Think about which of the 14 criteria you could improve on. Don’t try to tackle too many items at once. Pick one or two to focus on over the next three months.

2. Get Feedback To Improve Your Service

Many financial professionals never ask for feedback. Why? Maybe they’re afraid of what they might hear or they simply don’t think to ask. But truthful and constructive feedback can give you insight into how to serve your clients better and how to market your services more effectively. The list below outlines some opportunities for you to get feedback.

• Signed Prospect: Onboarding a new client is an excellent opportunity to learn which of your selling points won them over. This is invaluable for knowing which features are most desirable.
  Language: “What led you to choose us versus the others you were considering?”
  
  
• Blown Prospect: Swallow your pride and just ask. This is an opportunity to receive information that will help you tailor your offering going forward.
  Language: “I respect your decision. To help me get better in my role—what led you to go in another direction?”
  
  
• At Mid-Year Review: There’s no better time to gauge your service and value than during the middle of a review meeting with a client. Asking at the end comes across as less sincere.
  Language: “Shifting gears for a minute, I’ve been meaning to ask you, what do you think about the frequency of our meetings?”
  
  
• Lost Client: You might have an inkling as to why it didn’t work out, but unless you ask, you’ll never truly know. Remember, you’re not trying to salvage the relationship,you’re trying to get clarity.
  Language: “I’d love to get your feedback on some aspects of our relationship...”
  

You might feel vulnerable asking for feedback at these critical times, but the right feedback gives you insight about how to serve your clients better.

3. Provide A First-Class Office Experience

The financial professionals who brought in 10+ clients a year using word of mouth influence provided stellar in-office experiences for their clients. How? By mastering all the little things that show you are attentive to detail and care for your clients:

Evaluate the experience your clients have when they visit your office. Can you improve on any of the items listed above?

Can’t I Just Get New Clients By Asking For Referrals?

Oechsli asked affluent investors their feelings about being asked for referrals. And every year they find that 75 to 80% say this approach makes them feel uncomfortable. They feel like they’re being put on the spot. Affluent investors don’t like the pushy salesperson approach.

To Summarize, We’ve Covered:

1. Mastering the 14 criteria that affluent clients want
2. Getting feedback to improve your service
3. Providing a first-class office experience
   
   

What’s The First Thing You Do After A Bad Restaurant Experience?

You tell your friends how bad it was. The same principle applies to clients and their expectations of financial professionals. Now you have a roadmap to exceed your clients’ expectations. If you do, they’ll spread the word and you’ll likely get a boost in unsolicited referrals.