In the end, we strongly encourage you to step back and rethink how you are approaching these Relationship Review Meetings and strive to pull out of the traditional “weeds” and look at the bigger picture as to the value you are providing. To assist with that, consider the following questions that many advisors with whom we have worked have found helpful in preparing them to deliver high-impact meetings with their clients:
In this upcoming Relationship Review Meeting,
- How will we ensure this client knows exactly WHAT we do, WHY we do it, and HOW we do it?
- How can we get the client to honestly and openly articulate their view of our relationship and on what basis they assess our value?
- What specific questions will we ask to ensure we deeply and intimately understand this client both financially as well as in terms of their specific priorities, and how those have changed or are expected to change?
- How will we go about confirming if this client is on track regarding their financial priorities and, if not, what they need to do to get on track (thereby informing us as to “the next best conversation” to have with this client)?
- How will we ensure we listen more than we speak? And what specific questions will we ask to inspire this client to speak openly and honestly, recognizing that we are entirely focused on their interests and what matters most to them?
- What steps will we take to be sure we leave with specific, concrete, documented commitments as to what are going to do (and what we expect from them in order to best serve them), and how will I leverage that for future discussions to convey/confirm that we have followed through… and done even more?!
At Greene Consulting, our purpose is to help financial services providers design better experiences, develop better people, and thereby deliver better results. A key to that is how advisors engage and interact with clients in the “Relationship Reviews” they have with clients and how those meetings can move from traditional agendas to those that are more meaningful. For more detail or insight on how we help advisors and firms in this area of the Client Experience, or any other issues related to the Client Experience being delivered, contact us at 404-324-4600 or email Rick Swygman at firstname.lastname@example.org.