As an advisor, it’s important not just to prospect but to maintain an existing client base.
W.W. “Buzz” Hankinson, CLU, CFP, a 46-year MDRT member with 25 Court of the Table and 29 Top of the Table qualifications, offers some suggestions gleaned from his four decades in the financial services industry.
W.W. “Buzz” Hankinson, CLU, CFP
Make the client feel important
“When a client walks into our office, a magnetic board says ‘Welcome’ and has the client’s name on it.”
Call clients on their birthday
“I called eight people this morning. Two of them said, ‘You’re out of town, aren’t you?’ I said, ‘Yes.’ They said, ‘Well, you didn’t have to call me.’ I said, ‘Yes I do, because it’s your birthday.’ One said, ‘Well I really need to talk to you about increasing my buysell.’ I said, “Not today. I’m calling because I love you and it’s your birthday. Now I’ll call you later on business, but I don’t discuss any business when I call you on your birthday.’”
Follow-up daily
“I return every phone call before I go home at night. Every phone call. About three months ago, I returned a fellow’s call, it was about 8:45 p.m. He said, ‘Buzz, you still at the office?’ I said, ‘Yes.’ He said, ‘It wasn’t that important.’ I said, ‘John, yes it was because I promised you in 1978 when you became my client I would always return your call before I go home.’ He said, ‘Well, it was just something basic.’ And he asked me the question and I answered it.”
Read more in the 2010 Top of the Table Annual Meeting presentation, “Sales ideas and people skills that will make you millions.”
Buzz, you are a legend in this business. Keep sharing your wisdom