A few months ago we conducted a client survey on our financial services. We had a great response! It allowed us to gather information about how we were doing and how we can improve our services.
There is a little bit of trepidation when you ask a client “How are we doing?” We were very pleased and honored when over 90% of those who responded said they were “very satisfied” or “satisfied” with our services and their relationship with their advisor. The majority of them were in the “very satisfied” category.
While this is a great compliment, we do not want to become complacent. Areas which were indicated that we could do a better job or offer our clients additional services, as well as the ways of addressing these concerns, are the following:
- Visiting Our Website. We recently made major changes to our website to make it a more useful tool for information. You should have received an announcement about this recently. www.rfmfinancialsolutions.com.
- Using Schwab Services. I recently mentioned how I am using their check deposit feature on my cell phone. We will keep you informed about additional services you may find convenient and useful.
- Additional Contact With Clients. We currently set up two formal meetings per year with our quarterly clients to discuss in detail their portfolio and their plans. Our plan is to add additional contact throughout the year to discuss any changes in their plans and the status of their account. These additional contacts will most likely be in the form of a conference call that is set up in advance. It is important to note that we do not have a limit on how often our clients visit or contact us. We have an open door policy with all our clients.
Another exciting result of the survey was that 100% of those who responded said they would refer a client to us! Referrals are the key to growth in financial and professional services. In fact, 80% of new business generated in our industry comes from referrals by clients and business partners. We are accepting new clients and looking to further increase our business.
Granted, not everyone talks about money with their friends. However, there may be certain life events that warrant the need for a referral or change. Some examples of life changing events where we have helped a number of clients are:
- Job change or separation
- Loss of a family member
- Bad investment experiences
If you, or someone you know, are experiencing any of these life changing events, give us a call so we can assist you through these changes.
Again thank you to those of you who participated in our survey. We greatly value your input and look forward to using that information to better our service to you.