When you make a promise to a client, are you confident your staff can – and will – keep it?
Many businesses, especially in financial services, struggle to identify and define their client value proposition (CVP). The AFA 2010 White Paper provides valuable insights from consumer research.
One area covered in the research was ‘loyalty drivers’. The responses to the question “Which of the following are important for choosing and staying with a financial adviser?” were:
(263 respondents, multiple answers allowed)
The first four are clearly the most important to the financial advice clients surveyed. All four depend on you having the right people in the right roles. These services are all time-consuming and unless you can rely on your staff, you are bound to under-deliver and disappoint.
Having staff who can deliver on your promises is a combination of your recruitment, selection, induction, training, performance management and coaching practices. Any weak points in these practices will carry over into how you’re perceived by your prospects and clients.
Some questions for you:
As you reflect on the answers and how they impact your CVP, we are here to help. Extensive experience in people management, many year’s coaching financial advisers and cutting-edge tools mean we can identify issues quickly and set you on the path to your CVP goals. Contact us here.
"In a challenging role in a new organisation, coaching with Paula was the ideal time to reflect, problem-solve, brainstorm options and arm me with next steps in all areas - from staffing, internal politics and relationships to tackling key initiatives. The sessions were by video and face to face, both equally effective. Using video allowed for easy integration of sessions into my busy workdays without any hassle. Paula’s style of coaching quickly built trust so I felt safe being vulnerable, quickly getting to the heart of a number of issues and propelling me and my performance forward significantly!"
- Executive GM, People and Culture
"The last couple of years at batyr has seen incredible growth and the Balance at Work team has supported us along the way. They have helped us improve leadership skills across the team by helping us source and manage mentors, and even engaging as mentors themselves. As a young and fresh CEO Susan has also supported me personally with genuine feedback and fearless advice to achieve great things."
Sam Refshauge - CEO, batyr
"We used the Harrison Assessment tools followed by a debrief with Susan, for career development with staff, which then allowed us to work with Susan to create a customised 360 degree review process. Susan has a wealth of knowledge and is able to offer suggestions and solutions for our company. She is always ready to get involved and takes the time to show her clients the capability of Harrison Assessments. "
Jessica Hill - Head of People and Culture, Choice
"Balance at Work are the ideal external partners for us as they completely get what we are trying achieve in the People and Culture space. Their flexibility and responsiveness to our needs has seen the entire 360 approach being a complete success. The online tool and the follow up coaching sessions have been game changers for our business. The buzz in the organisation is outstanding. Love it! Thanks again for being such a great support crew on this key project."
Chris Bulmer - National GM Learning and Development, ISS Australia
"We use Harrison Assessments with our clients to support their recruitment processes. We especially value the comprehensive customisable features that allow us to ensure the best possible fit within a company, team and position. Balance at Work is always one phone call away. We appreciate their valuable input and their coaching solutions have also given great support to our clients."
Benoit Ribe - HR Solutions Manager, Polyglot Group
"The leadership team at Insurance Advisernet engaged Susan from Balance at Work to run our leadership development survey and learning sessions. Susan was very professional in delivering the team and individual strengths and opportunities for growth. Susan's approach was very "non corporate" in style which was refreshing to see. I can't recommend Balance at Work more highly to lead employee and team development sessions."
Shaun Stanfield - Managing Director, Insurance Advisernet