Setting expectations with your clients can pay huge dividends, both now and in the future. But, sometimes, it can be challenging to know where you should start.
Set expectations with clients by asking yourself these questions:
- Do your clients know about all your products and services?
- Do they understand how you’ll communicate with them?
- Are your clients aware of how you can assist their friends and family?
- Do they know who to contact in your office regarding certain matters?
If you can’t answer these questions with ease, it may be time to add a new client welcome kit to your onboarding process. Integrating such a kit can have a massive impact on your marketing activities—and most importantly—your return on investment.
Reasons for a New Client Welcome Kit
Social Events
Imagine hosting a bourbon tasting event where barely any clients show up. There are a few reasons why this might happen, but many times it comes down to you not delivering expectations.
The goal for any social event is to in front of your clients to mingle and hopefully meet some of their friends and family who could benefit from your services. But if your clients don’t understand why you’re hosting such events or what’s taking place at each one, then they may interpret them as, “I’m just trying to get sold something,” or, “They just want my friends and family as another number in their business.”
Related: How to Help Clients Retire with Financial Independence [Infographic]
Communicating with Clients
Not many things are more irritating than getting junk mail or spam emails. But chances are, email marketing is a strategy you utilize. But if your clients don’t know this and how you generally communicate with them, they could mistake your emails for spam or junk mail. This could lead to them missing out on important updates and events.
By setting proper expectations right away, you’ll help maximize engagement with your clients and ultimately lead to more selling opportunities.
Cross-Selling
What’s the cost of losing a client versus the opportunity of adding a sale? Think about one of your top annuity clients going to a new financial professional for their life insurance policies because they didn’t know you offered such products. This might sound unheard of but sadly this happens all too often.
The good news is it doesn’t have to happen. You ought to have a list of all the products and services you offer and have a conversation with each client about those services and how they complement the initial product or service they chose to purchase.
Bottom Line
Using resources like a new client welcome kit to set better expectations will help you stand out from your competition, wow your clients, and potentially increase your bottom line.
It won’t only help your clients understand what they’ll get from you, but also allow you to work within your comfort zone without feeling overwhelmed or like you’re underperforming as a financial professional.
