Trust needs to be at the forefront to build long-lasting client relationships.
For me, this begins with making my clients part of their own decision-making processes, so that they participate in their financial rescue.
One of the questions I ask to build trust is, “What needs to happen for you to feel peace of mind around your money?” That’s where the layers start getting peeled back, and that’s where we can start to establish trust.
Stay in touch
To keep that sense of trust with clients, it’s important they understand that our relationship isn’t transactional — it’s transformational. I show I care. I remember anniversaries and birthdays. I also occasionally touch base to see how things are going, especially around policy anniversaries and so forth.
I reach out to my clients at least six times a year. This way, they know I’m always thinking about them, and we continue to build long-term trust.
Make clients feel important
It’s also important to promptly return clients’ calls and emails. I never want a client to feel like I’m too big or too busy for them. No one wants that. People want to feel important. So, I take getting back to clients seriously. I promise to get back to clients within 24 to 48 hours at most. I underpromise and always overdeliver, which delights clients.
Building trust also leads to recommendations. About 95% of my clients come through recommendations. My clients position me as an advisor who takes care of families. It’s not about what I sell.
Marlon De Leon is an 11-year MDRT member.
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