Client Service in the Financial Services Industry

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Client Service in the Financial Services Industry
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What can we implement today to change our
business tomorrow?

• Be Proactive or Proactively React
• Develop a Customer Service Policy
• Ask Them!
• Make It Personal Before Professional

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Be Proactive and Proactively React

• Better informed consumers
• More options
• Be a news-bearer and a hand-holder
• Tumultuous economic environment
• Customized product

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Customer Service Policy

• Systems for Continuous Improvement
• Establish consistent standards of excellence
• Set and communicate clear expectations
• Ritz Carlton
• Three Steps of Service, Motto, Credo

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Ask Them!

• Empathetic Listening
• Sincere interest
• Hearing rather than just listening
• Expectations vs. Perceived Performance
• Performance Reviews

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Personal Before Professional

• Mitchells clothing store example
• Listen Learn
• Client Community

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Questions

• Proactive
• What methods do you have in place to consistently
  contact customers?
• How do you reassure your clients in tumultuous
  economic situations?
• Customer Service Policy
• What is your system to establish clear and
  consistent standards of excellence?
• How do you communicate those into clear
  expectations?

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Questions

• Personal Before Professional
• How do you treat your clients personally, as
  individuals?
• How could we take a more personal approach in a
  professional environment?
• Ask Them!
• What are you current systems for a performance
  review?
• Do you consistently ask your clients for
  feedback, both during and outside of annual
  reviews?