Elite Advisor Intelligence® Client Communication
Client communication is one of the most important drivers for client satisfaction. Done right, it can help you retain the clients you have, grow your relationships and appeal to new clients.
Your relationship with each of your clients is defined by your ongoing conversation. Communication which is delivered at the right time and in the right way can go a long way towards cementing and fostering relationships.
The Client Experience and Your Service Model
Define Your Services
- How often will you meet with your clients face-to-face?
- How often will you meet with clients through conference calls instead?
- What other communication will you offer (e.g., e-mails, birthday cards)?
Every interaction you or your team has with a client feeds into that client's experience. This involves everything from in-person meetings to sending birthday cards. A service model is an articulation of the experience you plan to provide to your clients and the time you're promising to commit.
It's a fairly universal truth that there are not enough hours in the day to provide top-tier service to all of clients. Therefore, allocating your time appropriately requires acknowledging that, while every client is important, they're not all equal. And their service models shouldn't be either.