12 Skyline | Relaunch Edition 1 | Winter 2021
Is your website working for you ? Does it reflect everything you can do for your clients ? Some firms get fixated on promoting the fact that they can solve clients mortgage requirements but are you also making it clear that you can support their protection and GI needs as well ? In the current climate you could be missing out on enquiries , referrals , and repeat business . Ensure your website captures the breadth of your service provision from the outset in a simple elevator pitch style intro piece on the home page . Make your clients your advocates and ask for testimonials and google ratings . Most satisfied clients will support and a many are flattered . These relationships can bear fruit as they are more likely , after good service , to refer new customers to you . Keep your pages fresh and ensure any news areas are recent and not dated .
Social media is a quick and easy way to promote your business and your website , but remember not to stray into areas that require compliance , or where you do , ensure you meet with all requirements .
4 . Pricing
Review your client charging structure . Is it right for your region / area , what are your competitors doing , are you winning business or losing business to them ? Could you attract more customers by changing your advice fee structure ? It may be that you decide not to change anything in this area and you are happy with what you currently do , which is ideal , but an annual review /
There can ’ t be a business that isn ’ t looking at diversification in these testing times and it makes sense for you do the same , to develop the breadth of service you offer and therefore retain your client
audit will allow you to assess whether your business remains in a strong position .
5 . Assessment
We all try to offer exceptional customer service and go the extra mile when we can . Your customers will not only remember great service , they will also be more likely to recommend your services to other people . To ensure your staff are meeting standards – do you put in place regular customer satisfaction surveys ? Quick telephone interviews are best undertaken by Senior Managers , Directors , or Principals and can check that everything was taken care of in the manner they expected , and they were happy with the outcome . It ’ s also a second opportunity to remind them that you are there for them across a variety of services . Alternatively , consider a short feedback form emailed out for comment . These types of post transaction processes can help you get a better understanding of how your company is viewed , providing clarity for areas that may need change , support business growth , and gain valuable honest feedback . You also have the opportunity to check that full compliance requirements have been met , which goes some way to supporting the compliance requirements .
6 . Competitors
In a changing environment , competitors can come from areas you might never have even considered . There can ’ t be a business that isn ’ t looking at diversification in these testing times and it makes sense for you do the same , to develop the breadth of service you offer and therefore retain your client . We have seen advisers lose really important clients because a firm had saved them money on their commercial insurance , or helped them with protection and this then translated into the mortgage and even pensions and that customer had moved overnight , lock , stock and barrel to this new area of advice . Consider your options to branch into new advice or easier yet , referral areas .