Use technology to enhance connections with clients

By Jean M. Mathieu, CLU

I brought in a group of clients and asked them to review our service, our process and everything else. One of the things they wanted was more communication from us. So I’m using technology as a way to reach out to them routinely through video email, as well as regular newsletter emails that we send out. So it’s really been kind of fun to give them more information about what’s happening in our firm.

What’s really been memorable is just the feedback I’m getting from my clients. They know us better as a result of us communicating more, and it’s spurring on more conversations and more referrals. So I would say that the implementation of the technology that we’re using has had the bonus for us of improving those client relationships.

One example was the recent Equifax data dump and the theft of personal data. Almost instantly, we were able to get an email out. We did a video email out that educated our clients about where they can go, with links to the various resources to help them with information. I got a lot of calls from clients afterward about how they really appreciated that outreach.

Another example is us sharing our successes of what’s happening in our office. At the beginning of the year, we had personal goal-setting, and the whole staff participated in a weight challenge for the first six months. We announced the winner with a before-and-after picture and sent that out. The whole client base was really excited to see the young man who won. He got cards in the mail and phone calls from clients. And every client who came to see him congratulated him on his success. So it really showed that the personal things you think might not be important to your clients are significant. They love to hear those success stories of what’s going on personally at the office.

Mathieu is an 11-year MDRT member from Manchester, New Hampshire. Hear more from Mathieu in the July episode of the MDRT Podcast.