How engaging are your client experiences?
Your answer might depend on how you define the word engaging.
Customer engagement is the repeated and satisfying interactions that strengthen the emotional connection your client has with your firm.
You might be thinking that every financial plan you create has an emotional connection. After all, you are dealing with emotional issues such as retirement, selling a firm, financing college educations, and even death of a spouse.
And the emotional connection needs to starts at the very first meeting. A quick question to ask yourself is, Do your personalities match or clash?
Its the answer to the does he or she really get me? question that goes on in the mind of the client.
Lets look at 4 different styles of clients and how they may determine the answer to that question.
- Goal Setting: Did the advisor quickly move towards identifying my goals?
- Lifestyle: Was the advisor fun and optimistic? Did the advisor let me do most of the talking?
- Information: Did the advisor answer all of my questions thoroughly and give me time to think?
- Stability: Did the advisor seem truly concerned and interested in my family? ?Was the pace of the meeting relaxed?
When you consider that 93.6% of the financial planning process is behavioral management of the client, you might pause to consider,? how much of the client do you really want to manage?? If they are opposite you in personality, you will be managing a lot!
Make a conscious and strategic decision to uncover the complete personality of the client in your onboarding process.? You will find that it becomes a key success factor in creating truly engaging client experiences.
Peggy Mengel – Vice President, Human Behavior Solutions Advisor at DNA Behavior
Specializing in financial services, Peggy uses behavioral intelligence to help businesses navigate human differences to unlock performance potential. DNA Behavior helps grow behaviorally smart businesses and financial advisors worldwide to increase competitive advantage using the most reliable behavioral discovery and performance development systems on cutting-edge technology platforms.