New Client Experience

Your business will have no choice but to grow once you master the art of building a referable client experience. If you can match your service to what your client needs or wants when you are engaging with them, you will create raving fans who will undoubtedly send others like them your way.

No matter how well you know or don’t know a new client, the experience should be easy to navigate and as pleasurable as possible from the very beginning. The way you build your new client experience will set the tone for the remainder of the engagement no matter how long that may be.

In the first 30 days:

Send a welcome letter to the client from the team that will be working directly with them.

Introduce your client to other personnel to build trust and comfort with the team.

Outline the predictable standards and processes around scheduling, preparing, delivering and annotating the onboarding experience so the client knows what to expect.

Be sure to ask for feedback on their experience. This is also a great time to ask for a review and if they know others that might benefit from being introduced to you.

Train your staff on their role within the process.  Outline the predictable standards and processes around scheduling, preparing, delivering and annotating during the onboarding experience so each client will experience the same process. The more comfortable each team member is with the process, the better the client experience.

Benefits

The client experience is directly correlated to the growth and profitability of an advisory business. When a business takes the time to build a referable new client experience, they:

  • Streamline business processes to handle onboarding new clients.
  • Save time and resources.
  • Set clear expectations about fees and the client relationship up front.
  • Communicate with clients via their preferred method, thus showing you willingness to make the experience simple and easy for them.
  • Prime a good working relationship by building trust.

Exercise

If you want help building out your workflows, click the appropriate button below for templates. 

Reflect and Prioritize

The client experience is directly correlated to the growth and profitability of an advisory business. So, it’s no surprise that businesses are spending valuable time and money trying to improve their client experience. Whatever you do, don’t give up. The client experience is key to business growth, profitability, and lowered workload. So, dedicate the time it deserves and make every effort count!

Please remember to add any new epiphanies and ideas to your Master Plan of Ideas and Initiatives.