Are you providing exceptional service? Use our online questionnaire to gauge the level of service your firm provides and identify potential areas of improvement. Rank your answers from 1 (Strongly Disagree) to 4 (Strongly Agree) for each of the five questions.
"We treat all of our clients like platinum clients. They all know that when they call us, we are going to respond to their needs and address any concerns that they may have."
You’re providing adequate service to clients, but you could do more to enhance your service in order to nurture clients to become referral sources. According to an Advisor Impact survey, 58% of clients refer others because they want to re-pay their financial advisor for a great experience. Consider these tactics:
| Question | Answer | Things To Consider |
|---|---|---|
| 1 | When a client receives consistently good service, he or she has a greater comfort level and is more inclined to refer you to friends and co-workers. | |
| 2 | According to J.D. Power’s 2011 Full Service Investor Satisfaction study, one of the top indicators for client satisfaction is having a written financial plan. | |
| 3 | It’s essential to quickly respond to client questions and to pro-actively communicate. J.D. Power’s 2011 Full Service Investor Satisfaction study revealed that as a client’s wealth level increases, the more pro-active communication he or she desires. | |
| 4 | We recommend that you use client review meetings to provide an update on investments, review a written financial plan and ask how you can improve your service. | |
| 5 | According to J.D. Power’s 2011 Full Service Investor Satisfaction study, one of the top performance indicators for clients is clearly communicating reasons for investment performance. |
Great job! You’re providing top-notch service to your clients. You should consider your clients your biggest advocates and a strong gateway to potential referrals. Consider these tactics:
The Art of the Client Review
Learn how you can use client reviews to develop meaningful relationships with your clients.
Bridging the Trust Divide: The Financial Advisor-Client Relationship
Read this special report about the importance of building trust with your clients.
Leveraging a Client Advisory Board
Learn how you can leverage a client advisory board to increase referrals.
The following materials are not for client use.
Seven Steps to Ensure an Effective Client Review Meeting
View this RJnet page with instructions and resources to help establish a client review process.
Advisory Process
View this RJnet page with resources to help you create a consistent service experience for your clients.
Client Advisory Boards
Learn how to use a Client Advisory Board to get feedback.
Client Satisfaction Survey
View a client satisfaction survey.