Have a Smooth, Technology Integrated Onboarding Process
Along these lines, do you regularly work with colleagues to put yourself (and them) in the client’s shoes to get a better firm-wide understanding of how your onboarding processes feel? Are they embracing or alienating? Do they make you feel appreciated or commoditized? In the midst of it, do you feel understood and under-valued?
Can technology make your onboarding faster and easier? Well, in practical terms, how about deploying a cloud-based file-transfer system to input client information easily and securely? And how about taking a moment to explain the value to your clients of the tech innovations you plan to roll out?
Disseminate Clear and Concise Information
The more your clients know, the less they fear. And the less they fear, the more comfortable they are. Prospects and clients value advisors who can answer their questions — or provide access to third parties that can.
In your [client-communication strategy](https://www.chalicenetwork.com/marketplace/faclientmachine/ "FA Client Machine on The Chalice Network Marketplace"), it’s good to differentiate between the dissemination of information and pure promotion. Nowadays clients want clear and concise information that helps them quickly achieve an understanding without feeling you’re out to sway them in one direction or the other.
How to accomplish this? Start by making sure you have the right channels set up and all of the features in place you need to make sure your client-communication strategy contributes to their having an enriching experience with your firm.
We’ll touch on this concept more shortly, but as you read, keep in mind the importance of viewing the processes and services you offer through eyes other than your own.
Customer-Centric Communication
Advisor Managing Client Accounts Getting the most from your client-facing communications comes down to being relentlessly customer-centric. To resonate with clients, advisors must first understand exactly what their clients value, and how to disseminate that information in ways that are palatable and easy to digest.
Having fast and accurate responses to queries posed by clients is also crucial. In fact, it really means the world to your clients, and is a key factor of a polished brand experience. Furthermore, while a lot of this does come down to technology and data-sifting, we firmly believe the most important ingredients are empathy and bravery in the form of a willingness to express your essential humanity.
What does that mean beyond being a good person and a decent listener?
Well, maybe not too much, but expressing your humanity has vast implications for the extension of your brand experience. When I’m on your website, or using your app, I’m experiencing your brand. When I talk to you on the phone, I am experiencing your brand. When we meet face-to-face, then I am experiencing your brand. And when all three are consistent in tone and messaging, then you’re on the path to excellent client communication.
Keep Things Simple and Elegant
At this point, the client may feel at ease, but is she engaged? Is the information you need to convey displayed cleared and expressed in ways consistent with the experience you wish to curate?