Tag Archives: Client Experience

Shaping Your Branding Strategy: How to Run a Client Advisory Council with Mike “Cy” Cajthaml Jr. (Ep. 53)

Shaping Your Branding Strategy: How to Run a Client Advisory Council with Mike “Cy” Cajthaml Jr. (Ep. 53)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , , , , ,

In your mind, you have a certain brand image and value proposition for your business. Do your clients see it the same way?

Are your clients well-equipped to tell your story for you and be your biggest advocates?

Join Duncan MacPherson and Mike “Cy” Cajthaml Jr., a business consultant at Pareto Systems, as they delve into the power of client advisory councils in uncovering unmet needs, elevating the client experience, and achieving professional contrast. You will learn a turnkey approach to simplify the process and make client advisory councils a routine best practice.

They discuss:

  • The complete process and logistics from ramp-up to execution to follow-through (with an example)
  • How to conduct effective, agenda-driven discussions that lead to actionable insights
  • How to position the idea of advisory councils to your clients for the first time
  • Why client feedback can result in improved referability
  • The added benefit of finding a renewed sense of purpose for advisors
  • And more

Resources:

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Connect With Mike:

Promotions:

About Our Guest:

Mike “Cy” Cajthaml Jr. has distinguished himself in the financial services industry over a remarkable 17-year career, marked by his vibrant and effective leadership style. He’s deeply committed to enhancing business and practice management strategies, always focusing on the achievement of his clients’ goals.

Mike’s career in the financial service industry was initiated at a major insurance-marketing organization, where he played a pivotal role in advising financial advisors nationwide on product solutions and marketing strategies. After dedicating six years to advising and coaching in the financial realm, Mike transitioned to become a financial advisor, collaborating with his father in Overland Park, KS. Their partnership managed substantial asset portfolios, leveraging a variety of insurance products. Mike’s firsthand experience with the Pareto Process, coupled with his insights from working with successful financial advisory firms, reinforced his belief in its transformative impact.

Driven by his conviction in the Pareto Process, Mike embraced the role of a Pareto coach. His unique blend of wholesale and retail experience empowers him to assist numerous advisory firms in integrating these processes, ultimately enabling advisors to realize their ideal lifestyle.

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Timely and Timeless Best Practices with Chris Jeppesen (Ep. 50)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , , , ,

In the fast-paced and ever-evolving world of financial advising, get ready to discover timely and timeless strategies that help you achieve professional contrast and create enduring value for clients.

In this 50th-episode special, Duncan MacPherson is back with co-author of The Blue Square Method, Chris Jeppesen, Chief of Advisory Practices at First Trust. Gleaning from their life experiences and the success stories of high-performing advisors, they share valuable best practices to achieve long-term growth.

They discuss:

  • Why more and more advisors are finding personal rejuvenation in their work
  • The upcoming retirement wave in the industry and the opportunities it presents
  • A process-driven approach to exhibiting empathy and personalization 
  • How AI is revolutionizing financial services
  • The power of testimonials in building trust and attracting clients
  • And more

Resources:

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Connect With Chris:

Promotions:

About Our Guests:

Chris Jeppesen is the head of advisory practices at First Trust, a firm known not only for its robust investment product line which includes UITs, ETFs, SMAs, and VAs (to name a few) but also for its commitment to the growth of financial advisors. First Trust has dedicated many years to finding (and investing in) creative ways to help financial advisors grow their practices. Chris’ goal over the last 18 years has been to give financial advisors the tools to develop an efficient business model focused on building long-term client trust and loyalty. Chris is also the co-author of The Advisor Playbook and The Blue Square Method.

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Embracing the C-Suite with Max and Lucas Winthrop (Ep. 49)

Embracing the C-Suite with Max and Lucas Winthrop (Ep. 49)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , , , , , ,

For years, financial advisors saw themselves as brokers, being mostly transactional and product-driven.

Today, advisors wear many hats. It’s no longer just a book of business, but an actual business!

In this episode, Duncan MacPherson joins Max Winthrop, CEO, and Lucas Winthrop, COO, of Winthrop Wealth and long-time clients of Pareto Systems. They emphasize the importance of embracing a C-suite approach to streamline core business functions and deliver a consistent and elevated client experience.

They discuss:

  • How to build effective functional teams with high functional accountability
  • How key C-suite positions can be refined and optimized for an advisory practice
  • The need for a philosophical alignment across the firm, which spills over to clients and strategic partners
  • Strategies for creating a process-driven and well-integrated business structure
  • And more

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Connect With Winthrop Wealth:

Connect With Max Winthrop:

Connect With Lucas Winthrop:

Promotions:

About Our Guests:

Max Winthrop is the Chief Executive Officer at Winthrop Wealth. Max has consistently challenged the industry norms for wealth management providers, investing in creating a team-based wealth management experience that is complemented by a cutting-edge technology platform. He has over ten years of experience in the financial services and investment management industry. He is responsible for setting the firm’s strategy, broadening the service offering, and constantly working to enhance the client experience.

Max spearheaded the creation of the Winthrop Wealth Registered Investment Advisor (RIA) in 2017, implementing a partnership structure, a scalable technology infrastructure, and built out an experienced team of professionals. Since the creation of the new RIA, Winthrop Wealth has grown its asset base of regulatory advisory assets, won numerous employer awards, and was recently named to the INC 5000 (2021) list of fastest growing private companies.

Max’s prior work experience with a Fortune 500 Financial Organization equipped him with a leadership/management skillset. He also spent time as an investment analyst structuring large, institutional, Regulation D private placements.

Max believes that the industry needs an injection of youth and is working towards extending services, previously reserved for only wealthy individuals, to the younger millennial generation.

Lucas Winthrop is the Chief Operating Officer at Winthrop Wealth, where he collaborates with the leadership team to shape the firm’s strategic direction and plan. He plays a crucial role in focusing and marshaling firm resources to see the firm’s vision come to fruition. Winthrop Wealth’s current strategic plan includes initiatives related to building exceptional teams, implementing innovative solutions, and designing streamlined processes and structures to help drive scalable, positive outcomes. With over a decade of experience in financial services, Lucas is determined to disrupt outdated industry practices and usher in a new era of possibilities by focusing not on what has been but instead asking what could be.

To drive business optimization and strong business performance outcomes, Lucas focuses on anchoring and fostering a culture of collaboration and innovation that is ready to disrupt outdated industry practices or take advantage of disruption. Since launching the RIA alongside his brother Max in 2017, Winthrop has achieved remarkable success, including securing a coveted position on the esteemed INCE 5000 (2021) list of the fastest-growing private companies. Before joining Winthrop Wealth, Lucas was co-founder and CFO of a non-profit organization, and co-founded a music entertainment company.

Lucas’s obsession is to find out what interests and drives those around him and to unlock their utmost potential. With a profound love for the financial services industry, he enjoys connecting with his industry peers and assisting them in optimizing their businesses.

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Rejuvenating Client Relationships with Matt Cardella (Ep. 47)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , , , , ,

Advisors, are you looking for ways to rejuvenate your client relationships?

Creating a meaningful impact in their lives is only a part of it. It’s equally important that your clients know (and appreciate) your value and process!

In this episode, Duncan MacPherson joins Matt Cardella, a financial advisor at Raymond James. Matt shares how his business has achieved professional contrast and improved relationships with a process-driven approach.

They discuss:

  • How to make your message more compelling by thinking beyond the technicalities
  • The significance of converting ideas into intellectual property
  • Connecting “authentically” with your clients
  • How to make your clients appreciate you more
  • The path to greater work-life balance as a financial advisor
  • And more

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Connect With Matt:

Promotions:

About Our Guest:

Matt began his career at Edward Jones in 2002 with a strong desire to help people make good financial decisions. In 2003, Matt hung out his shingle in Hinesville, Georgia. After 17 years, he made the change to Raymond James. Matt, along with his team, helps families and business people with their investments, but there is much more to it than just money. Matt and his team are committed to supporting their clients in every aspect of their lives, and finances are just the beginning. They recognize that financial well-being impacts many other areas of life. Their commitment to provide personalized and comprehensive planning goes far beyond investments. They help their clients navigate toward a brighter future with financial confidence.

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One Good Idea to Build Strong Client Relationships with Cathi Durrell

One Good Idea to Build Strong Client Relationships with Cathi Durrell (Ep. 45)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , , ,

People are bombarded with hundreds of emails and messages daily.

In a world dominated by digital communication, you need to do something that stops your clients in their tracks. You have to snap them out of the trance… But how?

In this episode, Duncan MacPherson joins Cathi Durrell, owner of Lavish Cards, to discuss how to build intimate relationships through personalized, hand-made cards that your clients will treasure for years to come! Get ready to get at least one good idea to elevate your client experience.

They discuss:

  • The emotional impact of receiving a surprise card
  • Real-world examples of greeting cards serving as a bridge for referrals and advocacy
  • Simple yet incredibly effective ideas for lumpy mail
  • The use of AI in enhancing the card-sending experience
  • Why greeting cards are a great way to connect with the next-generation
  • And more

Resources:

Connect With Duncan:

Connect With Cathi:

Promotions:

About Our Guest:

Cathi Durrell, along with her husband Glen, who is a professional photographer, are the owners of Lavish Fine Art Cards, a company they co-founded 11 years ago. Lavish has grown extensively over the past 11 years and specializes in catering to the bespoke communication needs of its clients. The entire crew at Lavish is committed to creating and supplying the highest quality greeting cards. In her spare time, Cathi enjoys travelling and exploring “the back roads” with Glen in search of the next image for Lavish.

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Achieving Professional Scarcity and Professional Contrast with Steve Phillips (Ep. 38)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , , ,

Creating professional contrast and scarcity, improving referability, alleviating loyalty fatigue…These are all key pieces of the bigger puzzle: How to grow your practice to the next level?

In this episode, Duncan MacPherson speaks with Steve Phillips, chief practice management officer at USA Financial and a business consultant at Pareto Systems. They share best practices and timeless principles to help advisors build profound client relationships that lead to advocacy.

They discuss:

  • The importance of combining technological aids with the “human touch”
  • Shoot Your Trailer: an effective strategy to articulate your value to prospective clients
  • How to improve the quality of your referrals (in other words, duplicate your best clients)
  • How to deepen your client relationships amidst volatile markets
  • Why small gestures can go a long way in improving your overall client experience
  • And more

Resources:

Connect With Duncan:

Connect With Steve:

Promotions:

About Our Guest:

Steve Phillips is the Chief Practice Management Officer at USA Financial. He is a longtime friend and partner of Duncan MacPherson and the entire Pareto Systems team, having first engaged with Pareto as a client in 2010. With over 25 years of experience in the financial services industry as a speaker, team leader and passionate educator, Steve was an early adopter of the processes around practice management, business refinement and client acquisition. It was a natural next step for Steve to become a Pareto Certified Practice Management Consultant, and part of the Pareto Coaches Network.

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Enough Coasting. Now’s the Time To Climb! With Chris Jeppesen (Ep. 33)

Enough Coasting. Now’s the Time To Climb! With Chris Jeppesen (Ep. 33)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , ,

The financial services industry has experienced colossal changes over the last decade. Today, advisors are on a collision course with commoditization like never before!

As a result, coasting is not an option moving forward. It’s either climbing or fading to irrelevance.

In this episode, Duncan MacPherson speaks with Chris Jeppesen, chief of advisory practices at First Trust, on why advisors need to shift their mindset and focus more on relationship and practice management to grow their business.

They discuss:

  • Insights into The Blue Square Method (and how it differs from The Advisor Playbook)
  • How to identify and address early symptoms of loyal fatigue in clients
  • How to effectively engage your team in a profound gap analysis
  • Four ways to be “always on” and fulfill your clients’ unmet needs
  • What elite, forward-looking professionals are doing to achieve scalable growth
  • And more

Resources:

Connect With Duncan:

Connect With Chris:

Promotions:

About Our Guest:

Chris Jeppesen is the head of advisory practices at First Trust, a firm known not only for its robust investment product line which includes UITs, ETFs, SMAs, and VAs (to name a few) but also for its commitment to the growth of financial advisors. First Trust has dedicated many years to finding (and investing in) creative ways to help financial advisors grow their practices. Chris’ goal over the last 18 years has been to give financial advisors the tools to develop an efficient business model focused on building long-term client trust and loyalty. Chris is also the co-author of The Advisor Playbook.

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The Art and Science of Practice Management With Kevin Bishopp (Ep. 32)

The Art and Science of Practice Management With Kevin Bishopp (Ep. 32)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , , ,

Taking your practice management to the next level, nurturing your organizational culture, and improving client experiences might require switching your mindset from advisor to CEO.

In this episode, Duncan MacPherson speaks with Kevin Bishopp, Vice President and Performance Coach for the Advisor Consulting Group at First Trust, about the art and science of practice management — including several actionable ideas for financial advisors.

They discuss:

  • What stops advisors from dissociating from clients who are not a good fit
  • The impact of professional scarcity on advisor branding
  • The difference between client service and client experience (and how to balance them)
  • The HOW and WHY of nurturing a cohesive organizational culture
  • And more

Resources:

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Connect With Kevin:

Promotions:

About Our Guest:

Kevin Bishopp is a Vice President and Performance Coach for the Advisor Consulting Group at First Trust. His focus is the best practices and mission-critical strategies that propel professionals/firms to be truly unique within the industry. His insights into key metrics, resource allocation, team structure, marketing and client acquisition equip professionals/firms to make high-quality strategic decisions that can generate dynamic results. Prior to joining First Trust, Kevin spent 12 years with Russell Investments, where he held positions as Director of Practice Management, RIA

Channel Head and Business Development Director. In those roles, he focused on coaching, content creation, sales management, national account management, and business development. Before joining Russell Investments, Kevin spent 5 years as a wealth manager for The Bishopp Group LLC, a family-owned wealth management practice. In 1994, he started his career in financial services as an associate for Principal Financial Group. Kevin holds an MBA from the Michael G. Foster School of Business at the University of Washington and a BA in Finance from Eastern Washington University.

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Lavish Your Clients With Service with Cathi Durrell (Ep. 23)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , , ,

Aside from a prospectus, product brochure or statement, your business has become extremely virtual and complex. Adding tangible tools to your approach helps remind both your affluent clients and your prospective clients that there are two types of advisors – salespeople and consultants – and what the differences between the two are.

In this episode, Duncan MacPherson joins Cathi Durrell, owner of Lavish Cards, to discuss how one of the best strategies a fee-for-service professional can do to take their relationship management to the next level.

Cathi discusses:

  • Actionable strategies that lead to client loyalty, client engagement, and client advocacy
  • How greeting cards reinforce your image as a goal-based professional
  • What to do if you can’t find the time to send out personalized greeting cards
  • Unconventional card ideas to improve your branding
  • And more

Resources:

Connect With Duncan:

Connect With Cathi:

Promotions:

About Our Guest: Cathi Durrell, along with her husband Glen, who is a professional photographer, are the owners of Lavish Fine Art Cards, a company they co-founded 11 years ago. Lavish has grown extensively over the past 11 years and specializes in catering to the bespoke communication needs of their clients. The entire crew at Lavish are committed to creating and supplying the highest quality greeting cards. In her spare time, Cathi enjoys travel and exploring “the back-roads” with Glen, in search of the next image for Lavish.

 

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Dynastic Drivers in Estate Planning with Julia Norman (Ep 18)

Advisor, Education, Finance, Financial, Uncategorized, , , , , , , ,

Estate planning is the one of those tasks that needs to get done but we often procrastinate to get it done. 

On This episode of Always on, Duncan MacPherson is joined by Julia Norman, Associate Lawyer at Pushor Mitchell LLP, who specializes in estate planning. She shares insights and tips on how to navigate your estate plan so you don’t have to worry when something bad happens. 

Julia discusses:

  • The three things that separates her from other estate planning lawyers  
  • Tax Liabilities 
  • The negative effects of procrastination on estate planning
  • Why people are desperate to get their estate plan done when something big happens
  • And More!

Resources:

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Connect With Julia:

Promotions:

About Our Guest:

Julia Norman is an associate lawyer with Pushor Mitchell practicing in the areas of civil litigation, family law, estate planning and estate administration.

Prior to going to law school, Julia rode for the Canadian Equestrian Team in the sport of three-day eventing, training and competing throughout North America. Outside of the office Julia can be found spending time with her family, riding her horse, waterskiiing, or enjoying one of the many activities that the Okanagan has to offer.

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