Creating an experience is paramount to becoming more referable. People do not stay at the Ritz Carlton simply for a bed to sleep in at night; there are certainly many cheaper options out there.
So what does the Ritz Carlton do?
They choose not to compete on price and instead they focus on creating an experience. People stay at the Ritz Carlton because they believe the client experience is second to none.
The best financial advisors understand this, so they build their marketing strategies with the client experience right at the center.
Here are my top 4 ways advisors can create a stellar client experience:
- Segment Clients and Tier Services
Do not try to be a few things to all people. Instead, be all things for a few people. Segmenting your clients allows you to maximize the time and services spent with your best clients. This also allows you to better focus your efforts on your actual niche market and spend more time with the clients that you want to clone.
- Be Consistent
Simply put, deliver what you promise. The easiest way to do this is to create repeatable systems for everything done by everyone in your office. This will make your office dependable, reliable, and trustworthy.
- Create Stories Clients Want to Share
There are many ways advisors can create sharable stories. The easiest solutions are hosting engaging events to create powerful memories and performing deliberate acts of kindness that surprise and delight clients. The trick to making stories that are shareable, though, is to think outside of the box. What experiences are clients not able to get on their own from other sources?
- Deliver Out-Of-This-World Client Service
Hands down, this is the one factor that ties everything together. Advisors that do everything else above in this list but fail in delivering exceptional client service are only getting a fraction of the potential referrals possible. Clients are far more likely to refer advisors that make them feel special.
Client service is increasingly becoming a lost skill. Naturally, it is more appreciated and shared when it is found. Think of the Ritz Carlton and the service the company delivers to its clients. The employees at the Ritz Carlton create loyal guests that share their experiences like they were shouting from the mountaintops.
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Creating an experience is not a complicated endeavor when you have the right marketing team with you every step of the way. Often, the first step is simply paying attention to and notating the details.
Below you can access a complimentary Deliberate Acts of Kindness procedure that can help systemize some of your “Wow!” moments you create for clients and make them repeatable. Simply fill out the form and get your FREE copy! Give us a call today and we can walk you through implementing this procedure or any of the other best practices for building a stellar client experience.