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Posts Tagged ‘Customer Service’

Six questions to create your value proposition for 2019

Soft-skills-online

This week I had the honour of presenting at the Elder’s Conference in South Australia where I spoke on the importance of sharing your value proposition with prospects and clients. I truly believe we are very fortunate in the financial services industry. The value we provide our clients as a financial advisor, broker or agent…

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How To Coach To KPIs

How To Coach To KPIs

For the last few weeks one area of focus for me has been working with leaders around coaching around performance, it just seems to be that time of the year! As you may have found from personal experience, many performance conversations can be challenging and downright awkward and uncomfortable. But the right way to look…

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How to have the price conversation with clients

price

Why is it that some planners get so worried when it comes to discussing the price of a financial plan?  Perhaps you have experienced it yourself, where you have shied away from talking about price with your clients? Each week I get the opportunity to observe financial planners in meetings with their clients. Some are…

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Are you missing opportunities to upsell and cross-sell

upsell and cross-sell

Are you missing opportunities by not having a more meaningful conversation with your clients? When faced with the pressure to increase sales it can be easy to focus on generating new business and miss the opportunities to have a deeper more meaningful conversation with your clients and uncover more needs. Upsell and cross-sell should be…

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Is trust more important than value?

trust

Is trust more important than value? As you are well aware, the royal commission has put our industry under the microscope. As a result, our conversations with clients are going to get harder, and that’s a challenge all advisers need to be prepared for. In my business, I often find that financial planners believe that…

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Do you know what your customers say about you?

customers

Do you know what your customers say about you? Having clients that promote you and your services is one of the best indicators of success and has been found to increase retention, referrals and spend. But how do you have more promoters than detractors? In our overscheduled, distraction riddled, multi-tasking days, providing consistently high-quality service…

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Do you know what your True Conversion rate is?

conversion rate

Do you know what your TRUE conversion rate is? I often ask this of financial advisers I work with and they usually come back with a confident answer of “I convert 80-90% of my sales meetings”.  But when we plug the real figures into a calculator the reality is, it’s a lot closer to 40-50%…

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Are The Questions You’re Asking Stopping You?

Asking Questions

Are the questions you’re asking – or not asking – stopping you from uncovering more client needs? I get to observe Financial Planners conduct interviews each week and find the questions you ask clients not only tell you a lot about them, but they also tell your client a lot about you. I always find it…

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Tips For Increasing Conversions

Increasing Conversions

We’re officially over half way! I hope you’ve been enjoying the 6 keys to high performance financial services email series so far. Now onto Key #4 – increasing conversions. Let’s face it, it doesn’t matter how many leads you are getting or meetings you are having, if you aren’t converting sales, you are wasting your…

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