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.
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