Can you meet and exceed the expectations of your clients?

It comes down to how well you know your clients

The more you know about your clients, the better your chances of building lasting relationships with them. This also means knowing what your clients expect from you and ensuring that they understand what you will be providing to them to avoid any misunderstanding. If you do, then you will stand tall with them when you match or exceed their expectations. However, be aware that client expectations vary. Some want more, and some want less.

Knowing your clients involves more than completing the know-your-client questionnaire and discussing their objectives and risk tolerance. Instead, you should engage in ongoing client discovery to learn about their changing circumstances and expectations. This will allow you to be there for them whenever you are needed.

You must consistently strive to deepen client relationships in a way that builds friendships to sustain their trust and confidence over time. Deeper relationships lead to increased client loyalty, increasing your chances of keeping them for life, just as you strive to do with real friends who would not abandon you.

You want to become indispensable to your clients. If you are, they are more likely to refer you to their friends, colleagues and other relationships.

When it comes to dealing with prospective clients, remember that first impressions can be lasting. Prospects generally want to appreciate who you are and find out what commonalities they might have with you.

Your ability to communicate effectively — verbally and nonverbally—with potential clients can go a long way toward earning their confidence. The words you use, the tone of your voice, and your body language can influence their decision to choose you as their advisor.

Having productive conversations with prospects should be seen as a mutual meeting of the minds. They can open the door to long-term relationships and help you gain a deep understanding of their objectives, motivations, and expectations.

Remember that clients expect you to have the technical skills to manage their money and are not necessarily looking for transactional relationships.  They want to be cared for and be cared about.

You must show them you appreciate their business through conventional and unconventional methods. Also, ask for their feedback periodically to gauge how well you manage their expectations.

Finally, provide clients with a memorable experience at each touchpoint — whether a face-to-face meeting, a phone call, a client event, or through your website or newsletter.