Latest / The Efficient Advisor: Tactical Business Advice for Financial Planners / 160: How To Do a Client Communications Audit to Make Clients Feel Valued

Transcript

160: How To Do a Client Communications Audit to Make Clients Feel Valued · The Efficient Advisor: Tactical Business Advice for Financial Planners

• 0:00
  Speaker 1: Today we are diving into all things kind of surrounding client communication.
• 0:06
  Speaker 1: Where we know every email, every call, every text, every meeting, every interaction with the client becomes an opportunity to really just strengthen the bond and the connection that you have with your clients and elevate your business to new heights.
• 0:23
  Speaker 1: Today's episode we're diving deep into kind of the art and the science of communicating with clients through different mediums.
• 0:31
  Speaker 1: And imagine if you could decode your clients' preferences in the same way that you might understand the love languages of a spouse.
• 0:42
  Speaker 1: And we hear about the importance of effective communication all the time, right, but what if we approached it with the same thoughtful consideration that we give to our closest relationships?
• 0:54
  Speaker 1: After all, the clients.
• 0:55
  Speaker 1: They're the lifeblood of any business and understanding the nuances of how they prefer to receive information and how they best receive information can make all the difference.
• 1:06
  Speaker 1: The caveat, or the twist to that is is that you can't customize everything right.
• 1:11
  Speaker 1: So, surprise, surprise, I've got a process for that.
• 1:15
  Speaker 1: So today I'm going to introduce you to the communications audit, and this is something that we use inside of our group coaching program.
• 1:24
  Speaker 1: As we create processes, we build out our process and then we run them through a communications audit.
• 1:31
  Speaker 1: This way, we can make sure we are connecting with our clients and speaking in a language that they all not only just understand, but truly appreciate.
• 1:43
  Speaker 1: So I'm going to share with you some of the nuances of how to execute an effective communications audit inside of your own financial planning business.
• 1:52
  Speaker 1: All right, let's go Look.
• 2:04
  Speaker 1: I know you're here because you know it is possible to have energy left over for your family and still have your dream business, and you know what I'm talking about the business that you are running, instead of it running you.
• 2:18
  Speaker 1: If you're new to the efficient advisor, welcome.
• 2:20
  Speaker 1: I'm Libby Gray.
• 2:21
  Speaker 1: I started from scratch, built and sold by age 37, a 100% referral only planning practice that I grew from $0 to seven figures as a solo advisor, all while working just three days a week and taking off 14 weeks a year to lean into being a mom, a wife, a sister, a friend, a daughter and, frankly, a travel obsessed human who loved taking vacations and spending time with her family.
• 2:47
  Speaker 1: And I'm here just to walk alongside you and to show you how to do exactly the same and to help you take immediate action on the most important strategies for scaling, organizing and creating less stress and overwhelm in your business.
• 3:00
  Speaker 1: We are about to transform your practice, so move over exhaustion and get out of the way.
• 3:06
  Speaker 1: Advisor.
• 3:07
  Speaker 1: Add, it's a real thing.
• 3:08
  Speaker 1: It is time to take that one right next step to build a business and a life that you love.
• 3:16
  Speaker 2: My name is Jen Becker and I'm a financial advisor in Faribault, minnesota.
• 3:20
  Speaker 2: I went through Libby's program and her coaching is, hands down, the best training I've had in my 16 years as a financial advisor.
• 3:27
  Speaker 2: Each session I come back with dozens of new ways to streamline my processes and I can get it all done in less time.
• 3:34
  Speaker 2: Libby gives you all the tools and templates to truly build out your systems.
• 3:38
  Speaker 2: I've tripled my revenue while working less since signing up with the efficient advisor.
• 3:43
  Speaker 2: Your business is worth the investment of your time, your energy and your money.
• 3:47
  Speaker 2: You will not regret going through this program.
• 3:51
  Speaker 1: Okay.
• 3:51
  Speaker 1: So I just want to make sure I call out that Jen mentioned that she has literally tripled her revenue while working less than ever before.
• 4:01
  Speaker 1: And Jen's amazing.
• 4:02
  Speaker 1: She is a amazing financial advisor, a mama for, in Faribault, minnesota.
• 4:08
  Speaker 1: So you don't have to be in East Coast or West Coast or major cities to make seven figures and work a couple days a week.
• 4:18
  Speaker 1: Jen is doing almost the exact same schedule that I was doing while I was running my business and she's just such a great testimony to how, if you invest in yourself and you put the time and the energy and the effort into building out systems and processes, you can truly streamline your practice and build a business that wraps around the life that you want to have.
• 4:39
  Speaker 1: So I invite you to join the Systems to Scale Group Coaching program and mastermind it launches.
• 4:46
  Speaker 1: We start January 9th.
• 4:48
  Speaker 1: It's every Tuesday from 1230 to 130 Eastern Standard Time.
• 4:53
  Speaker 1: All the calls are indeed recorded and it's a combination of live coaching, pre-recorded masterminds, breakout rooms, hot seat coaching, pre-recorded content, all the things, and we essentially walk through a lot of the major processes in your business and get all of that stuff that has been just living on your to-do list for the last I don't know, six months, two years, maybe, if you're like me, five years where you're like.
• 5:21
  Speaker 1: Okay, I know I need to build a process for this.
• 5:23
  Speaker 1: I know I need to systematize, I know they need to automate, I know I need to delegate, I know, I know, I know, I know, I know, I know and actually just moving them over to the DUNS and we're going to support you all along the way with accountability and community and diversity and templates and all the things, the standard operating procedures, samples, examples, the framework.
• 5:43
  Speaker 1: You need it.
• 5:44
  Speaker 1: So, instead of you out there flailing around trying to make time, 2024 is your year to invest in yourself and to join myself.
• 5:52
  Speaker 1: We have a couple spots left.
• 5:54
  Speaker 1: I'm so excited.
• 5:55
  Speaker 1: You guys, the variety in this group is going to be so, so fun.
• 5:59
  Speaker 1: So if you are on the fence, make sure you go back and listen to episode 158 of this podcast.
• 6:05
  Speaker 1: So just a couple of weeks ago, it was all about the systems to scale group coaching program, what it is, what it isn't, what we cover, what we don't cover, who it's right for who it's not right for all the details.
• 6:19
  Speaker 1: But the the cart for this or the registration for this will remain open until we are either a full, which is almost the case, or be December 28th, so I truly, truly hope you can join us.
• 6:32
  Speaker 1: It will revolutionize and change your business, hopefully in the same ways that it did for Jen and for the hundreds of other advisors that I have worked with over the last oh gosh almost 10 years now as a coach and many more as a mentor.
• 6:48
  Speaker 1: So I'm excited.
• 6:50
  Speaker 1: We've got a great curriculum, I've got it all organized and formatted and we've got a great framework for you to work within.
• 6:57
  Speaker 1: And it's a great opportunity to especially if you're feeling like you're in a little bit of a silo to build some community with other advisors.
• 7:04
  Speaker 1: And one of the kind of the cool side effects is we leave the community open beyond the 10 months of the coaching program so that you can continue to work with and share and engage with the other advisors that you get to know, cause we're together for almost a year and so you get to know other people and their practices and their businesses, and I'm excited for you guys.
• 7:22
  Speaker 1: But all right, so a communications audit is something that we talk about inside of the group coaching program.
• 7:27
  Speaker 1: So right now, for the cohorts that started back in August, we are getting to the end of building that start to finish financial planning process.
• 7:37
  Speaker 1: So, from the moment a prospect reaches out to you or you reach out to them to the point where they become a long-term client of yours.
• 7:47
  Speaker 1: So we're talking discovery meetings.
• 7:49
  Speaker 1: We're talking gathering of the data.
• 7:51
  Speaker 1: We're talking about the first initial face to face of virtual meetings.
• 7:57
  Speaker 1: We're talking about gathering data.
• 7:58
  Speaker 1: We're talking about analysis and recommendations meetings or rough draft meetings or one page financial plan meetings or whatever it is that your process is.
• 8:07
  Speaker 1: We help you narrow down and define what your process is at a high level.
• 8:13
  Speaker 1: Then we break it down into the little tactical pieces like, literally, what are all of the minute steps that could potentially happen before, during and after a meeting?
• 8:22
  Speaker 1: And then we come through and we're going to be applying a communications audit to this process before we button it up.
• 8:29
  Speaker 1: So let me explain a little bit about what that looks like.
• 8:32
  Speaker 1: So this idea was inspired by a book by Joey Coleman and I will link it in the show notes for you guys.
• 8:40
  Speaker 1: Joey Coleman is a customer retention expert and he's one who comes in and helps companies not just gain employees but really just genuinely keep their customers, and he has developed a methodology called the first 100 days, which is aimed at improving customer experience and retention.
• 8:59
  Speaker 1: His book Never Lose a Customer Again is really one of the first books that I read about the impact of the first 100 days, and this is where, years and years ago, when I read this for the first time, I was like, oh my gosh, we have got to make so many changes to our onboarding process and I totally recommend the book.
• 9:19
  Speaker 1: When I looked it up before this recording, it was on sale on Amazon for $5.99 if you're a Kindle person.
• 9:27
  Speaker 1: So I mean honestly, I still I don't know about you guys, but every time I read a book I'm always like I can't believe that people give away so much information for like $15 or less.
• 9:39
  Speaker 1: I don't know why, but that always blows my mind when I read a really really good book is like holy smokes.
• 9:45
  Speaker 1: I cannot believe that they're really downloading a lot of life left sins or a lot of life experience and, let's be honest, most books are longer than they need to be in that personal or professional development space.
• 9:56
  Speaker 1: They could probably be shortened down a smidge, but hey, that's where learning how to speed read has really come into a huge help and you've come into play for me, but there's so much wisdom and insight and one of the things that I took away from this book in particular about that first 100 days, or really just about client experience or customer journey in general is this concept of a communications audit and the way that I think of it is.
• 10:24
  Speaker 1: I think of it like love languages.
• 10:26
  Speaker 1: So most people especially if you are in a committed relationship or you've been married you have heard about love languages, so it's a interpersonal relationship communication style concept by Dr Gary Chapman, and if you haven't taken a love languages test, I would totally do it.
• 10:47
  Speaker 1: It is really amazing.
• 10:48
  Speaker 1: I as a mom I had my kids do it here recently and have read the book Love Languages of Teenagers and it's just awesome.
• 10:56
  Speaker 1: It's been so helpful to be able to be intentional about speaking other people's languages.
• 11:02
  Speaker 1: Our natural inclination, if you've read the book, is to speak in the language that we are and that we communicate, like when we receive.
• 11:10
  Speaker 1: The way we receive love is typically the way that we speak love, and so the same idea kind of applies to communication styles.
• 11:18
  Speaker 1: So with our clients, we tend to communicate in the way that we like to be communicated with.
• 11:24
  Speaker 1: However, even if you have a super tight ideal client avatar, which I did in my own business, we had a pretty tight ICA and even though we were pretty tight on who we worked with and our specialty and the niche that we served, our clients still had different communication styles and wanted to be communicated with in different ways.
• 11:46
  Speaker 1: So we had some clients that preferred email.
• 11:49
  Speaker 1: We had some clients that preferred to watch a video.
• 11:51
  Speaker 1: We had some clients that preferred text messages.
• 11:54
  Speaker 1: We had some clients that preferred face-to-face interactions.
• 11:56
  Speaker 1: We had some clients that preferred phone calls, and there's just when you're serving that many clients, there's really no way to be able to deliver communication effectively and efficiently if you're trying to speak everybody else's love language.
• 12:12
  Speaker 1: So instead, the idea of a communications audit is to take a look at all of the interactions that you're having with your clients.
• 12:19
  Speaker 1: And how can we speak different love languages or speak different communication languages so that we're always hitting our clients in slightly different ways, slightly different formats?
• 12:31
  Speaker 1: So instead of trying to have, these are the clients that we verbally talk to.
• 12:36
  Speaker 1: These are the clients that we send long format emails to.
• 12:39
  Speaker 1: These are the clients that we only will do video with Instead of doing that because that makes it really hard.
• 12:45
  Speaker 1: As your favorite systems and processes, girl, it's really really hard to develop a process and then have five different variations of that process depending on the way the clients prefer to be communicated with.
• 12:57
  Speaker 1: So we always liked to gather that information in our client Intel process and if you've listened to the podcast, you know a client Intel process is a way of gathering unique information about your clients that's customized to them.
• 13:11
  Speaker 1: So personal preferences, favorite restaurants, drinks, weird jobs they had in high school, whatever that looks like to you.
• 13:16
  Speaker 1: But one of the things that we tried to gather best from our clients was their communication style and how they prefer to be communicated with, making sure that when we were auditing our processes, that we were coming back and looking at the different styles of communication and making sure that we were doing it in lots of different ways so that our clients could be receiving valuable information in the format that they receive it best.
• 13:45
  Speaker 1: So let me give you an example here.
• 13:47
  Speaker 1: If you've listened to the show or you've heard me talk at a conference this year or a virtual speaking event, I have spent, for whatever reason I have spent a ton of time this year talking about onboarding and that first 100 days experience, for whatever reason, that has just been the most requested keynote, the most requested workshop that I've hosted for advisors.
• 14:11
  Speaker 1: It's a topic that really seems to be really important to people right now, and we look at every process through you guys have heard me say this before too through the three layers of every that should exist in every process, right, there's like the paperwork layer, which is literally like the thing to get the thing done.
• 14:30
  Speaker 1: Then there is the expectations layer, which, if you go back to last week's episode I talked about, the expectations of our engagement document within an onboarding process.
• 14:39
  Speaker 1: And then we've got this third layer of human to human connection, where we're trying to elevate and enhance the client relationship.
• 14:49
  Speaker 1: And so in, let's say, for example, in the group coaching program, we are working, like I mentioned, on that start to finish process and we are getting all of those little teeny tiny tactical tasks down.
• 15:00
  Speaker 1: That, okay, here's that we send this email to the client X number of days before their meeting.
• 15:05
  Speaker 1: They get a reminder phone call and, like, in this there's no standard, everybody's is different.
• 15:09
  Speaker 1: I'm just throwing out a bunch of random examples of what could be happening inside of your business and maybe you send them a pre meeting discovery form via Jot form that you want them to complete and fill out, or perhaps there is a quick intro phone call with somebody from your team to gather some pertinent information.
• 15:29
  Speaker 1: Or maybe you're like my friend, jamie Shalansky, and they gather all of the data from clients before the very first meeting.
• 15:34
  Speaker 1: I don't care who you are, where you live or how you do it.
• 15:37
  Speaker 1: There are going to be little tasks and steps and interactions with your clients before that very first meeting and what we want to do is we want to appeal to all of your clients.
• 15:49
  Speaker 1: Love languages, slash communication styles and I'm just going to keep saying love languages because it's.
• 15:55
  Speaker 1: I don't know why, but if, for whatever reason, when I talk about communication styles, that seems to be the thing that just really resonates with me the most and makes the most sense to me.
• 16:02
  Speaker 1: So annoying little hard work, anza.
• 16:04
  Speaker 1: Some of us love email, right, that is our easiest way to communicate.
• 16:08
  Speaker 1: We send email, we receive email.
• 16:10
  Speaker 1: We're really good at organizing our inbox.
• 16:11
  Speaker 1: Some people email.
• 16:14
  Speaker 1: If you're like me, email I love it.
• 16:15
  Speaker 1: But, holy smokes, I get 47 newsletters a day from my kids' schools and it's just a lot.
• 16:21
  Speaker 1: And sometimes there's like, oh, I wanna come back and read that and I leave it in my inbox and then it gets buried.
• 16:26
  Speaker 1: Now, if you go back to the episode that I did with Amber De La Garza on Stop the Inbox Insanity, I have gotten much, much, much better at inbox management.
• 16:34
  Speaker 1: I will fully acknowledge right hand in the air that that is the worst thing for me.
• 16:39
  Speaker 1: So for me, if my advisor is only gonna communicate with me via email, I'm gonna miss a lot of the value that he or she has to provide to me because it's not my primary language of communication.
• 16:53
  Speaker 1: So when we're building out this process and I'll come back to onboarding here in a second, I promise you can tell that I outline my episodes and sometimes I don't even outline them, and today's one of those.
• 17:03
  Speaker 1: I just like talking, but I will come back to that onboarding piece.
• 17:08
  Speaker 1: But like when we talk about like that start-to-finish planning process and I'm giving that example if here's all the different things that could be happening before that very first meeting, so especially before you even know the client yet.
• 17:18
  Speaker 1: So in our group coaching we're going through right and we have this document, this flow chart, this framework that we're following and we're filling in all of these tasks and then what we're coming back and we're doing is saying and how are we delivering or communicating this to our clients?
• 17:33
  Speaker 1: And we're actually like imagine Excel spreadsheet with all the different communication styles that you could have with clients.
• 17:38
  Speaker 1: Let's see there's snail mail, right, there's video, there's text, there's social media, there's gifts, there's a phone call, there's face to face, like.
• 17:52
  Speaker 1: There's so many different ways that you can communicate with your clients.
• 17:55
  Speaker 1: So imagine like an Excel sheet and all of those are columns and then all of the tasks that we're doing are rows and we're going through and checking the box of like okay, well, how is that being sent?
• 18:07
  Speaker 1: How is that being communicated to the client?
• 18:09
  Speaker 1: How are we doing that?
• 18:10
  Speaker 1: Is it a snail mail piece?
• 18:12
  Speaker 1: Is it a email piece?
• 18:14
  Speaker 1: Is it something that's coming out through like YouTube or social media?
• 18:17
  Speaker 1: Is that a video that we're sending them?
• 18:22
  Speaker 1: Is there a gift?
• 18:23
  Speaker 1: Is it a live meeting?
• 18:24
  Speaker 1: And basically, what we're doing is we're looking for a variety and you can still be heavy on a particular communication style.
• 18:32
  Speaker 1: Again, if you have a love language, you're going to speak that very easily.
• 18:38
  Speaker 1: You have to be really intentional about learning other people's love languages, but that's gonna be the one that comes most naturally to you and the easiest for you to speak to others.
• 18:46
  Speaker 1: So you're gonna have a primary or two communication styles and that's totally okay.
• 18:52
  Speaker 1: But we wanna make sure that we're sprinkling in other communication styles.
• 18:56
  Speaker 1: So I love this idea of like an Excel sheet, kind of visual sort of thing, because you can kind of see, like well, of all the types all the times we interact with our clients, how many are face to face, how many are over the phone, how many are via text, how many are via snail mail how you can kind of visually see, am I doing a little bit of everything.
• 19:17
  Speaker 1: So, for example, let's say a client is coming into your office for the very first time for a face to face meeting.
• 19:23
  Speaker 1: Before that meeting you might send an email to the client saying hey, we're looking forward to seeing.
• 19:30
  Speaker 1: You Just wanted to prepare you for what to expect, and you might have.
• 19:35
  Speaker 1: So like we had an R practice in email where we had a picture of our office building and we would joke.
• 19:41
  Speaker 1: You know that if you looked at our office on Google Maps it would take you about a half a mile up the road.
• 19:46
  Speaker 1: There's a barbecue joint there, which is really really good.
• 19:48
  Speaker 1: But if you're wanting financial planning, you're gonna want to follow these instructions instead.
• 19:51
  Speaker 1: And we had a picture of the office, of the office building, and you know some instructions on where to park and what that might look like and what suite we were and how to find it, and blah, blah, blah, blah, blah.
• 20:06
  Speaker 1: Or I've worked with offices that have a video that shows people like, literally, here is pulling into the parking lot and here's where you can find our building.
• 20:14
  Speaker 1: Like, our goal is to make the process as friction free for clients, as humanly possible.
• 20:22
  Speaker 1: So you can do this in a couple of different ways.
• 20:24
  Speaker 1: You might have an email with some still images of, hey, here's where you can expect to find our office, and it might also have a video.
• 20:33
  Speaker 1: If you prefer to watch a video of how to get to our suite or how do we get to our building, or whatever, you could have a video as well.
• 20:42
  Speaker 1: Or you might just have text explaining where to find it and you might have all three right so that for the very first time, before you get to know these clients that you're already attempting to speak in whatever language they prefer.
• 20:56
  Speaker 1: I know sometimes when I'm Googling, you know computer things, like I'm trying to figure out how to do something, sometimes I like to watch a video, sometimes I just want to see like a PDF with like screenshots that have arrows pointing me in the right direction.
• 21:11
  Speaker 1: Sometimes I don't mind just reading step one, steps two, step three, kind of a text.
• 21:16
  Speaker 1: So imagine that same thing.
• 21:17
  Speaker 1: So, coming back to the onboarding example, you know when we talk about that first 100 days and we talk about how important it is to go.
• 21:26
  Speaker 1: You know when, when you're going from a in-depth financial planning process where you're meeting the clients all the time, you feel like you're doing the different steps of your process with them.
• 21:37
  Speaker 1: You're meeting with them, you're talking about their goals and their dreams and you're gathering their data and you're analyzing their stuff and you're making recommendations and you're clarifying things with them and you're explaining all the details or whatever.
• 21:49
  Speaker 1: Your process is Okay, there's a lot of steps and there's a lot of like high touch.
• 21:55
  Speaker 1: Then they say yes to being your long-term client on an ongoing relationship, whether that's fee based or AUM or, you know, commission or a combination of the above, like whatever.
• 22:06
  Speaker 1: They are committing to a long-term relationship with you and then they default to your client's service model, which is another process that you absolutely should and need to have.
• 22:16
  Speaker 1: What is the frequency and how long does it take for you to execute?
• 22:21
  Speaker 1: Therefore, you can understand how many clients you can afford to have from a capacity standpoint and what level of service you'll be delivering to them, and then you measure that as a KPI of how long does it take for you to serve those clients.
• 22:33
  Speaker 1: And then we want to be able to continue to streamline that service process without giving up on any of the experience or any of the value, in fact really working year over year to increase the value that you're delivering to clients by reducing the amount of time that it takes for you to actually serve them, because you've developed more streamlined systems and processes, anyway.
• 22:53
  Speaker 1: But we talk about how they default to that client service model which, let's say, you're only going to see those clients once a year or maybe twice a year, so they're used to having this really high touch relationship with you, and then they go into your client service model where maybe you're not even going to talk to them for six more months.
• 23:07
  Speaker 1: So how do we establish a let down period after they say yes, and we are moving them towards our client service model.
• 23:17
  Speaker 1: What are some different ways that we can interact with our clients, that we can communicate with them, to slowly let them down.
• 23:24
  Speaker 1: So in that onboarding keynote that I mentioned before, I give a lot of examples, and it's interesting because when I think about that, then through the lens of a communications audit, as we're getting into, the next step in our group coaching program is we're starting our onboarding processes here after the first of the year and for the August cohorts and we're going to start their onboarding process and we're going to do a communications audit for that too.
• 23:48
  Speaker 1: And that's where we can look at, well, what is happening during your onboarding period that you can do via different formats, different styles.
• 23:59
  Speaker 1: Whether it's a weekly email letting clients know where their business is at in the processing, whether it's a physical welcome packet that goes out to the clients you know, hey, we're so glad to have you here, here's a bunch of stuff that we thought might be important for you to have whether it's putting together a physical you know I have advisors that put together physical binders for clients and show them how to manage and store all of the information that they're sending them.
• 24:25
  Speaker 1: There are potentially different meetings, whether that's conducted over the phone or over Zoom or face to face, to go through insurance contracts or to walk them through investment statements and how to read them.
• 24:36
  Speaker 1: That could be done via video.
• 24:37
  Speaker 1: That could be done via a personalized short-format loom video.
• 24:41
  Speaker 1: That could be a how to video on how to find your 1099s that comes out at the first part of the year.
• 24:48
  Speaker 1: Or that could be a step-by-step PDF that shows them screenshots of how to locate the different 1099s that they have coming to them.
• 24:56
  Speaker 1: Or it might be a phone call asking if they have questions, from someone on your team asking if they have questions on how to find their 1099s.
• 25:03
  Speaker 1: You know so there's all these different ways that you can communicate with your clients in this first 100 day window or between the time that they say yes and the next time that you would see them per your client's service model.
• 25:16
  Speaker 1: So in that podcast episode where I go through the first 100 days I believe that's episode number 44, episode number 44 where I talk about the first 100 days If you go back and re-listen to that episode through the lens of a communication audit, you'll start to kind of see, hey, there's all these different ideas that Libby mentions, and here's different ways that I could actually execute that to mix up the format or to mix up the style of our communication, of all of the different things that we're doing.
• 25:47
  Speaker 1: So, realistically, anything that you're sending out to clients, you can think of three, four different ways to do that.
• 25:54
  Speaker 1: We also wanna think about gifts.
• 25:56
  Speaker 1: Gifts is a love language.
• 25:58
  Speaker 1: It is one of and it's funny because I have my really really good girlfriend, megan love and adore her Her love language is gifts and we were actually just talking about this at our annual Christmas party and she was saying, like she always says, like, ah, my love language is, and she says it like there's a little like, oh, I feel so materialistic that my love language is gifts.
• 26:19
  Speaker 1: It's one of the top five love languages.
• 26:21
  Speaker 1: It is in the five love languages because it is a real thing for people.
• 26:25
  Speaker 1: People love to know and I'm always trying to encourage her like, hey, that doesn't, it's not a bad thing.
• 26:29
  Speaker 1: It's in the top five because people like to know.
• 26:32
  Speaker 1: It's not that you like the material stuff, it's everything else around it.
• 26:35
  Speaker 1: It's that you saw this and you thought of me and you took the time and your own hard earned money to purchase that because it reminded you of me or something that you know connection that we had, or something that you intentionally knew, learned and remembered about me, and now you're buying me a gift.
• 26:53
  Speaker 1: So gifts can be part of that first 100 days as well, and we have a lot of advisors that do some sort of thank you gift or kind of welcome to the practice.
• 27:01
  Speaker 1: Gift and gifts is also one of the communication styles.
• 27:05
  Speaker 1: So just the encouragement here or kind of the overarching philosophy or thing that you need to do, right, what is the tactical takeaway?
• 27:15
  Speaker 1: Every time I do an episode, I'm always like, okay, what can an advisor do with this?
• 27:18
  Speaker 1: Like, how can we actually take this information and put it into practice?
• 27:21
  Speaker 1: Would be to think about it in that like row, column format, right, what are all of the things that we're doing and what communication style are we using to do that and how can we mix it up?
• 27:32
  Speaker 1: Now, of course, if you need help, ideas, implementation strategies, you know, hey, what are the different softwares that we can use?
• 27:40
  Speaker 1: What are the different styles of communication?
• 27:42
  Speaker 1: How can we do it better, faster, smarter, cheaper, easier, more streamlined?
• 27:45
  Speaker 1: Whatever you know, please feel free to take a look at the group coaching program.
• 27:50
  Speaker 1: Like I said, we do have as of this recording.
• 27:53
  Speaker 1: We do have a couple of spots still left in this cohort.
• 27:56
  Speaker 1: That starts on Tuesdays in January and it runs until the first week of November, with a big old break in July.
• 28:04
  Speaker 1: It is weekly, so it is a weekly commitment and because we're gonna get a lot done Like if you wanna get a lot done, I'm gonna have to talk to you every week Now, not every week is a heavy week.
• 28:16
  Speaker 1: There are lots of weeks that are bi-weeks or just coaching or just answering questions and making sure that we're all not getting stuck and following through and moving our processes forward.
• 28:28
  Speaker 1: And it's already been so much fun to watch the August cohort.
• 28:31
  Speaker 1: This is the fourth and fifth group that we've run through this program and it's fun.
• 28:34
  Speaker 1: It's so fun to see them actually making adjustments and seeing impact already on clients, like we just did our Dear John processes and our ghosting processes.
• 28:44
  Speaker 1: Like what do we do if we get ghosted?
• 28:46
  Speaker 1: There was an episode on that a couple episodes ago and it's fun because they're taking this language and they're implementing it and going oh my gosh, libby, we got clients to respond within like an hour of sending that email, or I mailed it as a physical letter to this couple and literally they returned my phone call or they returned the reach out within a couple of days, like this is.
• 29:05
  Speaker 1: So that kind of stuff is really, really fun to me and you need to be there, needs to be a lot of accountability and a lot of time set aside to actually get this level of work done, because we're talking about 10 months to get a lot of major, major, major, major, major, major processes built in your business, with all the templates, standard operating procedures, checklists, like literally all the things workflows built, things done.
• 29:29
  Speaker 1: So that takes a long time, but anyways, I hope you consider joining us and I'd love to walk you through the framework.
• 29:35
  Speaker 1: You can also go to theefficientadvisorcom and click on coaching and then you'll see a little banner up at the top about the January start group, or you can scroll down to systems to scale group coaching and mastermind and find out more information there.
• 29:48
  Speaker 1: Otherwise, I would love for you guys to join us out in the Efficient Advisor community over on Facebook and continue the conversation surrounding communications, audits, communication styles and love languages of clients.
• 30:05
  Speaker 1: Thanks so much and I hope you guys have an amazing rest of your week.
• 30:09
  Speaker 1: I'll see you guys next week.