Monitor quality to improve your productivity

What metrics do you use to gauge your performance? Do you count how many people you met? How many cases you closed? How much revenue you generated or how many referrals you received?

Those numbers are important measures of growth, but I believe that if we are not careful, we can become overly focused on the quantitative side of our business and neglect what I find to be equally important: the qualitative side.

Here is a different take on how I review my business.

When I look at my activity rate, I don’t just check how many appointments I had that week or that month. I also ask myself, “Am I meeting the right people?” “Who are the right people?”

Apart from qualifying the usual needs and means, I ask:

  • Do I like them?
  • Do they like me?
  • Do they share common values with me?
  • Do they give me repeat business?
  • Do they give me referrals?
  • Are they my ideal clients?

These questions help me narrow down the characteristics of my ideal client so I can work more effectively and achieve higher levels of satisfaction.

What advisors think is important may not be perceived the same way by the client. Conversely, what the client deems important may not be perceived that way by you. Focus on the latter so your client will have a better experience and more satisfaction.

Nadia Wijatno is an eight-year MDRT member from Singapore. This was excerpted from the September/October 2022 Round the Table. Read the full article.

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