September 1, 2020

Raymond James introduces enhanced client experience coaching program for advisors and support teams

ST. PETERSBURG, Fla. – Raymond James’ practice management group introduced an enhanced client experience coaching program available to affiliated advisors and support teams, according to David Patchen, senior vice president of education and practice management for the firm’s Private Client Group (PCG). The program, originally introduced as a pilot in 2019, has been enhanced to incorporate Regulation Best Interest and other important value-added education, as well as best practices for working digitally with clients.

“We’re committed to supporting advisors in managing their practices and accelerating their business growth, and that means offering the most high-quality programming, specific to the evolving needs of clients and the Raymond James advisors who serve them,” said Patchen. 

“Particularly in this environment of working with each other and with clients virtually, and amid new regulatory requirements, we recognize the importance of and need for advisors and their teams to deliver an exceptional, repeatable client experience,” said Liz Stiles, director of practice management coaching. “This program focuses on streamlining the client experience with essential technology and processes that are proven to drive client advocacy. We’re very excited to be delivering this enhanced program during a time when advisors, their teams, and ultimately their clients, can benefit from it most.”

During the program, coaches focus on the following key areas:
Conducting a service delivery analysis to examine the types of services offered to clients
Developing a tiered service model for client touchpoints
Leveraging new and existing Raymond James technology resources to enhance efficiency and build new client relationships
Creating a high-touch experience for client onboarding that will drive advocacy and ultimately referrals from new, top-tier clients
Maximizing in-person and virtual client review meetings to address investment and planning needs and deepen connections
Developing a meaningful client feedback process that identifies opportunities for improving one’s business and enhancing client relationships

The program includes weekly group coaching workshops hosted by the Raymond James practice management coaching and Branch Associate Development teams, with personalized follow-up and private one-on-one coaching following the group series. 

“We’re seeing tremendous success with this evolving program,” said Stiles. “Since the initial pilot, and as we continue to enhance based on advisor teams’ and clients’ changing needs, participants have reported more engagement with their top clients and alignment within their practices.” 

“During this unusual time of COVID-19, we have been able to put this knowledge and training to good use and improve our process for the future,” said Darcie Guerin, a Raymond James & Associates financial advisor with over 30 years of industry experience. “We are better organized and our processes are streamlined for onboarding and continuous follow-up with clients. With Regulation Best Interest and CARES coming into existence, this coaching program could not have been more timely, relevant and helpful.”

Raymond James’ PCG Education and Practice Management Department focuses on providing advisors with award-winning, best-in-class tools and resources to help them manage and elevate their practices. The team provides a spectrum of scalable coaching services – from practice assessments to help advisors analyze their practice, to personalized coaching through the team’s EPIC program. 

In 2020, three of the PCG Education and Practice Management’s initiatives (the Wealth Management Associate Mentorship Program, the enhanced Registered Associate Mentorship Program and the GAP Analysis consulting program) were nationally recognized as finalists in Wealth Management’s Industry Awards.

About Raymond James Financial, Inc.
Raymond James Financial, Inc. (NYSE: RJF) is a leading diversified financial services company providing private client group, capital markets, asset management, banking and other services to individuals, corporations and municipalities. The company has approximately 8,200 financial advisors. Total client assets are $908 billion. Public since 1983, the firm is listed on the New York Stock Exchange under the symbol RJF. Additional information is available at