Let’s examine the client experience in your financial services practice. Who is the first person I would come in contact with at your firm? Are they trained in the behavioral intelligence of your clients? Do they even have the data in your CRM so they can easily remind themselves how to adjust their style to accommodate your clients? Or, are you assuming they know how to deal with every client…especially in a crisis?
The “challenges” of the financial services industry come in the form of market corrections, death of a spouse/family member, health challenges and even the birth of a baby. Each client is different and that is especially true of partners in a couple.
As an advisor, it is important to have a defined process that actively and uniquely engages each client/partners in the decisions that will affect their financial life. And that starts with the receptionist to the client service staff and to every client facing staff in your office.
Empower your staff with the behavioral intelligence that will make a difference. That way you can honestly say, “We can’t control the markets, but we can manage and create your experience.”
Leon Morales and Peggy Mengel are both Vice Presidents, Human Behavior Solutions at DNA Behavior
Specializing in financial services, Leon and Peggy use 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.