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209: The Client Experience Cheat Code · The Efficient Advisor: Tactical Business Advice for Financial Planners

• 0:00
  Speaker 1: Hey, ed Jones, peeps, before we dive in, I just wanted to let you know that we've got a shocker, a special process for you to use your BEP money to pay for the group coaching program or just one-on-one coaching in general.
• 0:14
  Speaker 1: So make sure you check out the systems to scale group coaching page of the website or the link that I've put in the show notes for you to learn more about how to use those BEP dollars to pay for the group coaching program.
• 0:25
  Speaker 1: Okay, now that that's out of the way today, I am going to give you two very, very simple tools that you can use to think about your client experience process.
• 0:36
  Speaker 1: You've heard me talk about the seven processes.
• 0:39
  Speaker 1: There is your marketing prospecting process, your start to finish financial planning process.
• 0:45
  Speaker 1: So from the moment a prospect walks in the door to the moment you close them and they become a lifelong client of yours.
• 0:53
  Speaker 1: So all of the discovery, the connecting, the goals, the analysis, the recommendations, all the bells and whistles during your financial planning process.
• 1:02
  Speaker 1: You've got your onboarding process.
• 1:04
  Speaker 1: We have your client experience, which is what we're going to be talking about today.
• 1:08
  Speaker 1: You've got a prospecting process, you've got a referral process and you've got your investment management process.
• 1:16
  Speaker 1: So those are the seven processes and I go into a deep dive on those seven processes in episode number 93 of this podcast.
• 1:26
  Speaker 1: The episode is literally called like the seven processes every financial planning practice needs, or something along those lines.
• 1:32
  Speaker 1: So today we're going to talk about specifically that client experience.
• 1:36
  Speaker 1: And while it's its own process, really, it's also intertwined with literally everything.
• 1:42
  Speaker 1: So when I think about client experience, I think of it as every single time you interact with a client it's either an opportunity to strengthen the relationship or weaken it.
• 1:54
  Speaker 1: So in this episode I'm going to give you a couple of hacks, cheat codes, very simple exercises to use when crafting your client experience.
• 2:03
  Speaker 1: And I'm telling you when I am out at conferences giving keynotes, one of the main questions I get asked literally every single time is how did you become referral only right?
• 2:13
  Speaker 1: Obviously, that's a dream for a lot of advisors to not have to prospect or market.
• 2:18
  Speaker 1: And really it's super simple.
• 2:21
  Speaker 1: It's two things it's creating a killer client experience, but it doesn't have to be over the top.
• 2:26
  Speaker 1: And two, crafting a really good referral process.
• 2:31
  Speaker 1: But you know what is client experience.
• 2:34
  Speaker 1: So when I say, sit down and craft your client experience process, what is it?
• 2:37
  Speaker 1: What does that even mean what do I do if I'm a virtual business?
• 2:41
  Speaker 1: So we are going to dig into that and more today.
• 2:44
  Speaker 1: All right, let's go.
• 2:56
  Speaker 2: My name is Nicole Williams from the Twin Cities, minnesota.
• 2:59
  Speaker 2: Listening to the Efficient Advisor podcast gives me super useful tips and tools to run my business better, but the group coaching program has taken it to a whole new level.
• 3:08
  Speaker 2: The systems, processes, templates and even just the basic organizational tools, tips, tricks and hacks that I've gotten from Libby and the other advisors has completely transformed my world.
• 3:19
  Speaker 2: Libby has created the infrastructure, provides all the material and guides you through getting things done, created the infrastructure, provide all the material and guide you through getting things done.
• 3:26
  Speaker 2: I still can't believe how I can feel so much less stressed, so much more organized and so much more satisfied and confident in serving my client.
• 3:32
  Speaker 2: I'm finally working smarter and not harder.
• 3:36
  Speaker 1: Before we get into client experience, I am going to, of course, invite you into the group coaching program.
• 3:43
  Speaker 1: I cannot believe how fast it's filling up.
• 3:45
  Speaker 1: There are already some really, really cool advisors joining this round, and I know I've been talking about it a lot, but hello one.
• 3:53
  Speaker 1: That's because this is how I feed my family.
• 3:55
  Speaker 1: Two, this is my passion project.
• 3:59
  Speaker 1: I absolutely love, love, love, love the group coaching.
• 4:04
  Speaker 1: It's just such a special experience.
• 4:06
  Speaker 1: And three, I keep talking about it because we've added a bunch of cool new features to the program this year and I want you to have the same results as Nicole mentioned in her testimonial.
• 4:17
  Speaker 1: Right, it's 10 months of weekly coaching and accountability to build out some of the most important processes in your business.
• 4:23
  Speaker 1: We build out several of the big, important processes in your business.
• 4:24
  Speaker 1: We build out several of the big seven start to finish so that you can work less, that you can step out of overwhelm and really just enjoy the thriving business that you've built.
• 4:35
  Speaker 1: I promise it feels so good to get these things off the to-do list and to have a structure for your team right.
• 4:43
  Speaker 1: My favorite part is no more worrying about things slipping through the cracks, because you've got it all buttoned up.
• 4:49
  Speaker 1: We start August 22nd, so click the link in the show notes or head out to the efficient advisorcom.
• 4:55
  Speaker 1: There's a coaching page where you can learn more.
• 4:58
  Speaker 1: All about the special details, add-ons, all of the guest contributors that we have, some of your favorites, including Matt and brendan frazier and robin crane all kinds of people contributing really, really cool topics to the group coaching program.
• 5:12
  Speaker 1: So, in addition to moi, you get a whole bunch of industry experts to help us build out workflows, how to use ai, how to build one page financial plans, like all the cool stuff.
• 5:23
  Speaker 1: So, all right, enough of enough of that.
• 5:25
  Speaker 1: I know I've been talking about it a lot, but it is super special and super amazing, so I'd love to have you join us.
• 5:32
  Speaker 1: Okay, so client experience right, I want to take you back first to 2008.
• 5:38
  Speaker 1: So, back in 2008, I found out I was pregnant.
• 5:41
  Speaker 1: This was great news and scary news.
• 5:44
  Speaker 1: It was great because I really wanted a baby, but it was scary because for the previous four years, I had been working around the clock like a crazy person building my business nights, weekends, whatever clients wanted to meet, I was there, I was the girl right and I remember just thinking wow, I'm going to have a baby.
• 6:03
  Speaker 1: I cannot keep working like this and be the mom that I want to be.
• 6:07
  Speaker 1: But I was also crazy happy with the amount of money that I was making.
• 6:11
  Speaker 1: And if you know, you know right.
• 6:13
  Speaker 1: I had that desire to still grow my business, to still be super successful.
• 6:17
  Speaker 1: I didn't want to give up the vision and the dream that I had for my business, but I also didn't want to give up the vision and the dream that I had for the type of mom that I wanted to be.
• 6:27
  Speaker 1: So I knew that I had to figure out a way to make the same amount of money but literally cut the amount of time that I was spending in my the office by half or more.
• 6:38
  Speaker 1: So I really needed to figure out how to optimize my business and since that first pregnancy, right within a couple of years, I quadrupled the amount of income that I made per hour.
• 6:50
  Speaker 1: We became a referral only planning practice and I grew to a seven figure firm as a solo advisor, all while working just three days a week.
• 7:01
  Speaker 1: And it's it's interesting because whenever I'm out talking and doing presentations, people always kind of lean into this idea of like okay, well, how did you become referral only, how did you go from working 80 bazillion hours down to working just 24?
• 7:18
  Speaker 1: And what were some of the key decisions that you made?
• 7:22
  Speaker 1: And I'll share with you today a lot of the stuff around client experience, but for me it was really kind of three key things.
• 7:28
  Speaker 1: It was building a very simple client service model that was high in experience.
• 7:34
  Speaker 1: It was developing a very simple team so we were a small but mighty team.
• 7:40
  Speaker 1: It was myself a full-time, fully licensed director of operations and two part-time, unlicensed staff people.
• 7:46
  Speaker 1: We had a front office girl and a back office girl, so it was really just the four of us against the world.
• 7:53
  Speaker 1: So we were a small but mighty team.
• 7:54
  Speaker 1: But we had a very simple job description for everybody.
• 7:58
  Speaker 1: We had the right people in the right roles with the right culture and it was building a lot of very simple time saving techniques through automation, through delegation, through time management, through all of the things that we talk about here at the efficient advisor, but all built around this backbone of these seven processes and really defining them, streamlining them, making them as efficient as humanly possible and only doing what actually drove results.
• 8:31
  Speaker 1: So really being ruthless in the elimination of things that were just fluffy or just felt good or I felt like I should be doing because that's what other people were doing, and a lot of it was really around this idea of client experience, like how do we do what matters to our clients and not what matters to me?
• 8:52
  Speaker 1: Not what matters because I heard so-and-so was doing this over on LinkedIn.
• 8:56
  Speaker 1: I heard a podcast about this thing and I should be doing that.
• 9:00
  Speaker 1: You know I did that whole episode on dining and how, frankly, I just decided to eliminate it and that it wasn't actually necessary and gave myself permission to delete things that weren't really genuinely driving results and or driving enjoyment for myself.
• 9:19
  Speaker 1: So I want to share with you two exercises today that you can do all around client experience, and these can be done both in person, which is mainly what I'm talking about today, but then also virtual.
• 9:32
  Speaker 1: So your client experience, like I said before, is really every single interaction that you have with your clients.
• 9:38
  Speaker 1: So there's two lenses that we're going to look at through today.
• 9:42
  Speaker 1: The first one is and you've heard me talk about it before is this idea of a sad face, a meh face or a happy face that every single time a client interfaces with your business, we can either have a negative experience, a just indifferent experience, or a positive experience.
• 10:01
  Speaker 1: And if your clients were to rate every detail that you know, every interaction, every detailed interaction that they had with you, with a sad, medium or happy face, right, what would they give?
• 10:13
  Speaker 1: And what we're wanting to do is obviously eliminate all of the sad faces, like, hmm, that was a poor experience.
• 10:19
  Speaker 1: We want to eliminate the meth face, that mid.
• 10:23
  Speaker 1: You know, as the kids say these days meh, it's mid, mid.
• 10:26
  Speaker 1: My teenage boys are mid everything.
• 10:28
  Speaker 1: So we want to get rid of the mid face right, we want to move everything to was that a happy experience?
• 10:34
  Speaker 1: Was that, even if we're delivering bad news to a client, like, hey, we can't do this for you, hey, that's not possible, hey, you don't have enough money to do the thing you said you wanted to do how do we still put a happy face on those interactions?
• 10:48
  Speaker 1: So a big part of what you do inside of the group coaching program is we literally are going through every process and taking those templates and saying, hey, how can we make a response that your team gives to a client?
• 11:01
  Speaker 1: How can we make sure that that's a happy face response?
• 11:03
  Speaker 1: How do we avoid?
• 11:04
  Speaker 1: How do we keep it efficient, right?
• 11:09
  Speaker 1: How do we keep it?
• 11:09
  Speaker 1: We don't want to have to send our clients these like 37 paragraph emails every time with like personal stories about how your kids are doing, but you still want to leave them with a positive experience.
• 11:16
  Speaker 1: So how do we take these what would be seemingly normal interactions and give them a happy face twist?
• 11:23
  Speaker 1: How do we interactions and give them a happy face twist?
• 11:28
  Speaker 1: How do we add brand identity?
• 11:29
  Speaker 1: How do we use your unique voice?
• 11:30
  Speaker 1: How do we use every single interaction as an opportunity to reinforce the relationship that you have with them, as opposed to leaving it indifferent or, even worse, the sad face?
• 11:41
  Speaker 1: The other lens that we're going to talk today, we're gonna look through as we talk about client experience, is this idea of the five senses.
• 11:48
  Speaker 1: So your clients, especially in person, are experiencing you through taste, through touch, through smell, through sight, through every sense that they have we're going to want to touch on or we're going to want to interact with, if that makes sense.
• 12:07
  Speaker 1: All of those things matter.
• 12:09
  Speaker 1: So keep those two kind of things in mind as I go through kind of this idea of client experience, and I want you to think about what your client's experience with you is like right.
• 12:21
  Speaker 1: So we want to think sad, meh or happy, and then we also want to think how can we appeal to all of the different senses?
• 12:29
  Speaker 1: And I'm going to use an example of Disney, okay, so whether or not you're a Disney World, disneyland person or not, you have to admit that Disney does it well their ability to create an experience that people are willing to pay for.
• 12:44
  Speaker 1: Again, whether you look at going to Disney World as a vacation or, as what my family always calls it, an adventure, right, it's not exactly real.
• 12:54
  Speaker 1: When I picture vacation, I picture relaxation.
• 12:57
  Speaker 1: I don't know that.
• 12:57
  Speaker 1: To me, disney is not exactly relaxing.
• 13:00
  Speaker 1: It's more of an adventure.
• 13:01
  Speaker 1: Um, that's sort of, especially if you go to Orlando in the summer.
• 13:05
  Speaker 1: Um, it's, like you know, vacationing on the surface of the sun, it's, but it's an adventure.
• 13:11
  Speaker 1: So one thing that Disney is known for is their client experience, and that's why they can charge so much, right?
• 13:18
  Speaker 1: So a big piece of the imposter syndrome that a lot of advisors have is charging a fee, saying like am I worth it?
• 13:24
  Speaker 1: Is the experience that I'm giving the clients worth it?
• 13:26
  Speaker 1: Is my service worth it?
• 13:28
  Speaker 1: Are my recommendations worth it?
• 13:29
  Speaker 1: And by building a very experiential practice.
• 13:32
  Speaker 1: You can feel very, very good about charging more for that experience, right, disney does not.
• 13:40
  Speaker 1: I'm in Ohio, so I'm in Cincinnati.
• 13:42
  Speaker 1: So Disney does not try to take the Kings Island or the Cedar Point approach to their ticketing.
• 13:49
  Speaker 1: Right, they don't take that approach to the way they operate their theme park.
• 13:52
  Speaker 1: They are Six Flags or wherever.
• 13:54
  Speaker 1: You are right, they go to that next level and they charge for it and they are still at capacity.
• 14:00
  Speaker 1: Right, people are willing to pay for a fully thought out, really well executed, beautiful client experience.
• 14:10
  Speaker 1: So I can remember when my kids were little, right?
• 14:15
  Speaker 1: So I want to take you back to this dark, cloudy day in Cincinnati.
• 14:21
  Speaker 1: This was probably oh my gosh, my kids are 13 and 15 now, so this was probably maybe 11 years ago and it was just this crummy day.
• 14:31
  Speaker 1: There was snow on the ground, and I can remember my husband turning to me and saying I think we should take the boys to Disney World.
• 14:38
  Speaker 1: Now, you know, if you're a parent, you know that this is a pinnacle moment for every parent, and we had that moment where we were like, yes, let's do it.
• 14:47
  Speaker 1: And my Lord, planning a trip to Disney world is like a full-time job.
• 14:51
  Speaker 1: But we, we started that full-time job of planning this trip and we started booking all of the things and we started getting into it, and this is when that client experience really started to happen for us with Disney World.
• 15:04
  Speaker 1: So I promise I will relate this to financial planning, but we booked our trip out.
• 15:08
  Speaker 1: Let's say it was like I don't know, probably a year away, we're like, let's book this.
• 15:12
  Speaker 1: The kids will be three and five.
• 15:14
  Speaker 1: This will be the perfect time to do the whole Disney thing.
• 15:17
  Speaker 1: So, of course, we book the hotel, we get the tickets, we do all of the things that you're required to do and, of course, the experience was amazing, right, like the cute email responses, the confirmations, all of the language, everything was very Disney and it was very, very exciting.
• 15:34
  Speaker 1: About nine months out before our trip, we got this welcome packet in the mail.
• 15:39
  Speaker 1: Um, and it was so cute, right, it was like a folder that had all of these details and information.
• 15:44
  Speaker 1: It was confirmation of our uh registration.
• 15:47
  Speaker 1: Then, six months out, we got this DVD in the mail, right.
• 15:51
  Speaker 1: So this, like I'm talking, this is a while ago, for for for those of you, kids listening DVDs are these round objects that you would stick into a special machine before streaming everything right.
• 16:02
  Speaker 1: And it was this DVD all about the parks.
• 16:05
  Speaker 1: It was about the different.
• 16:06
  Speaker 1: We were going to Disney World in Florida, so it had different sections on Magic Kingdom and Animal Kingdom and Hollywood Studios, and it was all the information about the hotel that we were staying at and it was so cool it had in this packet.
• 16:22
  Speaker 1: It also had a list of all the activities that would be going on at the hotel.
• 16:25
  Speaker 1: There were stickers in there.
• 16:27
  Speaker 1: There were coloring books.
• 16:28
  Speaker 1: I mean, my kids watched that DVD no less than 5 million times.
• 16:34
  Speaker 1: They had the stickers, they colored all of the books.
• 16:37
  Speaker 1: They did all of the things One month out we got our magic bands in the mail.
• 16:42
  Speaker 1: So if you don't know what a magic band is, it's like a special bracelet that is your park ticket.
• 16:46
  Speaker 1: It opens your hotel room.
• 16:47
  Speaker 1: You can purchase things on them.
• 16:48
  Speaker 1: But they're really cool, they were colorful and our kids were so fired up for this trip and so were we right.
• 16:54
  Speaker 1: And the crazy part was to me as we were kind of, as I was thinking about this through the client experience lens is we hadn't even experienced anything yet.
• 17:03
  Speaker 1: We hadn't even gone right.
• 17:04
  Speaker 1: We were just so excited, but all of the cool stuff that kept showing up, building excitement and anticipation, um, for this trip.
• 17:13
  Speaker 1: So by the time the trip came, man, we were ready, we were willing, our credit card was all warmed up.
• 17:20
  Speaker 1: You know, their client experience started the minute we booked our trip.
• 17:26
  Speaker 1: Just like your client experience starts from the very first time that you meet someone, or the very first time a referral calls your office, or the very first time that they Google you right.
• 17:38
  Speaker 1: So what does that experience look like?
• 17:40
  Speaker 1: Does a prospect calling your office get an answering machine or do they get a live person?
• 17:45
  Speaker 1: If they're on your website, is it easy for them to book an appointment with you?
• 17:50
  Speaker 1: Is it easy for them to understand what it is that you do and how you do it?
• 17:53
  Speaker 1: How long does it take for them to get a return phone call?
• 17:57
  Speaker 1: How quickly are they able to get a meeting right?
• 17:59
  Speaker 1: And, side note, we don't want it to be too easy to get a meeting.
• 18:01
  Speaker 1: We also don't want it to be too far out.
• 18:03
  Speaker 1: You know, do you and your team have a script ready to go?
• 18:07
  Speaker 1: So the experience is seamless.
• 18:09
  Speaker 1: We've covered all of the details.
• 18:11
  Speaker 1: Like it happens all the time right, like.
• 18:13
  Speaker 1: We constantly get calls from prospects and here's what we do.
• 18:15
  Speaker 1: We do this, then this, then this, then this.
• 18:17
  Speaker 1: And what does all of this say about your brand?
• 18:20
  Speaker 1: Right?
• 18:22
  Speaker 1: When a client cyber stalks you beforehand and you know they are Googling you, what do they see?
• 18:27
  Speaker 1: Do they see a generic page that looks just like everybody else's page?
• 18:32
  Speaker 1: Do they get a Facebook page with a bunch of pre-written, canned corporate stuff on it?
• 18:37
  Speaker 1: Can they find any info about you anywhere?
• 18:40
  Speaker 1: Is it boring?
• 18:41
  Speaker 1: Is it planned?
• 18:42
  Speaker 1: Is it exciting?
• 18:42
  Speaker 1: You know?
• 18:43
  Speaker 1: Do they understand who you are and what makes you and your practice, you know unique?
• 18:48
  Speaker 1: Do they understand who it is that you work with and what your focus or your specialty is?
• 18:54
  Speaker 1: Right, your brand starts before you ever meet and you need to be able to differentiate yourself from other advisors.
• 19:02
  Speaker 1: So get out there, google yourself right?
• 19:05
  Speaker 1: Part of the group coaching program is we are and it feels so cheesy, but we develop.
• 19:11
  Speaker 1: We spend some time doing a not a lot of time, but we spend some time doing some of this foundational work and really getting this brand identity to a place where it's really strong.
• 19:19
  Speaker 1: So, yes, we focus mostly on process, but it's really important that we build our process towards our ideal client avatar and one of the things that we do is we build out that process or we build out that identity, and then we weave that into all of our processes and you're going to Google yourself.
• 19:35
  Speaker 1: So, before you join our program, I'm going to Google you and I'm going to try to identify if you look different than any other advisor and then at the end of the program, I'm going to Google you again and I'm going to leave you a Google review and talk about how amazing you are and all the things.
• 19:50
  Speaker 1: But I want to see this progress from hey I'm a financial advisor and I help people who want to retire to this very super unique, identifiable differentiate, even if your target market is people who are five to 10 years out from retirement.
• 20:06
  Speaker 1: How do you identify yourself?
• 20:08
  Speaker 1: What words do you use?
• 20:09
  Speaker 1: Right, okay, so that was kind of our pre Disney experience.
• 20:15
  Speaker 1: So then we hop on a plane to Disney, right, we are showing up at the airport, we arrive in Orlando and our bags are collected for us, because they sent us in one of those packets the bag tags.
• 20:28
  Speaker 1: Right, we don't even have to think about it.
• 20:30
  Speaker 1: They, they collect our bags for us straight off the baggage claim.
• 20:34
  Speaker 1: They put it on the bus.
• 20:36
  Speaker 1: They put us on this bus.
• 20:37
  Speaker 1: Now I understand they don't do this anymore, but they put us on this bus, right, and we just got into the line.
• 20:39
  Speaker 1: We followed the signs.
• 20:39
  Speaker 1: They put us on this bus.
• 20:40
  Speaker 1: Now I understand they don't do this anymore, but they put us on this bus, right, and we just got into the line.
• 20:44
  Speaker 1: We followed the signs.
• 20:45
  Speaker 1: There was no thinking, there was no confusing.
• 20:47
  Speaker 1: There was an abundant amount of signs.
• 20:49
  Speaker 1: Like you could not mess this up.
• 20:51
  Speaker 1: Our bags magically arrived in our hotel room.
• 20:54
  Speaker 1: We didn't have to lift a finger, you know.
• 20:57
  Speaker 1: And how different is that experience If you were to show up at the hotel, or you were to show up at the airport even, and you were lost, like where do we go?
• 21:04
  Speaker 1: Where do we find this bus?
• 21:05
  Speaker 1: Maybe you're stressed.
• 21:06
  Speaker 1: You've been traveling with small children.
• 21:08
  Speaker 1: You're wandering around the airport with this huge cart just full of all of the luggage.
• 21:12
  Speaker 1: You know, with your kids, you're stressed, you're frustrated, right?
• 21:16
  Speaker 1: It's a different experience than this like idea that like, wow, I am literally on vacation, I don't have to think about anything.
• 21:22
  Speaker 1: And dang, they execute on time.
• 21:25
  Speaker 1: Right, we were supposed to get there at a certain time.
• 21:28
  Speaker 1: Get the get on the bus.
• 21:29
  Speaker 1: The bus arrived, I mean it.
• 21:30
  Speaker 1: Everything was perfection, right?
• 21:33
  Speaker 1: So same thing with your business.
• 21:34
  Speaker 1: Do your clients know what to expect of the experience?
• 21:37
  Speaker 1: Do they know, without a doubt, how to get to your office?
• 21:40
  Speaker 1: Do they know what they're supposed to bring with them?
• 21:42
  Speaker 1: Do they know what to expect for that first meeting?
• 21:45
  Speaker 1: Do they know what not to bring?
• 21:46
  Speaker 1: Do they know how long it's going to take?
• 21:48
  Speaker 1: Is the experience easy and convenient for them when they are preparing for the meeting?
• 21:53
  Speaker 1: Right, we want them to know exactly what to expect, right?
• 21:58
  Speaker 1: This client experience is the crux of becoming referral only.
• 22:03
  Speaker 1: So this is part of your financial planning process, right?
• 22:07
  Speaker 1: So from the moment a prospect calls you, what are the email templates that go out?
• 22:11
  Speaker 1: What is your team saying to them?
• 22:13
  Speaker 1: What's that experience like?
• 22:14
  Speaker 1: Booking an appointment?
• 22:16
  Speaker 1: How easy is it?
• 22:17
  Speaker 1: What are they receiving?
• 22:18
  Speaker 1: Are they receiving an email from you that has a picture of your office building and very detailed instructions on how to find your suite inside of the building?
• 22:27
  Speaker 1: Hey, here's where you park.
• 22:28
  Speaker 1: Here's the best door to come in.
• 22:29
  Speaker 1: All of that stuff matters.
• 22:31
  Speaker 1: What kind of welcome email are they getting after they book that first appointment?
• 22:34
  Speaker 1: What do they know about you ahead of time?
• 22:36
  Speaker 1: Have they heard your why story?
• 22:38
  Speaker 1: Have they heard your how story?
• 22:39
  Speaker 1: What are you sending them to prep them for that meeting?
• 22:42
  Speaker 1: Do they know exactly what to expect?
• 22:45
  Speaker 1: Right, we want to enter the conversation that is already happening inside of our ideal client avatars, heads and you've heard me mention this no less than 5,000 times but we want to understand what our clients are feeling during every single step of our process.
• 23:00
  Speaker 1: So, especially for a prospect, right?
• 23:02
  Speaker 1: What are they feeling?
• 23:03
  Speaker 1: Well, they're probably apprehensive in some way.
• 23:06
  Speaker 1: Right, I don't know what to expect from this woman or this man.
• 23:08
  Speaker 1: I've never seen a financial advisor before.
• 23:11
  Speaker 1: Ooh, I've seen a bunch of financial advisors and they're all crooks, or I'm not really trusting this.
• 23:17
  Speaker 1: Right, we want to be thoughtful about what they're feeling and tailor every single email, every single interaction, to what they're experiencing and helping them move.
• 23:29
  Speaker 1: I call it the invisible bridge, helping them move across the invisible bridge to how we want them to feel.
• 23:34
  Speaker 1: We want them to feel excited, right?
• 23:36
  Speaker 1: So, like, maybe, going back to the Disney thing, right, maybe, when people are booking their first Disney trip, they're like overwhelmed.
• 23:41
  Speaker 1: Right, there's so many things to think about.
• 23:42
  Speaker 1: There's so much to do.
• 23:43
  Speaker 1: Holy crap, this is so expensive.
• 23:45
  Speaker 1: I hope the kids enjoy it.
• 23:47
  Speaker 1: Are they too young?
• 23:47
  Speaker 1: Are these the right ages?
• 23:48
  Speaker 1: What's this going to be like?
• 23:50
  Speaker 1: Right?
• 23:50
  Speaker 1: Instead, disney wants you to feel like oh my gosh, this is going to be so much fun.
• 23:54
  Speaker 1: Oh my gosh, we know exactly what to expect.
• 23:56
  Speaker 1: Oh my goodness, this is going to be so easy for us.
• 23:59
  Speaker 1: Oh, it's not as complicated as people make it out to be right.
• 24:03
  Speaker 1: Everything that they do in that process is intentionally designed to move you across that invisible bridge.
• 24:10
  Speaker 1: So our first day at the magic kingdom arrives right, we've sunscreened up the kids, we've loaded up the stroller, we've got the juice boxes packed and we show up at the gate.
• 24:19
  Speaker 1: Now, they don't just unlock the gates and open them, right.
• 24:23
  Speaker 1: So back when we first went, there was this awesome show?
• 24:28
  Speaker 1: Right, we get there.
• 24:29
  Speaker 1: The park's not open yet, but this train rolls in and all the characters are there the Mickey and Minnie, and the mayor and his townspeople are all singing zippity-doo-dah.
• 24:39
  Speaker 1: There are fireworks, streamers, cannons, and they started the day off with a bang.
• 24:45
  Speaker 1: Right, how could you not be fired up for your day after that moment?
• 24:50
  Speaker 1: And how different would it have been right If we would have shown up and the gates just opened and there were still people running around like picking up trash and maybe they were not quite ready for us.
• 25:02
  Speaker 1: You know, I want you to think about this with your client experience too, right?
• 25:07
  Speaker 1: So how are you starting your appointments, you know?
• 25:10
  Speaker 1: Are you starting off with a solid agenda?
• 25:14
  Speaker 1: Are you showing professionalism?
• 25:15
  Speaker 1: What's on that agenda?
• 25:17
  Speaker 1: Have you gone through the agenda and actually looked at every single bullet point and said is this impactful for our clients?
• 25:24
  Speaker 1: Right?
• 25:24
  Speaker 1: How are you differentiating your business from the get-go?
• 25:28
  Speaker 1: Right?
• 25:29
  Speaker 1: Being better is hard.
• 25:31
  Speaker 1: You've heard probably heard this saying before being better is really really hard.
• 25:35
  Speaker 1: Being different is easy and showing up prepared literally puts you in the top 80% of financial advisors right.
• 25:45
  Speaker 1: Instead of just winging it.
• 25:46
  Speaker 1: But thinking about your client experience then puts you in the top 90, right.
• 25:50
  Speaker 1: You can control your brand.
• 25:52
  Speaker 1: You can make it what you want it to be.
• 25:54
  Speaker 1: So when we're starting our appointments, like, how are you setting off the tone?
• 25:59
  Speaker 1: And we get into a whole bunch of stuff on agendas and what's on them and how you do that?
• 26:05
  Speaker 1: Some advisors do like an exercise of gratitude at their annual strategy sessions and ask for all the positive things that have happened to their clients since they met with them last.
• 26:13
  Speaker 1: Right, our goal is to make sure, whatever you're doing for whatever type of meeting it is, that we're melting any frustrations that your clients may have and giving them assurance that they are working with a solid company, a solid group of planners, and that they're going to have a great experience in this meeting.
• 26:27
  Speaker 1: So even if, like, the market is in the toilet and everything is going to hell in a handbasket, right, how do we melt those frustrations and make them feel really good about who they're working with?
• 26:39
  Speaker 1: Okay, so when you finally get through the gates at Disney, every employee is there, right, standing on the street, waving at you.
• 26:49
  Speaker 1: It's so friendly.
• 26:51
  Speaker 1: They've got those big goofy, you know white Mickey hands on and they're waving.
• 26:56
  Speaker 1: The smell from the bakeries on main street is wafting out into the streets, luring you to come in and buy a giant cinnamon roll that's like $14.
• 27:05
  Speaker 1: Even though you literally just ate breakfast, right, they are perfect, they are prepared.
• 27:11
  Speaker 1: And how different would this experience be if they weren't ready?
• 27:14
  Speaker 1: Right, like I said, if people were rushing around and changing the garbage, if workers were tucking in their shirts and still running to their posts.
• 27:22
  Speaker 1: What if it smelled like garbage?
• 27:23
  Speaker 1: Or, even worse, what if the park said they were going to open at 8am and they didn't open until 8.15?
• 27:29
  Speaker 1: What if they were running 15 minutes late?
• 27:32
  Speaker 1: Right, disney knows that it's what you see, what you smell and what you feel that sets the tone for the experience.
• 27:40
  Speaker 1: The same thing applies to your office.
• 27:43
  Speaker 1: Are the clients greeted by name?
• 27:46
  Speaker 1: Are they offered a drink?
• 27:47
  Speaker 1: Do they have somewhere comfortable to sit?
• 27:49
  Speaker 1: Are you on time for your meetings?
• 27:51
  Speaker 1: Um, you know what do your clients see?
• 27:54
  Speaker 1: Are there piles of paper everywhere?
• 27:55
  Speaker 1: Are there weeds the size of small children's going out front of the office in the gardens?
• 28:00
  Speaker 1: Do they smell a wonderful, yummy candle?
• 28:08
  Speaker 1: Or do they smell somebody's Chinese food that they reheated for lunch?
• 28:10
  Speaker 1: Right, we want to be thoughtful about all of those things and how they play into that client experience.
• 28:16
  Speaker 1: So I've done several episodes just giving lots of like quote, unquote, just good ideas of random things that I've collected from the thousands of advisors that I've worked with over the last decade or so doing the coaching side of this, and so there's tons of ideas out there.
• 28:31
  Speaker 1: But I want you to be thoughtful about all of these things as we think about your client experience and starting to actually document them and standardize them Right.
• 28:41
  Speaker 1: So I'll give you just a couple of small random examples.
• 28:46
  Speaker 1: So when our obviously we had a really beautifully designed office like, one of the things our clients constantly commented on was just like oh my gosh, I love your wall colors and oh, I love the way that this is designed.
• 29:00
  Speaker 1: Oh my gosh, where is this table from?
• 29:02
  Speaker 1: Where is all of this thing?
• 29:03
  Speaker 1: In fact, we were often, asked so frequently about the wall colors that we had a piece of paper or we had a document with all of the paint colors on it that we could either print off and give to a client or email, because we would have clients come in and say, oh my gosh, I love this is the perfect color.
• 29:21
  Speaker 1: Blue gray I've been looking, like you know, for a color like this Do you know what it is?
• 29:24
  Speaker 1: And to be able to be like you know not only do we know what it is here, let me print that off for you.
• 29:29
  Speaker 1: It's got the name of you know, it's Sherwin Williams.
• 29:32
  Speaker 1: Color number blah, blah, blah.
• 29:34
  Speaker 1: Name blah, blah, blah, right, and to be able to provide that type of stuff.
• 29:38
  Speaker 1: So if you hear something from clients frequently.
• 29:40
  Speaker 1: It's all those little extras.
• 29:41
  Speaker 1: But our clients would come in.
• 29:42
  Speaker 1: The office was beautifully appointed, it was clean and it smelled wonderful.
• 29:46
  Speaker 1: So 10 minutes before an appointment start, lisa would light our candle on her like right in the lobby area, and we found these glorious candles with the most amazing scent and they were so potent.
• 30:01
  Speaker 1: But it wasn't like the type of candle that would make you feel weird or sick Like I know.
• 30:06
  Speaker 1: For me, like vanilla or lavender, I just can't right and those would give me headaches or feel weird.
• 30:12
  Speaker 1: We never put a candle inside of the conference room for that exact reason.
• 30:15
  Speaker 1: But Lisa would light this candle for just a few minutes before the clients came in and the whole place smelled wonderfully.
• 30:21
  Speaker 1: Like every time clients came in they're like, oh my gosh, it smells like a spa in here, or oh, I love this scent.
• 30:27
  Speaker 1: Well, ding, ding, ding.
• 30:28
  Speaker 1: You've heard me talk about a client Intel process.
• 30:31
  Speaker 1: If a client mentioned to us that they liked the way our office smelled, we would document that on our client Intel process.
• 30:38
  Speaker 1: And if they ever referred someone to our office or we wanted to do a surprise and delight, one of those candles with a special note like hey, when you were in, you mentioned it's the little stuff that matters, right?
• 30:50
  Speaker 1: You mentioned that you liked the smell of this candle, so we thought you know you would appreciate this, or hey?
• 30:57
  Speaker 1: Thanks so much for referring the so-and-sos.
• 30:59
  Speaker 1: You mentioned when you were in last time that you loved the way that this candle smelled, so we thought we and they were so cute.
• 31:05
  Speaker 1: These candles came in the cutest packaging and these like little pagoda.
• 31:08
  Speaker 1: I'm a sucker for good packaging and you know what?
• 31:10
  Speaker 1: I will make sure we link the specific scent of this.
• 31:14
  Speaker 1: It was Japanese Keens by State of France.
• 31:16
  Speaker 1: I will link them in the show notes.
• 31:18
  Speaker 1: But these are like the greatest candles of all time.
• 31:20
  Speaker 1: I can't tell you how many people commented and for those of you that came out to our live workshop that we used to have in our office, we would literally pass around this candle and be like how many of you actually like the way this smells?
• 31:31
  Speaker 1: Do any of you not?
• 31:32
  Speaker 1: I don't know that of the two or 300 people we had go through that program, I don't think anyone ever said they didn't like it.
• 31:38
  Speaker 1: Maybe one dude maybe, but it was just one of those like really subtle scents that everyone seemed to like.
• 31:44
  Speaker 1: I have, um, oh, jen, my bestie, and she is an advisor.
• 31:50
  Speaker 1: She has a small oven in her office and they bake fresh chocolate chip cookies every single day.
• 31:55
  Speaker 1: So the office smells like chocolate chip cookies and I'm sure you've heard like realtors having people bake cookies and stuff to make the house smell good.
• 32:02
  Speaker 1: Same concept Not only did it smell wonderful, but then she had really tasty, warm chocolate chip cookies for her clients to eat, kind of like what Hotel Durand has said that does.
• 32:11
  Speaker 1: A double tree is a double tree that gives you warm chocolate chip cookies when you check in.
• 32:15
  Speaker 1: It doesn't cost much, it doesn't require a significant amount of effort.
• 32:19
  Speaker 1: Um, but it's something that was just a lovely taste and smell.
• 32:24
  Speaker 1: Um, something to think about.
• 32:25
  Speaker 1: Like anytime while you're out over the next month.
• 32:29
  Speaker 1: Every time you're interacting with a business, walk in with the lens of client experience.
• 32:35
  Speaker 1: So, for example, going to the doctor, you know you go to the doctor, you check in, you're in the waiting room, they're always behind schedule and then they take you back and you sit in that exam room by yourself for like an unbeknownst amount of time, often wearing a paper robe.
• 32:52
  Speaker 1: Right, is there more uncomfortable?
• 32:54
  Speaker 1: Like, do I?
• 32:54
  Speaker 1: Do I get on my phone.
• 32:55
  Speaker 1: Well, if I get on my phone when the doctor comes in, like I have to put this back in my purse and I'm in this weird paper robe, like, so I'm just going to sit here, like we don't want our clients experiencing any of that, right?
• 33:06
  Speaker 1: So if they're going to be sitting in the conference room waiting for you, have somebody from your team sit and chat with them.
• 33:15
  Speaker 1: Hey, I'm going to bring you coffee and I'm going to sit and chat, and maybe they even have some questions that they are trained to ask.
• 33:20
  Speaker 1: I did a whole episode on client Intel, right?
• 33:22
  Speaker 1: Like on how to notice things and double click.
• 33:24
  Speaker 1: Oh, I see you're wearing an Ohio state hat.
• 33:25
  Speaker 1: Did you go there?
• 33:27
  Speaker 1: Tell me more about it?
• 33:28
  Speaker 1: Are you a big fan?
• 33:29
  Speaker 1: Oh, you've had season tickets.
• 33:31
  Speaker 1: Right?
• 33:31
  Speaker 1: Like teaching your team how to double click and ask deeper questions and then documenting that information in your Intel process, or even just having a preset, like here's some potential questions that you can ask that aren't just about the weather, right?
• 33:43
  Speaker 1: How can we actually connect with our clients on a deeper level?
• 33:46
  Speaker 1: Same thing, even if you're running zoom appointments, how can you?
• 33:50
  Speaker 1: If you're running late, how can you create an experience for your clients?
• 33:53
  Speaker 1: Is it having someone from your team come on and do like an intake-y kind of process?
• 33:59
  Speaker 1: Is it them asking questions or maybe taking care of some of the housekeeping stuff before you hop on?
• 34:06
  Speaker 1: I don't know.
• 34:06
  Speaker 1: We had, um, an advisor who uh, documents clients drink preferences and then we'll send them the appropriate things.
• 34:16
  Speaker 1: So let's say your client is a coffee drinker.
• 34:18
  Speaker 1: Uh, they'll find out if they have a Keurig or a regular coffee maker prior to their annual appointment.
• 34:24
  Speaker 1: They'll send either a couple Keurig cups in the mail or a couple of almost like hotels have like individually packaged ground coffee.
• 34:28
  Speaker 1: They'll pop a couple of cups in the mail or a couple of almost like hotels have like individually packaged ground coffee.
• 34:31
  Speaker 1: They'll pop a couple of those in the mail saying looking forward to our meeting, can't wait to have a cup of coffee with you, right, how can you create an experience?
• 34:39
  Speaker 1: Maybe it's tea bags, if your clients are tea drinkers?
• 34:42
  Speaker 1: Um, how can you create that experience for your clients and not only like oh, they remember that we like coffee, but oh, they also remembered that we had a Keurig.
• 34:49
  Speaker 1: Or they remember that we don't have a Keurig.
• 34:51
  Speaker 1: Um, oh, that's so great.
• 34:53
  Speaker 1: They remembered I'm a tea drinker and he's a coffee drinker right, how can you do those little things?
• 34:58
  Speaker 1: And it may be cost a couple of bucks to pop those things in the mail and send them.
• 35:02
  Speaker 1: But if these are your best clients, right, if these are your a clients, b B clients right, how can we create a surprise and delight experience?
• 35:09
  Speaker 1: How can we do that little extra?
• 35:11
  Speaker 1: To me, it's worth a couple of bucks to create an experience for our clients that they're going to talk about with their friends or their family, or even if they're not the type to share all of those nitty gritty details, right, even for them just to be like we just love that.
• 35:27
  Speaker 1: Libby remembered that I love the blueberry mountain.
• 35:30
  Speaker 1: You know coffee, yada, yada, yada, and she sends us that every single time, and that kind of stuff makes a difference Whenever your climate clients are commenting on something to you.
• 35:41
  Speaker 1: Take note, right, so it can be done virtually, but be thoughtful about your virtual experience.
• 35:46
  Speaker 1: What's the audio like?
• 35:47
  Speaker 1: What's the lighting like?
• 35:49
  Speaker 1: What's your background like?
• 35:50
  Speaker 1: What is your document sharing experience?
• 35:52
  Speaker 1: Are you sending them stuff ahead of time?
• 35:55
  Speaker 1: Are you showing it to them here?
• 35:57
  Speaker 1: Are you doing a follow-up?
• 35:59
  Speaker 1: Are you sending them recordings Like what does the experience look like and how could you make it that much better?
• 36:04
  Speaker 1: And this is all of the stuff that we talk about inside of the group coaching program.
• 36:08
  Speaker 1: Often the you know we do build out like all the big processes from start to finish, which is amazing.
• 36:12
  Speaker 1: But a lot of the feedback that we get in exit interviews is, hey, it's the little stuff.
• 36:17
  Speaker 1: Like there were these little details, these teeny tiny tweaks that didn't require much money or effort to change, that have made a significant difference for us.
• 36:27
  Speaker 1: It was building that workflow.
• 36:29
  Speaker 1: It was deciding to pre-print these agendas and do blah, blah, blah inside of our conference room.
• 36:35
  Speaker 1: It was having our front desk person doing these double clicks and asking more questions, having a client intel process that we were intentional about gathering information on during our financial planning process.
• 36:48
  Speaker 1: Right, all of these little details of things that you can do to create a client experience.
• 36:53
  Speaker 1: You know there is inside of the efficient advisor community, which is the free Facebook group that that we have for advisors and operations people inside of practices there is a free, standard operating procedure that I've got on there.
• 37:06
  Speaker 1: That was what we did when our clients, when we would have a client pass away, what we did for their surviving spouse or for their children, right, like, how do we keep contact with them, how do we create an experience for their loved ones, how do we keep that person's memory alive?
• 37:20
  Speaker 1: How do we be the person and I don't know if you've ever experienced this, but whenever you have a tragedy or some sort of experience, everybody is there for you.
• 37:29
  Speaker 1: Right?
• 37:29
  Speaker 1: You've got the casseroles coming in and the people calling and the people checking in on you for the first couple of months, and then everybody's life goes back to normal, but yours doesn't.
• 37:38
  Speaker 1: So we wanted to be that person that's three months out, six months out, nine months out, a year out, 18 months out, still checking in and talking about that person checking in on them and making sure that they're doing okay.
• 37:49
  Speaker 1: Checking in and talking about that person checking in on them and making sure that they're doing okay.
• 37:52
  Speaker 1: Being the person that can just bring the casserole right A year later, not you know how do we stand out, how do we differentiate?
• 37:58
  Speaker 1: So all of those things matter and I know this is a really big topic and, gosh, I'm already 38 minutes into the episode, so I feel like there's so much more to talk about.
• 38:06
  Speaker 1: But again, I'd love for you to join us inside of the group coaching program.
• 38:10
  Speaker 1: We're going to walk through a whole bunch of samples and examples, and one thing that's really cool I think about the group format too, is that while you work in pods with smaller groups so you get to know a few advisors really, really well you get to hear all of the cool uh, tips and hints and hacks and things that other advisors are doing for their clients, and then you can pick and choose what works for you, right, and what works for your business.
• 38:33
  Speaker 1: But be thinking through, like, as you start to map out your client experience, as you send an email and create email templates for your clients, as you create scripts for your teams, think about it through the lens of that happy, sad, meh face, right, like, was that just a meh email?
• 38:49
  Speaker 1: How do I make it a happy email?
• 38:50
  Speaker 1: We have bad news to deliver to a client?
• 38:53
  Speaker 1: How do we make that a happy face Like?
• 38:55
  Speaker 1: How do we at least make them smile at the end of it?
• 38:57
  Speaker 1: Also, be thinking about it through those five senses, right.
• 39:01
  Speaker 1: So when a client's coming into our office, how do we appeal to everything?
• 39:05
  Speaker 1: Are we being thoughtful about what they're seeing, what they're smelling, what they're hearing, what they're seeing, what they're smelling, what they're hearing, what they're tasting, what they're touching?
• 39:14
  Speaker 1: Are our chairs comfortable?
• 39:15
  Speaker 1: Is there enough space?
• 39:20
  Speaker 1: What are the acoustics like in our conference room?
• 39:21
  Speaker 1: Are we following you know?
• 39:25
  Speaker 1: Is this like hey, they're in our office where our desk is piled with papers and super messy and cluttered, or are they in a nice, clean space where everything feels calm and less chaotic?
• 39:31
  Speaker 1: Is there a screen?
• 39:32
  Speaker 1: Is there a whiteboard?
• 39:34
  Speaker 1: Like what do you?
• 39:35
  Speaker 1: What does that experience?
• 39:35
  Speaker 1: Like really putting on glasses?
• 39:37
  Speaker 1: So I always suggest you do this exercise.
• 39:39
  Speaker 1: So literally go out into your parking lot.
• 39:41
  Speaker 1: If you're a live virtual, you know a live I'm sorry, an in-person office, and I'll talk about virtual here in a second.
• 39:47
  Speaker 1: But go through the whole process, like, what is it like to reach out to your office?
• 39:50
  Speaker 1: What is it like for them to answer the phone?
• 39:52
  Speaker 1: What are those emails coming to you looking like?
• 39:55
  Speaker 1: Is there a welcome email?
• 39:56
  Speaker 1: What does this look like?
• 39:57
  Speaker 1: Think, like, feel.
• 39:58
  Speaker 1: Like what is it saying about you?
• 40:00
  Speaker 1: Or what is it not saying about your office?
• 40:02
  Speaker 1: When I pull into the parking lot, was it easy to find?
• 40:05
  Speaker 1: Is that easy to find you?
• 40:06
  Speaker 1: What does the building say about you and your business?
• 40:08
  Speaker 1: What does the landscaping say about you and your business?
• 40:11
  Speaker 1: When I walk in the front door, what does it smell like?
• 40:13
  Speaker 1: What does it look like?
• 40:19
  Speaker 1: Am I looking at the back of a head of your receptionist or someone's facing me and smiling right?
• 40:21
  Speaker 1: What is the orientation of the welcome room?
• 40:22
  Speaker 1: Is there somewhere comfortable for me to sit?
• 40:24
  Speaker 1: Can I get on your wifi easily?
• 40:26
  Speaker 1: Do you have the wifi password somewhere?
• 40:27
  Speaker 1: Am I being ushered into a conference room?
• 40:34
  Speaker 1: What's that experience like?
• 40:35
  Speaker 1: Am I sitting there alone, like literally going through the start to finish process with your team and getting feedback?
• 40:38
  Speaker 1: What does it look like?
• 40:39
  Speaker 1: What does it smell like?
• 40:39
  Speaker 1: How do we make this better?
• 40:40
  Speaker 1: How do we level up?
• 40:42
  Speaker 1: And then doing the same thing for your virtual experience?
• 40:44
  Speaker 1: Right?
• 40:45
  Speaker 1: What does this look like?
• 40:46
  Speaker 1: How do I enhance this through smell?
• 40:50
  Speaker 1: What does this look like?
• 40:52
  Speaker 1: How do I enhance this through smell?
• 40:53
  Speaker 1: Taste?
• 40:53
  Speaker 1: Can I send coffee?
• 40:54
  Speaker 1: Can I send a treat?
• 40:54
  Speaker 1: Um, can I send something to the client and say, hey, have this.
• 40:56
  Speaker 1: You know, here's some tea and some cookies.
• 40:58
  Speaker 1: I'd love for you to share these with me during our meeting.
• 41:02
  Speaker 1: You know, what does the audio sound like?
• 41:04
  Speaker 1: What does the lighting look like?
• 41:05
  Speaker 1: What does the background say about you and your business?
• 41:09
  Speaker 1: You know, am I just this weird blurred background?
• 41:11
  Speaker 1: Do I have a?
• 41:11
  Speaker 1: Visually, all of that stuff?
• 41:13
  Speaker 1: As little as it seemed, it all matters.
• 41:15
  Speaker 1: It all speaks to you, right?
• 41:17
  Speaker 1: It's that difference between six flags and Disney world.
• 41:20
  Speaker 1: So those are the two kind of cheat codes or hacks that I want you to think through as you start to build out your client experience.
• 41:28
  Speaker 1: And if you don't have a client experience process documented, do it.
• 41:33
  Speaker 1: We want to be very clear with our team of what to expect and what that experience should look and feel like, and we want our team to be involved in this process because we want them to be doing the little extras to make it a Disney experience.
• 41:48
  Speaker 1: So, think through the lens of Disney, right, every single employee is trained in a certain way to you know, you're not just an employee, you're a cast member, right?
• 41:57
  Speaker 1: This is a performance, this is a show.
• 41:59
  Speaker 1: We're never just going to point clients to like think through Home Depot, right, we're never just going to say, oh, it's an aisle 15.
• 42:06
  Speaker 1: Nope, we're going to walk them to aisle 15 and show them where the eye hooks are.
• 42:11
  Speaker 1: Right.
• 42:11
  Speaker 1: You're like how can we go a little bit above and beyond, right?
• 42:15
  Speaker 1: So Starbucks, if they say they open at 6 AM, they technically open at five 50, right, we don't want to.
• 42:21
  Speaker 1: We don't want people standing outside waiting for us to open, right, that's, how do we make it more hospitable?
• 42:26
  Speaker 1: If we say we close at five, maybe we answer phones until five 10,.
• 42:30
  Speaker 1: There's nothing worse, and you've, we've all been there, right?
• 42:32
  Speaker 1: There's nothing worse than like showing up at the bank a minute after they've closed, or arriving at somewhere and only to figure out like it's four, 59 and the door is locked.
• 42:43
  Speaker 1: They said they're open until five.
• 42:44
  Speaker 1: Right, how do we create an experience for our clients that makes them feel like?
• 42:49
  Speaker 1: How do we create an experience for our clients that makes them feel like where can friction occur and how do we eliminate it?
• 42:53
  Speaker 1: Okay, so that's a lot of words for you today.
• 42:55
  Speaker 1: I hope this was helpful.
• 42:57
  Speaker 1: I'd love to chat with you more about it out in the efficient advisor community and, again, I'd love to invite you, if you'd like to build out your client experience start to finish.
• 43:06
  Speaker 1: I'd love to invite you into the systems to scale group coaching program.
• 43:09
  Speaker 1: We start August 22nd and again, there is a link in the show notes for you and you can go up to the efficientadvisorcom and check out the coaching page of the website to learn more.
• 43:18
  Speaker 1: Thanks so much and I hope you guys have an amazing rest of your week.
• 43:22
  Speaker 3: My name is Jen Becker and I'm a financial advisor in Faribault, Minnesota.
• 43:26
  Speaker 3: 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.
• 43:33
  Speaker 3: Each session I come back with dozens of new ways to streamline my processes and I can get it all done in less time.
• 43:40
  Speaker 3: Libby gives you all the tools and templates to truly build out your systems.
• 43:44
  Speaker 3: I've tripled my revenue while working less since signing up with the efficient advisor.
• 43:49
  Speaker 3: Your business is worth the investment of your time, your energy and your money.
• 43:54
  Speaker 3: You will not regret going through this program.