Leveraging Your Team

FACT
Clients want to know that you have a strong team behind you. They rate ‘confidence in your support team’ at 4.8, on a scale on which 5 is critical. With confidence earned, 58% of clients are comfortable speaking with someone other than the senior advisor about their plan or portfolio.

IMPLICATION
Systematically building the credibility of your team in the eyes of your clients and communicating a team approach will not only improve overall satisfaction, but will help you increase capacity, enhance efficiencies and improve profitability.

SOLUTION
Gather feedback. Use a client survey to gather feedback on how your team is performing and client attitudes toward delegation.

Position a team approach from day one. Involve key team members in the new client process, clearly defining how the team works together to deliver better results for the client.

Actively transfer credibility to your team. Ensure that you communicate the credentials and skills of your team on an on-going basis and actively include them as part of the client management process.

Clearly communicate roles and responsibilities. Create a team profile that identifies key responsibilities for each team member. An ‘extended team profile’ might include information on your external partners, such as accountants, attorneys or other professionals with whom you work

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