while I'm sitting there waiting when I go back, the hygienist is just absolutely fabulous.
• 8:28
  Speaker 1: Linda, she's amazing, she's engaging, she chats, she remembers a ton of details about me and my family and my kids and what we're up to.
• 8:37
  Speaker 1: She gets done exactly what she needs to get done right.
• 8:41
  Speaker 1: She does a great job doing it.
• 8:43
  Speaker 1: She cleans my teeth, she engages me.
• 8:45
  Speaker 1: She, you know, does all of the little stuff that hygienists do right.
• 8:48
  Speaker 1: She gets all the plaque off and does the polishy thing and flosses and everything right.
• 8:50
  Speaker 1: She gets all the plaque off and does the polishy thing and flosses and everything right.
• 8:54
  Speaker 1: And she's making sure that I am on track with what I need to be doing.
• 8:57
  Speaker 1: She finishes what she needs to do.
• 8:59
  Speaker 1: Go gets Dr Jeff.
• 9:00
  Speaker 1: He comes in, he verifies everything.
• 9:02
  Speaker 1: Looks amazing.
• 9:03
  Speaker 1: I don't feel like he's selling me anything that I don't need, no dental procedures that I don't want or don't seem necessary.
• 9:12
  Speaker 1: I don't feel like he's trying to talk me into more work uh, getting more work done on my mouth that really isn't needed, right.
• 9:18
  Speaker 1: They're delivering the service that they promised in a quick, professional manner that is consistent every single time.
• 9:25
  Speaker 1: And I left the office thinking, gosh, what a great dentist.
• 9:29
  Speaker 1: And if anyone ever asks me like, hey, we just moved to the area, do you have a dentist?
• 9:33
  Speaker 1: Of course I would recommend Dr Jeff.
• 9:37
  Speaker 1: Or, if I have a client or a friend that's talking about their son that went to the dentist and had this horrible experience, oh my goodness.
• 9:43
  Speaker 1: Well, absolutely, you should try my dentist.
• 9:44
  Speaker 1: You should try Dr Jeff.
• 9:45
  Speaker 1: He's amazing, they're great with kids and you know what?
• 9:49
  Speaker 1: He doesn't have to take me to dinner.
• 9:51
  Speaker 1: He doesn't have to host me on a yoga retreat.
• 9:54
  Speaker 1: He doesn't have to send me a handwritten birthday card.
• 9:58
  Speaker 1: He doesn't have to do any of this stuff.
• 10:00
  Speaker 1: And I'm still going to think he's a fantastic dentist and I'm still going to prefer him because he is doing exactly what I've paid him to do, or what I've engaged him to perform for me, with a high level of customer service relative to the expectation.
• 10:19
  Speaker 1: And so I think sometimes in a service-based business, right, we put so much emphasis on going over and above and that if you're not doing all of these things, your clients aren't going to refer you to people.
• 10:32
  Speaker 1: And you know what?
• 10:38
  Speaker 1: I hadn't done a client appreciation event in four or five years, and our referrals just continued to go up.
• 10:41
  Speaker 1: Do you know why?
• 10:41
  Speaker 1: Well, because when people show up to our office, we're on time, we are prepared.
• 10:47
  Speaker 1: Whoever is at the front desk is super friendly and nice and engages with them and greets them by name and seats them in the conference room.
• 10:55
  Speaker 1: That's nice and clean.
• 10:56
  Speaker 1: I rolled in right on the hour with an agenda, you know, prepared and ready to discuss.
• 11:03
  Speaker 1: We provided the service that our clients expected.
• 11:05
  Speaker 1: We did a fabulous job doing their financial plans.
• 11:08
  Speaker 1: We wrap up on time.
• 11:10
  Speaker 1: We give them everything that we said they were going to give them.
• 11:12
  Speaker 1: We follow up on all of the things that we're supposed to follow up on.
• 11:15
  Speaker 1: We help facilitate anything that needs to be facilitated in the highest, most concierge level way that we can and, frankly, I think that it's enough.
• 11:25
  Speaker 1: I think it's enough.
• 11:26
  Speaker 1: It's the dentist rule, right?
• 11:28
  Speaker 1: So if someone is talking about needing a financial planner, that is the stuff that really really matters, right?
• 11:34
  Speaker 1: We want our clients saying, oh, my gosh, you're going to love them.
• 11:37
  Speaker 1: They give really really great service, or they tell you exactly what's going to happen next, or you know the work that they do.
• 11:45
  Speaker 1: They're always prepared, it's always high level, we're always learning something new.
• 11:49
  Speaker 1: We're never being sold, it's not.
• 11:52
  Speaker 1: Hey, our financial planner is amazing because she takes me out to dinner and we're best friends, right?
• 11:56
  Speaker 1: Dr Jeff is not my friend and I'm okay with that and, frankly, like I don't really.
• 12:01
  Speaker 1: You know Dr Jeff's cool and all, but I really don't even want to be friends with Dr Jeff.
• 12:05
  Speaker 1: And that doesn't mean that I'm not going to refer him, um, but it does mean that he does take really good care of my teeth.
• 12:13
  Speaker 1: And when people leave, you know we want our clients leaving our office saying, oh, she took care of exactly what we needed.
• 12:19
  Speaker 1: She's not selling us on anything that we don't need.
• 12:22
  Speaker 1: She provided that comprehensive, holistic advice.
• 12:25
  Speaker 1: That's what we're looking for.
• 12:26
  Speaker 1: Um, they take care of everything.
• 12:28
  Speaker 1: Right, we need to roll over money.
• 12:30
  Speaker 1: They do it for us.
• 12:31
  Speaker 1: If there's an error on something, they fix it right.
• 12:33
  Speaker 1: That is enough.
• 12:35
  Speaker 1: Now am I saying if you take out your clients to dinner, that's a terrible idea, absolutely not Okay.
• 12:40
  Speaker 1: So I want to make sure that I'm super, super crystal clear on that.
• 12:43
  Speaker 1: It's a great idea If you have the time, the energy.
• 12:47
  Speaker 1: Time, the energy, the bandwidth, the desire.
• 12:52
  Speaker 1: Seeing your clients socially is great, right, as long as you have decorum and you're a fun person to hang out with, right.
• 13:04
  Speaker 1: It's only going to enhance the client experience.
• 13:05
  Speaker 1: So I'm not saying don't take your clients out to dinner.
• 13:08
  Speaker 1: I want to be really, really clear, because I feel like every time I share something maybe a little bit more opinionated or controversial, I'll always get a couple of texts and well, I take my clients out to dinner and it's been a huge success for us.
• 13:18
  Speaker 1: Yes, absolutely.
• 13:19
  Speaker 1: You are not who I'm speaking to, you do you?
• 13:23
  Speaker 1: Who I'm speaking to is that advisor who's like.
• 13:26
  Speaker 1: I am already so overwhelmed I don't have time to do these extra things and I am feeling less than or like a failure because of it.
• 13:34
  Speaker 1: The absolute what I have learned over the last two decades in this industry is the absolute best way to get more clients, to get referrals, to make more money All of the things is to do an exceptional job at what our clients engaged us to do.
• 13:53
  Speaker 1: Now, you might be the most friendly, amazing person in the whole wide world and your clients love you dearly as a person, but if you are failing them as a financial advisor, I would not expect that same level of results, in fact, if you become too buddy buddy now, I did have clients that I was friends with and we did have some clients that I saw outside of the office, had a few you know events where my husband and I at the time went on um with my one of my teammates and her husband and some clients of ours.
• 14:23
  Speaker 1: We've all went out to dinner.
• 14:25
  Speaker 1: I mean, we we did do that kind of stuff very, very rarely and on very rare occasion, and so I'm not saying that it's bad, but what I want to do is talk to that advisor who's like I can't do it all.
• 14:38
  Speaker 1: I want to work from nine to five.
• 14:40
  Speaker 1: I want to leave my office at the office.
• 14:42
  Speaker 1: When I get home, I'm in mom mode, I'm in dad mode, I need to be dating my spouse.
• 14:47
  Speaker 1: I have so many other parts of me that exist outside of the four walls of my office and I want to take that pressure off of you that if you're not doing those things, it does not mean your business is bound to fail or that you're not delivering an exceptional client experience.
• 15:06
  Speaker 1: You absolutely can still do that.
• 15:08
  Speaker 1: So when we talk about, like in our group coaching program, or when I'm coaching one-on-one, when we're talking about client experience, right, there's all of these things that we can, we can do for our clients that enhance the experience, but it doesn't mean that they're all necessary.
• 15:22
  Speaker 1: So I'm going to give you a couple of tools today that I want to work through.
• 15:26
  Speaker 1: So one of the things I like to talk about is rating everything that we're doing on a difficulty to impact scale.
• 15:33
  Speaker 1: So think about, like a Y axis being difficulty, like how difficult is this thing to execute, and compare it to how impactful is this?
• 15:44
  Speaker 1: Like how, how does this impact our clients?
• 15:46
  Speaker 1: And so we talk about this a lot, you know, here at the efficient advisor, because what we're wanting to do is use impact as a KPI, right?
• 15:56
  Speaker 1: How can we measure impact on our clients?
• 15:58
  Speaker 1: How can we actually look at everything that we're doing through the lens of is this actually impactful?
• 16:04
  Speaker 1: So you've heard me say this before when it comes to establishing your process, right, is there anything you can automate?
• 16:10
  Speaker 1: Is there anything you can delegate?
• 16:12
  Speaker 1: Is there anything that you can delete?
• 16:17
  Speaker 1: And is there anything that you can streamline through templates, um, you know, checklists, et cetera, and I want to pay special close attention to this idea of delete.
• 16:25
  Speaker 1: So I was just going through a service model with an advisory team and we were doing this, right, we were rating everything on difficulty and impact with an advisory team and we were doing this right.
• 16:33
  Speaker 1: We were rating everything on difficulty and impact and as we were going through their client service calendar.
• 16:36
  Speaker 1: They were talking through, like as a team, like how impactful is this?
• 16:40
  Speaker 1: Like, is this a one?
• 16:42
  Speaker 1: We rated everything on a scale of one to four.
• 16:44
  Speaker 1: Is this a one, is this a four?
• 16:47
  Speaker 1: And then we laid out their service calendar for the following year and the conversation surrounded like, how many difficulty points?
• 16:53
  Speaker 1: Right, same thing, one to four.
• 16:55
  Speaker 1: How many difficulty points um are do we currently have?
• 16:58
  Speaker 1: Like, how hard is this for our team to execute?
• 17:00
  Speaker 1: And then, how impactful is it?
• 17:04
  Speaker 1: And how can we increase that impact score and potentially decrease difficulty?
• 17:10
  Speaker 1: And so they really were, you know, judicious in going through something like everything.
• 17:17
  Speaker 1: Like, okay, we send birthday cards.
• 17:18
  Speaker 1: Okay, how difficult is that?
• 17:19
  Speaker 1: Not difficult.
• 17:20
  Speaker 1: How impactful is that?
• 17:22
  Speaker 1: Also not impactful?
• 17:23
  Speaker 1: And then the conversation is maybe that's a one on impact.
• 17:28
  Speaker 1: Right, it's a nice thing to do.
• 17:29
  Speaker 1: Our clients love it.
• 17:30
  Speaker 1: It's also not hard to do.
• 17:30
  Speaker 1: Uh, our clients love it.
• 17:31
  Speaker 1: It's also not hard to do Okay, do we keep it?
• 17:32
  Speaker 1: Do we get rid of it?
• 17:33
  Speaker 1: Maybe you keep it because it's low difficulty compared to low impact.
• 17:37
  Speaker 1: What we're wanting to avoid is things that are high difficulty, low impact, right, uh, high difficulty, high impact, great, low difficulty, high impact, great, uh, you heard me talk about when we talked about Blake Brewer's legacy letter, that that's kind of a medium to low difficulty, super, super high impact rate.
• 17:55
  Speaker 1: That's the kind of stuff that we're looking for, and what this team was then doing was ruthlessly taking okay, how many difficulty points per year?
• 18:04
  Speaker 1: Like did we have last year?
• 18:05
  Speaker 1: Like how many?
• 18:06
  Speaker 1: Let's say, we did X number of things on our client service model.
• 18:10
  Speaker 1: How impactful were they?
• 18:11
  Speaker 1: How difficult were they?
• 18:12
  Speaker 1: Can we actually take the time that we were spending on that activity that was low difficulty, low impact?
• 18:18
  Speaker 1: Can we redeploy that effort into something that's a little bit higher impact, right?
• 18:25
  Speaker 1: So that's something that you can look at um as a as a tool to kind of measure, year over year, the amount of impact that you're having on your clients, or just can look at um as a as a tool to kind of measure, year over year, the amount of impact that you're having on your clients, or just to look at everything through the lens.
• 18:35
  Speaker 1: So same thing with you know if you're doing you know I hate the word review meetings, but if you're doing strategy, annual strategy sessions, or you know semi-annual strategy sessions, whatever, um, looking at your agenda and actually looking at each of the items on there and saying how impactful is this agenda?
• 18:55
  Speaker 1: You know is just reviewing this, yada, yada.
• 18:56
  Speaker 1: Is that actually really impactful?
• 18:57
  Speaker 1: What would I give that on a scale of one to four?
• 18:58
  Speaker 1: And should you reduce the content of your agenda but make it more impactful?
• 19:03
  Speaker 1: Like, could you reduce the number of bullet points on your agenda but make sure it's more impactful?
• 19:08
  Speaker 1: And so looking at everything through that impact lens is going to make a big difference on your referability, on the relationship with the that you have with your clients.
• 19:18
  Speaker 1: All you have to do is an amazing job.
• 19:21
  Speaker 1: Just like Jeff the dentist is a great dentist, I will happily refer him because he does a great job, he shows up on time, he's professional and he delivers a high quality experience for the services that I've engaged him to do.
• 19:36
  Speaker 1: He does not have to take me on a yoga retreat.
• 19:38
  Speaker 1: He does not have to send me a birthday card.
• 19:40
  Speaker 1: He does not have to do any of those things to be really referable.
• 19:44
  Speaker 1: In my eyes, what makes him referable is that he can deliver the same experience high quality experience consistently.
• 19:54
  Speaker 1: So you have to have processes in place for your client experience to make sure that you are delivering an exceptional client experience and keep in mind that it can be done from nine to five or eight to four, monday through Thursday, monday, whatever your hours are, as long as you have a process that you and your team can follow on.
• 20:16
  Speaker 1: Follow, you know, follow and deliver on consistently.
• 20:20
  Speaker 1: That's the most important thing.
• 20:21
  Speaker 1: So I just want you to take some of the pressure off that it's not all of those extra things while they're amazing and super cool and definitely can add to your overall client experience, they aren't necessary.
• 20:34
  Speaker 1: So for those of you that just took a big deep breath and are like oh, thank you for giving me permission to spend my nights and weekends with my family and thank you for giving me permission to just really focus on the impactful things for our clients that deliver an exceptional client experience.
• 20:52
  Speaker 1: The other thing I was going to mention before is the other thing that kind of can happen.
• 20:57
  Speaker 1: And again, I'm not saying don't be friends with your clients.
• 20:59
  Speaker 1: So please, please, please, don't hear me.
• 21:00
  Speaker 1: I had tons of clients that we were friends with, but if you are really good friends with your clients and your friendship is first and your client experience, like your actual planning side, is not so great.
• 21:10
  Speaker 1: Your friends are going to have a difficult time telling you that.
• 21:14
  Speaker 1: So when you're coming to clients looking for feedback about, maybe, a potential service calendar, or you're saying, hey, here's our theme for 2025.
• 21:22
  Speaker 1: Here's what we're going to be going through, right, your friends might have a harder time saying, hey, you let me down here.
• 21:27
  Speaker 1: Or, ooh, I noticed this thing and that could really be buttoned up.
• 21:30
  Speaker 1: Or, as your client, I was frustrated by blah, blah, blah.
• 21:34
  Speaker 1: So if you're one of those advisors who's consistently engaging your clients in a feedback loop which you should be, um and asking them to help you identify the areas of your practice that you want to improve, or how to take what your strengths are and make them even better, and making sure that what you're doing is actually impactful for your clients, right, finding out.
• 21:52
  Speaker 1: Do you read these newsletters?
• 21:54
  Speaker 1: Does this matter?
• 21:55
  Speaker 1: Do you find this helpful?
• 21:56
  Speaker 1: If this disappeared, would you even notice?
• 21:59
  Speaker 1: Right?
• 21:59
  Speaker 1: What if we added X, y or Z?
• 22:01
  Speaker 1: How would that make you feel?
• 22:02
  Speaker 1: Right?
• 22:03
  Speaker 1: So we want to be engaging our clients in feedback so that we understand what actually matters to our ideal client avatar.
• 22:11
  Speaker 1: And this is to where you know, the tighter and tighter you can get on your niche and who you're working with and understand what the needs of your ICA hat, like our.
• 22:21
  Speaker 1: What does your ICA want?
• 22:22
  Speaker 1: What does your ideal client avatar need?
• 22:24
  Speaker 1: What are some of the idioms that they're using?
• 22:26
  Speaker 1: What are they afraid of?
• 22:27
  Speaker 1: What are they worried about?
• 22:28
  Speaker 1: How do they make buying decisions?
• 22:30
  Speaker 1: The more and more you know about your clients, the more dialed in you can make your service calendar to addressing the wants, needs and desires of your ideal client avatar.
• 22:40
  Speaker 1: So I hope that was helpful for you.
• 22:43
  Speaker 1: I know again I'm going to get people saying, oh, you should definitely be friends with your clients and socializing is proven to do blah, blah, blah.
• 22:49
  Speaker 1: Okay, great, totally agreement.
• 22:51
  Speaker 1: I'm not disagreeing with you One iota.
• 22:54
  Speaker 1: I'm just sharing with you that you don't have to in order to become a referral only practice or in order to deliver a high quality client experience.
• 23:05
  Speaker 1: It's nice, but not required.
• 23:07
  Speaker 1: It's wonderful, but not completely necessary.
• 23:11
  Speaker 1: If you can just focus on doing an exceptional job at what your clients engaged you to do, you will be in amazing shape.
• 23:21
  Speaker 1: All right, if you have any questions, comments, concerns, I'd love to engage with you over this topic over in the efficient advisor community on Facebook, and you know how to get ahold of me over on LinkedIn.
• 23:34
  Speaker 1: Love, when you guys DM me, please feel free to send me through the efficient advisor community podcast topics.
• 23:40
  Speaker 1: Please DM me podcast topics.
• 23:42
  Speaker 1: I love, love, love hearing from you guys.
• 23:44
  Speaker 1: And what would be most helpful, whether it's a specific like hey, I'd love for you to do a podcast on X, y and Z, or hey, I'm struggling with this.
• 23:53
  Speaker 1: Or here's a frustration that I had in the financial planning, you know, ecosphere.
• 23:57
  Speaker 1: I would love to hear from the, from you guys, and help address some of those things.
• 24:01
  Speaker 1: So, anyways, I hope this episode was helpful.
• 24:04
  Speaker 1: I hope it gave you the opportunity to step back and take a deep breath and recognize that you can be an exceptional dentist, financial planner, hairdresser all of the above without having to be besties with all of your clients.
• 24:20
  Speaker 1: All right, hope you guys have an amazing rest of your week.
• 24:24
  Speaker 1: Thank you.