What prevents many firms from offering a great client experience during a busy period is that they don’t offer a great employee experience. The client experience you build out will only be as good as the employees behind it.
No matter what size your firm, this will hold to be true. However, while great employee experiences are critical for all, they are most necessary for up-and-coming firms.
Often, newer firms with an entrepreneurial owner excel at bringing in new business. The owner, as lead advisor, is gregarious, warm and has a knack for saying the right thing at the right time.
But from a management standpoint, that same person may not have the ability to communicate the passion they have for their business to employees. Good leadership isn’t just about helping others see things your way. It’s about caring for them and being consistent in your approach.
Begin by putting employees first, above yourself, just like you would with clients.
Building a Great Experience
As you consider how to put employees first, here are five steps you can take right away to help build an exceptional experience for them:
Live Your Values: If you already have a well-written vision plan for your firm, back it up with organizational values that reflect it. Do your part to make sure those values are put into action and not just talked about.
Be Consistent: Your attitude toward others must always remain positive and consistent, in public and in private. If your team sees you saying one thing about clients in private before you turn around and treat those same clients differently in public, they’ll lose confidence in you and their own efforts will suffer.
Be Authentic: Be true to yourself and live by your values instead of trying to mimic another successful advisor. That confidence will carry through to your team.