Latest / The Efficient Advisor: Tactical Business Advice for Financial Planners / 210: Ideas to Implement -- The Client Experience Cheat Code

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210: Ideas to Implement -- The Client Experience Cheat Code · The Efficient Advisor: Tactical Business Advice for Financial Planners

• 0:01
  Speaker 1: Quick shout out to Edward Jones peeps and to Thrivent peeps.
• 0:03
  Speaker 1: So, thrivent folks, a lot of you have been emailing and asking questions about if the content of the Systems to Scale group coaching is the same to the Practice Excellence series that we used to host live in Cincinnati, the two-day workshop.
• 0:18
  Speaker 1: No, not the same at all.
• 0:20
  Speaker 1: Totally different experience.
• 0:22
  Speaker 1: Obviously, this is a weekly 10 month program so we cover a whole heck of a lot more than we could in just two days here in Cincinnati.
• 0:31
  Speaker 1: And to my Edward Jones people quick shout out to you guys you can use BEP dollars to pay for the systems to scale group coaching program and I've got all of the details on how to do that out on the website.
• 0:41
  Speaker 1: So you can click the link in the show notes or you can head out to the efficient on how to do that out on the website.
• 0:43
  Speaker 1: So you can click the link in the show notes or you can head out to the efficientadvisorcom and check out the coaching tab.
• 0:50
  Speaker 1: The next round of group coaching starts August 22nd.
• 0:54
  Speaker 1: It's every Thursday from 1 to 2 PM Eastern.
• 0:58
  Speaker 1: It is a combination of prerecorded content, small group pods.
• 1:03
  Speaker 1: We've got live coaching.
• 1:05
  Speaker 1: There will also be monthly office hours to make sure you are getting everything you need from a support perspective to help you build out the most important processes inside your financial planning practice.
• 1:15
  Speaker 1: And you know me, I've got samples, examples, templates galore, and then also have my six favorite industry peeps contributing some content.
• 1:25
  Speaker 1: So you'll see stuff from Matt Jarvis, from Brendan Fraser, from Deirdre Van Ness, from Ben Olson, from Kate Guillen, from Robin Crane.
• 1:33
  Speaker 1: There is just a bunch of exciting extras that we've added to the program this round.
• 1:38
  Speaker 1: So if you are interested, I hope you join us.
• 1:41
  Speaker 1: I promise the results are well worth the investment of time, money and energy, and I promise just a few more weeks and I will stop talking about the small group program, because registration will be closed on August 9th.
• 1:56
  Speaker 1: And so, as you know, every week my objective is to create a short, sweet kind of follow-up episode to the longer format episode from earlier in the week, and this week's episode was all about the client experience, and if you're new here, welcome.
• 2:14
  Speaker 1: I am your host of the Efficient Advisor, libby Grywe.
• 2:16
  Speaker 1: I built from scratch 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.
• 2:27
  Speaker 1: I am here just to walk, walk alongside you and to show you how to do exactly the same thing, to give you the tools, the templates.
• 2:33
  Speaker 1: You know I want to help you take immediate action on the most important strategies for scaling, organizing and creating less stress and overwhelm in your business.
• 2:42
  Speaker 1: So we are here to cut through the fluff, to cut through all of the industry yada, yada that's happening of what you should and shouldn't be doing and really getting down to the nitty gritty of what matters and actually moves the needle in your business.
• 2:56
  Speaker 1: So it is time to take that one right next step to build a business and a life that you love.
• 3:04
  Speaker 1: So, as I mentioned, this week's episode was all about client experience, and I basically gave you two very simple tools to help you analyze your own personal client experience process and, yes, it absolutely must be a process that you have documented inside of your business.
• 3:23
  Speaker 1: Client experience is really, really important because it literally touches everything.
• 3:28
  Speaker 1: Every single interaction you have with your client is part of your client experience.
• 3:33
  Speaker 1: So I gave you two very rudimentary, very simple exercises to do, really three.
• 3:39
  Speaker 1: So the first one was thinking about every single interaction that your office has with clients through the lens of a happy, sad or mid face and just ignore those teenagers in the background.
• 3:53
  Speaker 1: It's summer, y'all, and I'm trying to work from home, so it is what it is, but anyways.
• 3:59
  Speaker 1: So we talked about the meh, mid and happy face and really how to look at every single I mean you have to go back and listen to the long episode but really looking at every single interaction, whether it's the script that your team is using, the welcome emails you're sending, the email templates before, during, after, in between meetings, everything how can you move it even from a mid interaction to a happy phase?
• 4:23
  Speaker 1: Because every time I'm out talking and I mentioned this idea of being 100% referral only, right, I always have people come up to me afterwards and go how do I, how do I get to that place of being referral only?
• 4:34
  Speaker 1: And I shared in the episode that it's a couple of things and one of them was creating an exceptional, very experiential experience for your clients, making sure that every interaction is top notch and you don't have to go above and beyond and do all these crazy extras.
• 4:48
  Speaker 1: You heard me talk about that episode where I said I don't think you need to wine and dine clients, you don't need to go out to dinner, you don't need to do all these things that I feel like the industry puts a lot of pressure on us to do.
• 4:58
  Speaker 1: You really can do I don't want to say the bare minimum, because that's not what I mean but you really can just do a great job at the job that you've been hired to do, which is financial planning, and do that exceptionally well from a very experiential standpoint.
• 5:14
  Speaker 1: We also talked about the other kind of rudimentary exercise really being how do you appeal, whether it's virtual or in-person, how do you appeal to your client's different senses, how do we think about how they feel and how all of these different senses play into the experience that they're having with you?
• 5:31
  Speaker 1: So in the long format episode I walk through kind of the difference between like a Six Flags or a Kings Island or Cedar Point If you're from Ohio you know what I'm talking about Bush Gardens my people are out there um compared to like a Disney world.
• 5:43
  Speaker 1: So how can you, how can Disney, charge a premium for their service?
• 5:47
  Speaker 1: And I walk you through the experience that we had the very first time that we booked our first family vacation to Disney World and just all of the little things that happened along the way that built up towards the excitement where we were just ready to spend copious amounts of money on the Disney experience because of the things that they did intentionally and actually.
• 6:08
  Speaker 1: Something I forgot to mention in the long format episode, now that I think about it, is what happened afterwards, so even after our Disney experience.
• 6:15
  Speaker 1: So after we got home, the laundry was done, the vacation was over, kids were back at school, we were back at work, you know all of the things.
• 6:24
  Speaker 1: Disney sent then an autographed Mickey picture to my children.
• 6:28
  Speaker 1: So not only did we have a before and during experience, they also really put a bow on it by doing something they didn't have to do.
• 6:37
  Speaker 1: Right, that was just that additional Disney extra.
• 6:41
  Speaker 1: So I want you to look at your client experience through these two different exercises.
• 6:47
  Speaker 1: The third exercise I mentioned in the video was really this idea of very much going like as a team through your whole experience, whether it's a virtual experience or an in-person experience, but really literally going out to the parking lot and saying like, what does it look like, what does it feel like, what does it smell like, what do we see, what do we hear, what are we touching?
• 7:05
  Speaker 1: What is the experience like for our clients?
• 7:07
  Speaker 1: What are the emails like, what are the different interactions with our team?
• 7:13
  Speaker 1: What do they feel like?
• 7:14
  Speaker 1: Where do we get stuck?
• 7:15
  Speaker 1: And I talked to you about taking a look at all of the different companies that you interact with over the next month.
• 7:22
  Speaker 1: So, whether that's in person or virtually, and like what is the experience like?
• 7:26
  Speaker 1: So go back and listen to the episode.
• 7:28
  Speaker 1: I think it gives a lot of really good examples of how to create experience for your clients and, again, it doesn't have to be these over the top.
• 7:36
  Speaker 1: I'm not saying you have to have fireworks, you know, shooting off your office after a client signs a rollover form or anything along those lines.
• 7:43
  Speaker 1: But how do we make this a concierge level experience?
• 7:46
  Speaker 1: How do we facilitate our start to finish process without friction?
• 7:51
  Speaker 1: How do we make it as easy as possible for your clients to work with us?
• 7:54
  Speaker 1: And how do we also then elevate that experience so that we can walk them across what I call the invisible bridge, right Of how do they feel before they work with us and then how do they feel working with us and what do they feel like as ongoing clients of ours.
• 8:08
  Speaker 1: So go ahead, go back and take a listen to the full episode.
• 8:11
  Speaker 1: Um, I hope you guys enjoy client experience conversations as much as I do.
• 8:16
  Speaker 1: There's a bunch of episodes about client experience on this podcast, for you know well into the two hundreds now with episodes.
• 8:22
  Speaker 1: So go back and take a listen to anything client experience related if this is your jam.
• 8:28
  Speaker 1: And, of course, you can also join us inside of the Systems to Scale group coaching program.
• 8:32
  Speaker 1: Registration is currently open and closes August 9th, and we do have a limited number of spots and we are filling up quickly.
• 8:39
  Speaker 1: I'm super duper excited about some of these advisors that you probably know from LinkedIn or from you know they're a quote unquote advisor famous that have joined us in the group.
• 8:50
  Speaker 1: I'm so excited for just the variety, the diversity, the different types of businesses.
• 8:56
  Speaker 1: We've got broker dealer advisors, we've got RIA advisors the whole gamut and it's going to be very, very cool.
• 9:01
  Speaker 1: The results that people have been getting from the program have just been phenomenal.
• 9:06
  Speaker 1: So I hope you at least consider joining us.
• 9:09
  Speaker 1: Make sure you check out the systems to scale group coaching page.
• 9:12
  Speaker 1: I'll drop the link in the show notes and then, of course, you can head out to the website, the efficientadvisorcom, and click on the coaching tab, where you can learn more about one-on-one options and then also, of course, the group coaching program.
• 9:24
  Speaker 1: Thank you so much, and I hope you guys have an amazing rest of your week.
• 9:28
  Speaker 2: My name is Todd Lester and I just finished the Efficient Advisors System to Scale Coaching Program.
• 9:34
  Speaker 2: I'm a hybrid advisor with our own RIA and brokerage business through and we're located in Champaign, illinois.
• 9:42
  Speaker 2: After hearing Libby speak on several podcasts, I contacted her for some individual coaching and then joined the group coaching program.
• 9:52
  Speaker 2: Libby is the best I know at creating processes, templates, systems and efficiencies in a financial advisory business.
• 10:01
  Speaker 2: There have been so many things, and often little things, that have added together to help me make a big improvement in better client experience, leader for my team and better at running my business.
• 10:14
  Speaker 2: I would strongly encourage advisors to listen to Libby's podcast and, if they want to take it to the next level, join the Systems of Scale coaching program.