Tag Archives | feedback

Why Do Clients Change Advisors?

According to many advisors I speak with, the only clients that leave are those who have died. And while attrition may not be a big problem in this industry, I have to assume that at least a few clients change advisors without doing so via the funeral home. According to our on-going research, fourteen percent […]

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When Is Client Feedback A Bad Idea?

This is a cautionary tale of how my 6-year-old has the power to influence corporate strategy. It was on a family trip, going through Gatwick airport, when he first realized that his influence extended beyond his exhausted parents. On that day, as we juggled suitcases and security, I turned around to find him repeatedly hitting […]

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A Client Feedback Confession

I have a confession to make. I feel pretty good about the 17-ish years I invested in building Advisor Impact and about my self-appointed role as the champion of gathering and using client feedback. There is, however, one dark cloud hanging over that time which suggests I must have done something wrong and it is, […]

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Beware the Honeymoon Effect

There is scientific evidence that some couples experience a ‘honeymoon effect’ in their marriages. Unfortunately, for those impacted, it means the love-induced euphoria is quickly replaced by a rather more harsh reality that has you wondering what happened to the fairy tale. It’s not pretty but, as is often the case, the perils of personal […]

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The Future of Client Engagement

The fact that 91% of clients are satisfied suggests that much of the time you invest in driving satisfaction, while important, makes you precisely as good as almost every other advisor. Sad, but true. Saying that the industry has achieved extraordinary levels of satisfaction, but that it’s simply not enough, is a little like giving advisors […]

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