Stuart Horowitz is the senior partner with the “Andrew Stuart Asset Management Group” in Plantation, Fla. One tool he uses to build value and trust with his new prospects and clients is what he calls a “Code of Accountability.” Once a prospect becomes a client, both he and the client sign this code.
First I’ll give you Stuart’s exact code – word for word. Then I’ll give you some ideas to help you develop your own code.
Code of Accountability
- Andrew Stuart Asset Management (A.S.A.M.) clients are the most important people in this office whether they are visiting in person, by mail, or by phone. They deserve a timely response to all inquiries or contacts.
- A.S.A.M. clients are not dependent on us – we are dependent on them.
- A.S.A.M. clients are not an interruption of our work … they are the purpose of it. We are not doing them a favor handling their inquiries … they are doing us a favor by giving us an opportunity to earn their business.
- A.S.A.M. clients are not to be argued with. No one ever wins an argument with an A.S.A.M. client.
- A.S.A.M. will hold in the strictest confidence, and consider as privileged, all business and personal information pertaining to our clients’ affairs.
- In order to provide our clients with an optimal level of service, A.S.A.M. expects them to be continuously forthcoming with all relevant financial information.
- If you are displeased with any element of our service, A.S.A.M. expects the courtesy of timely notification so that we may address the issue.
- If all of our clients’ expectations are met and they are satisfied with our service, A.S.A.M. anticipates our clients to refer others whom they feel can benefit from our services (i.e. friends, family, co-workers).
Client Signature A.S.A.M. Signature
While everyone’s code will be worded differently, what I like about this technique is that it creates a conversation around expectations. Talking about expectations early in your new relationships is a very important conversation. Most relationships (business and personal) fail because of un-communicated or un-met expectations.