Certified Financial Planner Keri Carter, managing director of Broadway Financial Planning in the west of England, highlighted the importance of building trust and honesty as the key to maintaining client relationships but stressed the importance of ‘the little things.’
The little things matter, she says, including collecting older clients lacking the confidence to drive to their office or sending a ‘good luck message’ to a client facing a challenge at work.
It also means being extra helpful to clients on occasion such as finding clients a babysitter so they can attend a Broadway event or even, on one occasion, walking a client’s dog so they could attend a Financial Planning meeting.
In the latest Financial Planning Today magazine she says: “Our main aim is to ensure we can build up a position of trust as quickly as possible.
“This is demonstrated through our explanation of how a Financial Planner can provide the peace of mind that their money will last at least as long as they do.”
Commenting on maintaining long-term relationships with clients, she said: “Being open and honest and placing their needs above your own financial gain is key to any long term relationship.
“Once that trust and rapport is gained, then we find most clients are more than happy to maintain a long-term relationship.
“We try and exceed their expectations, finding little ways to enhance our service offering.
“This could be flowers for someone who’s had a recent fall, a local collection service for older clients who are not as confident in driving to our new offices or just a ‘good luck’ message for a client who’s facing a challenge at work.
“It’s also important to do what we say we will do, so we have internal practice standards that we work to in order to deliver the service expected from us.”
She added: “Over time and with experience, you learn that people buy people and that you will not be the right choice for everyone.
“Once you’ve acknowledged this, you can spend your time focusing on the people that you know you will enjoy working with.
“It’s also so important to enjoy what you do.
“I love my work and feel blessed with the fact that I have a career where I am helping people, am challenged on a daily basis and get paid for it. If you are happy in your work, I find that clients recognise this and will buy into you and your passion for planning, with them, their finances and lives.”
Keri Carter joined Broadway Financial Planning in 2001, she commenced her studies and became a CFP in 2007.
In 2014, she was announced as the inaugural winner of the CFP Professional of the Year Award.
She is vice chair to the CISI IFP Forum Committee and heads the Accredited Firms steering group and has held several important roles at the Institute of Financial Planning (IFP).
She is married to Neil and has a young daughter, Connie and enjoys travelling, skiing and walking their Jack Russell terrier, Bailey.
Read the full interview HERE
This issue also features:
• Inside My Business with Alan Gow of Argonaut Paraplanning who reveals some major plans for his company
• Columns from leading Financial Planner Julie Lord, PFS chief executive Keith Richards, CISI head of Financial Planning Jackie Lockie, Paraplanner Richard Allum and other key commentators
• A 5 page Special Report from James Nadal on the latest developments in Platforms
• New Investment Insider and DFM section with 200 DFMs listed plus DFM news
Plus lots more.
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