Contact Us
There have been many moments, over the last several weeks, when the fear took over. Is my family going to be ok? Are my clients going to be ok? Is my business going to be ok? And like so many others have experienced, these questions became bigger and scarier while staring at the ceiling at […]
I’m sure I’m not alone in living every hour of every day in extremes. I feel frustration at how certain things are being handled and complete awe at the way in which we are coming together. I feel annoyed as technology doesn’t always perform as expected and profound respect for my team as they come […]
Last week I shared some thoughts on the critical leadership role you can play for your clients. It seemed to strike a nerve. And I was grateful for the notes that so many advisors sent and for those who shared their thoughts, ideas, feelings and fears. In an ironic twist on isolation, it seems that […]
Over many years, thousands of investor surveys and millions of data points, one thing has become crystal clear. Leadership matters. In fact, one of the most significant differences between those clients who are ‘profoundly engaged’ and those who are ‘merely satisfied’ is that they see you as a leader. And they define leadership not only […]
Peter Drucker is credited with the now famous saying, “If you can’t measure it, you can’t improve it.” He was, at best, partially right. That saying alone fueled an obsession with tracking business outcomes from revenue to expenses to productivity ratios to client satisfaction. And while that tracking is helpful, it’s only a part of […]
As you probably know, I write extensively about how you can use client feedback in your business. But I’ve realized that by focusing on the tactic, it’s easy to miss an important fact. Client feedback isn’t a goal, in and of itself. It’s a tool to help you achieve your most important goals. So, what […]
While everything seems to be changing around us, that may not be the case when it comes to understanding referrals. And that’s a good thing. A few too many years ago than I care to admit, I wrote a report called The Anatomy of the Referral, drawing on the results of our first large-scale investor […]
It’s no secret that I’m a strong advocate for asking clients for feedback. At the same time, I think it’s important to recognize that a client survey is just one tactic to support a broader ‘voice of the client’ strategy in your business. As easy as it is to do, when we confuse the tactic […]
“I knew it!” That was the thought that exploded inside my head (but which may have been out loud) when I uncovered something about client engagement that I suspected, but had not proven. For many years I, among others, have said that when clients have a clear understanding of the value you provide – and […]
We often talk about client engagement and team engagement in isolation. And, in fairness, we’re likely to put team engagement on a long list of ‘to-dos’ for the future. The reality is that the two are mutually dependent. I’ve been thinking more and more about team lately. I happen to have an awesome team and […]
