Client Confidence and Team Competence
Built on Quality & Order
Creating order in a time of chaos and delivering quality, even when you have to speed up production, or move your location can be a really challenging. Quality is a core competency and really successful people figure out a way to get it done without sacrificing quality. That is your challenge right now. We need to maintain quality controls with a remote workforce almost overnight. And you can do it!
I’ve had some advisors say they are really distracted about what’s going on. Others have told me that they are able to concentrate better because there are fewer interruptions. They are laser focused and have their ear to the ground on what is coming next.
Tending to details and staying focused on projects may be harder or easier for you right now. I want to appreciate that fact. In either case, harder or easier, we want to be thorough so we can continue to address the fast pace of change and deal with uncertainty while building and maintaining excellence.
Here’s an illustration of what I mean about quality control. Recently, a plan was delivered that addressed the goal of a new roof being put on the house in the next year. The problem was this client had never made any mention of a new roof and, in fact, expected that their metal roof would make it another 20 years. What happened here? Another client’s action plan was used as a template and they had a roof goal. Embarrassing.
An advisor asked their assistant to send a client an email with an update about their insurance underwriting. The assistant sent it pronto. The message was accurate, but the client’s name was misspelled. The client accidentally included the assistant in a copy of the email she had forwarded to her husband complaining about how the advisor didn’t even know her name. And in the following month, they lost the client. Ouch!
It can be as simple as getting distracted when you are writing and not completing a sentence to putting the wrong formula in an excel spreadsheet. I don’t want you to be afraid to do the work, I just want to suggest that you can have a process to do it right.
We are in a whirlwind right now, and I know you are getting a lot done. None of us is perfect and I don’t expect the impossible. However, we can put some simple measures in place without missing deadlines to assure we don’t make mistakes that are costly and we can even dazzle people in the process.
Getting organized is absolutely essential right now. It will give you confidence that nothing will fall through the cracks. It will assure that you are systematic in your approach and create confidence that people can still count on you now more than ever before.
One of the things our brain sometimes does is stop short. We don’t think things all the way through. Consider the game of chess. If you only think about the next move, how well will you play against a chess master? We are in the world of long-term planning. It’s never just one simple step. Whether it’s a business plan, a financial plan, a meal plan or a life plan, thinking it through or coloring in the details can make a huge difference in the value you create.
It can be as simple as asking someone to do something for you. Did you give them enough information to get it done without micromanaging them? Did you make sure they understood you? Or if you’re on the receiving end of the communication, did you ask for what you need and make sure you clearly understand what is expected and when it is to be done? That’s where order lives.
Here are a few things you might ponder on to give you solid standing in the thoroughness and completeness of your work:
1. ZERO DEFECT
Catch those mistakes before they go out the door. Don’t fail to proofread and better yet, when possible, have someone else proofread your work. Sometimes adding details with inaccurate data will work against you. It won’t be a great client experience if you deliver a personalized piggy bank to celebrate the arrival of their new baby boy with his name spelled wrong, and none of it will matter if the numbers in your plan for his college education don’t add up.
2. DON’T RESCHEDULE
This is really tough when you have a tight schedule. It becomes an invitation for them to do the same. Do your best to plan vacation (when we can go somewhere again), doctor appointments, and other things well in advance or around your client appointments. If you commit to an appointment, or really anything, let your yes be yes.
3. USE THEIR NAME
Correctly, of course. People like to hear and see their names. They feel known. If you know the name of their children and even the dog, it is usually a plus.
4. INCLUDE CAPITAL EXPENSES IN THEIR PLAN
If they replace their car every 5 years, show that expense in their plan. If you want to take a trip around the world, plan for that as well. This level of personalized planning is very well received by clients and it is what makes it worth so much more than the free, rough estimates that are available.
5. IMPROVE YOUR BEDSIDE MANNER
Your tone of voice, the way you speak to people, not just clients, but the other people in your office (or home) can mean a world of difference. You can reduce stress by managing your approach. Because we are doing so much work remotely now, awareness of your tone, pace, use of industry jargon and taking for granted their comfort with use of technology can be details that make a difference.
6. DRESS FOR SUCCESS
Your home is a more relaxed space. Personally, I feel differently when I get dressed for work and, if I’m on camera, I look different, too. I’m not going to dictate your policy here, but it’s something for you to consider.
7. FINISHING TOUCHES
Consider whether your current processes include the following:
Review notes from prior appointments before connecting
Role play important presentations
Make it look pretty
Summarize the meeting and confirm action items
Send follow-up notes
Remember their special occasions
Celebrate goal achievement
You can think of even more ways to sign your work with order and quality. I’d love for you to share those with us.
If you want us to connect you with someone to build more detail into your project plan, contact your Project Management. If you don’t have one yet, you can get in touch with Amy Edwards.
About the Author
Bernie DeLaRosa, CFP®, ChFC®, CRPC®, CLU®, APMA®, CASL®, BFA™
Managing Business Consultant
- Mergers/Acquisitions/Practice Sales
- Legal Agreement Definition
- Advisor Leadership Skills
- Initial Practice Assessment