Service Excellence Always Wins
Even though investment performance and low-cost, low-risk products are important to a client, it will be service excellence that helps retain clients for life. When the relationship is all about performance or the cost of planning products, you may have commoditized your relationship. (Because someone else will always be hyping and selling something better.) Service excellence, on the other hand, is the unique relationship multiplier.
People appreciate the thoughtful phone call when a member of the family is being recognized by the community. They appreciate the office staying open a little longer when an important document needs to be signed. When was the last time you included a personal note on a birthday or holiday card? Personal touches and service will never be commoditized because they will always be appreciated.