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Financial Planning > Behavioral Finance

Tips to speed up your client testimonial process

By Simon Reilly

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You can speed up the testimonial process by sending an email followed by a telephone appointment using a script that looks like the following:

Email: “Dear (client name), thank you for the opportunity to be your financial advisor and I trust that you are enjoying your spring and that you are looking forward to summer. I am writing you to ask you for a few minutes of your time to ask you a few quick questions to help us to improve our service to you.

I will call you in the next 72 hours. Thank you in advance.

(Your name)”

Script: “John, it’s Jane Financial Advisor calling to follow up to the email / letter I sent you about asking you a few quick questions to help us to improve our service to you.” (Then ask the following):

  • What do you like best about working with us?
  • What do we do for you that you did not expect?
  • What do we need to do to improve our service?

Thank you very much.”

Follow up: Take notes about their comments as best you can and type set them as soon as possible. The next time you talk with your client you could even send their typeset words by email saying:

“Dear (client name), The last time we spoke I asked you what you like best about working with us, what we do for you that you did not expect and what we need to do to improve our service.

I took the liberty to write down your answers and I typeset them here. May I have your permission to share your words with perspective clients that we are speaking with?

Thanks so much for your help.

(Your name)”

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Simon Reilly of Leading Advisor Inc. is a financial advisor coach, speaker and writer with more than 20 years of experience working with advisors to clear their roadblocks to meet and exceed their goals. Simon writes a daily blog and can be reached at www.leadingadvisor.com/blog.

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