Tag Archives: Client Experience

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.

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More

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.

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More

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.

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More

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:

Connect With Duncan:

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.

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More

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.

 

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More

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:

Connect With Duncan:

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.

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More

Feature

Achieve Mastery of Family Dynamics With Jackie Wilke

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

As aging clients transfer their wealth, advisors often yearn for a lasting relationship with their beneficiaries down the road.

However, getting introductions to clients’ family members can be a challenge!

In this podcast, Duncan speaks with Jackie Wilke, vice president, advisor consultant at First Trust. They unpack strategies to help you attract and retain clients for multiple generations by developing a Multi-Family Office (MFO) client experience.

Duncan and Jackie discuss:

  • How to demonstrate your genuine care for clients without seeming too sales-y
  • The “family phone call” exercise that positions you as a family advisor
  • Tips to help you navigate complex family conversations with clients
  • Content marketing ideas to create significant value for your target audience
  • The importance of building a multi-generational client base 
  • And more

Resources: 

Connect With Duncan MacPherson:

Connect With Jackie Wilke:

About Our Guest:

Jackie Wilke is a speaker, author, consultant, and coach for select partners of 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. Jackie’s focus is business development and innovation including expertise in helping financial professionals, teams, and the next generation of high-net-worth individuals/households and multi-generational families. She is also the author of Insights & Innovations, a business development blog for financial professionals and enterprises.

Podcast: Play in new window | Download | Embed

Subscribe: RSS | More