Good customer service is not a skill advisors are just lucky to have – it is cultivated through hard work and dedication. When 70 percent of your clients’ experience is contingent upon the quality of your customer service, this essential aspect of your firm’s success must be addressed.
According to Business Training Works founder, Kate Zabriskie, “Although your customers won’t love you if you give bad service, your competitors will.”
Before you give any of your clients away to competitors due to sub-par client service, consider the following strategies to ramp up your strategy.
Seek input from your clients and, when possible, put what they say into practice. Only four percent of dissatisfied customers express their complaints.
While receiving feedback can feel stressful, reaching out to your clients for their input on your customer service skills can help you and your team offer better service, therefore building stronger ties for the long-term.
Always send follow up emails, letters or phone calls after meeting or speaking with a client.
While it seems like a small gesture, this acknowledgement can help show your clients that you value their time and loyalty. It also lets them know you are grateful for their continued business and are committed to them.
Give a client a call for more than to simply schedule their next appointment. Recognizing a client on their birthday, an anniversary, a child’s graduation or any other life event not only shows that you care, but also that you pay attention to their individuality as clients.
Many customers can feel like just a number to an advisor who only calls them for business-related topics. Stand out from competitors by building relationships that go beyond the run-of-the-mill advisor-client interaction.
If you tell a client you are going to call them, make sure to set aside time in your calendar to ensure that happens.
Consistency in keeping your promises and delivering on your word helps build trust and shows clients you are invested in them. Reinforce this trust by making commitments to clients and following through.
This year, try incorporating even more of these aspects into your customer service strategy, or expand upon those which you have already implemented. Maintaining customer relationships are a never-ending part of any advisor’s job – make sure you are cultivating a strong service strategy to help keep your clients happy.