Do You Need a "Phoner?"

What’s that sneaking suspicion…. Are you leaving an opportunity on the table somewhere? You’re pounding the pavement, meeting prospects and closing, delivering on your promises. Check, Check, and Check. Does it feel a little like rinse and repeat? Is this what you’ll do, forever? Transactions can feel empty on their own. Here’s another sneaky worry: is your team running hard too, and feeling depleted, especially after this challenging year? You need a new strategy.

You see the opportunity right there –it’s your existing clients! They know you, the trust is built in. You need to get in front of them again. How do you keep what you already started warm and bubbling? You probably think the fix is “getting a phoner…”  but guess what?

Phoners are retired.

Was that a shock? Let me explain. When was the last time you met a stewardess? At your office, is there a secretary getting your coffee? Right. Things...

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How Are You Addressing Your Clients’ Realistic Fears, One Year into the Pandemic?

I’m humbled by the positive feedback I’ve received on my recent blog series. One question on everyone’s mind is: what is the best way to grow our firm’s business when there is so much financial uncertainty?

How do we assuage our clients’ concerns, considering how many businesses are struggling during this pandemic? Even though the economy is rebounding, it’s slow going. You can make your own list of businesses hit hard in recent months. Here’s a start—hospitality (restaurants, hotels, resorts); the gathering industry (conferences, trade shows, weddings); live music (small clubs & concert venues);  live theatre,  with the many professionals working behind the scenes; face to face helping professions; plus suppliers adjacent to all of the previous in this list.

Outperform the competition by cultivating TRUST

Because of this environment, the time to improve client engagement skills is now. They are key to maintaining and...

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Work Anywhere, Learn Anywhere, Connect Anywhere (but, something’s still snagging your sweater….)

2020 hid some gifts inside that big helping of “No, thank you.” I don’t know if you were as productive as Sir Isaac Newton was during the plague of 1666 …. When he left college to shelter at home, he discovered integral calculus, and gravity, and studied optics. But I know for sure that you rose to the challenge!

The biggest gain I’ve noticed: we are not limited by geography anymore. Work Anywhere. Learn Anywhere. Connect Anywhere. Everyone, young and old, learned how to “Zoom.” All of us miss real across-the-table time, so honestly connecting is more important than ever before. It’s crucial to gain and maintain the trust of your clients. The soft skill of listening and relating personally is essential.

Are you confident your team is as comfortable in this area as you are?

This can be a sticky wicket for many financial practices. You ask so much of your staff. Their days are super busy. While you’ve built a foundation with each...

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I Don't Have to Be a Unicorn

“This is such a big job—it’s so many steps—ACK.” The furrowed brow, “I have so much to do already…” Resigned face, “I don’t know what to say on the phone, and those emails take FOREVER.”

Sound familiar? I know how it feels, facing a daunting, multi-element task, not sure I can fit it in around all the other work on my desk. Next comes procrastination. Fear of failure, of being less than perfect… I procrastinated all day before I wrote this!

The single, most common challenge shared with me by Everyone Ever is client engagement. The first contact, the follow up, the next attempt, finally scheduling an appointment, the last minute cancellation, the rebooking queries… it feels so impossible.

You, the advisor, have honed your communication skills, and you know the client. You built rapport with them in the beginning. Your staff, however, doesn’t have that foundation. And you need to delegate this cycle...

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Master Class for the New Year

The popular series, Master Class, offers courses in just about anything you’re interested in, from fiction writing to fashion, cookery to psychology. Whatever sparks your curiosity, you can sign on for a series hosted by your favorite expert. You've noticed corporate offices and small businesses choose online education for employees at every level, too.

 

Ogilvie Consulting helps financial services professionals outperform the competition by turning their lukewarm clients into raving fans. How?

 

When the pandemic put an end to my in-person coaching, I realized quickly that reaching people wherever they were was my first challenge. Offices were empty. While nothing replaces the warmth of face to face meetings, it was possible to migrate most of my material to…  an online course (jazz hands, big smile)

 

What could go wrong?

You and I have been subjected to run-of-the-mill power point presentations with dreary commentary. We know this is not a...

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Online Course 8 Weeks to Client Relationship Mastery is here!

 

I'm happy to share today, the online course is complete. This unique 8 Week program teaches the skills required to transform your lukewarm clients into loyal raving fans. Explore my site for details, then set up a free 20 minute consultation with me.

I look forward to helping you and your team become Client Relationship Masters!

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Focus on Phoning & Follow-Up

Recently, I held clinics for two Northwestern Mutual Greater Chicago offices, sharing my methods for client contacting and follow-up. The conference room was filled with financial representatives and staff, looking for new ideas to engage clients.

 
My secret is warm-hearted communication paired with technology.
 
When I reach people, I’m human—interested in their lives, focused on their needs. More importantly, I’m sensitive to their timelines. In other words, I treat each person as if their lives matter.
 
Follow-up can be infuriating. People have so much on their plates, they don't always respond to calls and emails. I simplify this painful issue, creating new habits to make sure no one falls through the cracks. Clients receive service. We learn more about each relationship.

Result: the practice evaluates this information regularly—sorting who is a customer, and who is a long-term client.

 
At the end of the presentation, an advisor...
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IRL or Virtual: Why do you need a Client Relations Expert?

How we share information has evolved. Much of our life is conducted online, especially now. We research products. We follow sports, read the news and play games. We laugh at cat videos. Streaming services bring entertainment to us everywhere. The virtual is a tool and a companion.

 

So, what happens IRL? IRL = In Real Life, in text and social media posts.

What, exactly, requires face-to-face time? Friendship. Family. Romance. The ones we trust are those we see, in person, a lot.

 

Building Trust, Putting in the Time

In financial planning, how do you balance the personal and the virtual? Your clients work with you when they trust you. Your connection to them offers something crafted to their needs. You build that trust in person. And maintain it In Person.

 
You may disagree with this: social media, websites, and online services enhance, but they do not build. A human voice, a handshake, sitting across a table sharing ideas… these things build connections.
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So Many Names, So Much To Do

See that long list of one-time clients in your files? Those people trusted you once already. You know them fairly well. These relationships have potential to grow.

Don't Leave Opportunity on the Table

Nearly everyone has more planning to do – financial plans aren’t a one-and-done event. And, goals evolve. You know that.

How often do you remind your clients of this important fact? Did you tell them last time you chatted, that you intend to have on-going conversations to help them stay on track, to re-calibrate the plan when necessary?

You invested time to create trust

  • You met each prospect, you listened carefully and engaged them, uncovered a few needs, answered their questions. Your potential client believed you, felt safe enough to share personal information and moved ahead with a plan of action. Terrific!
  • You walked them through the process of qualifying for insurance, guided them as they set up a plan for retirement savings and their children’s education. You...
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