6 ways to be referable

In an ideal world, advisors would constantly generate new clients thanks to other people singing their praises.

Of course, that doesn’t always happen. Kevin J. Murphey, M.Ed, RFC, of Hixson, Tennessee, a 29-year MDRT member with 17 Court of the Table and four Top of the Table qualifications, has suggestions toward this effort. The first four tips originate from Dan Sullivan, the Strategic Coach; the latter two come from Murphey.

Kevin J. Murphey, M.Ed, RFC

1.  Show up on time. “If you say you are going to be there at 3 p.m., be there at 3. Don’t show up at 3:15. If you are going to be even three minutes late, pick up the phone and call.”

2.  Say “please” and “thank you.” “Every time we see or talk to our clients, we say ‘please’ and ‘thank you.’ Every time I run into a client at a local restaurant, I pick up the check for the client’s entire table. I tell them, ‘This is my thanks for you doing business with me.’”

3.  Finish what you start. “How many of you have done an application and left it on your desk for a week? I am the worst when it comes to paperwork, but finishing what you start is important, whether you are the one to do it or not.”

4.  Do what you say you will do. “Here is an example of how my office follows through. A client calls our office at 9:30 a.m. with a service-related question. He asks my assistant, Dawn, a question that she can’t answer, so she says, ‘I’ll tell you what: Let me get to work on this and call you back at 11 or sooner with an answer.’ Invariably, at or before 11, the client gets a phone call. If the person Dawn needs to speak with is not in, she calls the client at 11 and tells him, ‘I just wanted you to know I am still working on this for you. I want you to know I’m not going to let this go, but the person I need will not be in today, so it will probably be tomorrow morning before I have an answer.’ Then she calls the client the next day. Those kinds of details make you highly referable and desirable as an advisor.”

5.  Always look out for their best interest. “People can spot a phony a million miles away. In this business, you have to be a loving and caring person. If you are in the business only for yourself, please change careers, because you are doing damage to us in the industry.”

6. Always be nice. “If you can’t help somebody, be nice. When someone calls and tries to sell you something on the phone, be nice. When you talk with a client who is angry, be nice. People want to deal with nice people.”

Read more in the 2004 Annual Meeting Focus Session.