Sales and customer service


Sales and customer service

For most of my life, my father was an executive with Sears-Roebuck. One of his favorite sayings was, “We are a sales organization; nothing happens until something is sold.” Truer words were never spoken, and if you are a financial advisor, those words resonate loud and clear. 

The process and resulting sale made by a financial advisor is much different than selling a washing machine or a refrigerator. While these sales are transactional in nature, the decision to purchase an annuity or life insurance policy is based by and large on the strength of the relationship between the advisor and the client. 

Regardless, making a sale in our business is imperative to survival. But what happens after the sale might very well distinguish you as an advisor, build and strengthen the relationship, and create easy referrals.

Here are the magic words: customer service. Your clients are craving it! So, how can we offer exceptional customer service?

First, and foremost, make sure you are utilizing annual checkups. These are a perfect opportunity to be front and center and serve. Next, have your client’s favorite drink ready for them, and ask about their family and hobbies. 

Between appointments, reach out to your clients with articles and resources that speak directly to them. This will add to the personal touch. Remember, your client can get information online all day – information directly from someone they trust is different. Send a birthday card or any other card you feel is appropriate. Just remember to write a little note and sign it personally.

These are just ideas to get started. I’m sure there are many more ways to provide great customer service. 

I would agree with my Dad, that nothing happens until something is sold … but great customer service happens after the sale!