The Growth Mindset

Chapter 15Exceptional Client Experience

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.”

—William A. Foster

As I discussed in Chapter 3, we can't have a great client experience without an outstanding culture. Because there are more than 300,000 advisors in the United States alone and most use similar products and business platforms, it's vital to set yourself apart. Separating your team from the overcrowded army of advisors starts with delivering excellence. The best news is the fact that clients value a great client experience, and providing that is completely in your control. Great service has a well‐defined vision, strategy, and process. The future will demand you segment your clients and provide the appropriate level of service for each group of clients. Platinum clients and silver clients can't receive the same level of attention and service. Everyone is committed and focused on getting the little things right. Let me say this differently: people get the big things right, but what separates you from the rest is getting the little things right—paying attention to the smallest details. Because if you can't get the small details right, you will be just like everyone else. In order to create a great client experience you need to leverage technology and have a well‐defined process working in collaboration with digital labor. It allows ...