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David Shelton: Less is more when it comes to service


It can be tempting to provide high-value clients with a lot of service. Clearly they need the right amount and level of service but, often, simply providing what is really important to them, on time and accurately, is what is needed.

If you are reviewing your service for high-value clients, ask a sample of about 50 of them what they really value from you and what makes them stay with you. 

This will give you a useful guide as to which components you should include.

Ask them:

  • What are the three things that we offer that you really value?
  • What do we do that you could easily do without?
  • Is there anything that other advisers or professionals you know do, in terms of service, which you think we should adopt?
  • If you could change one thing about our service, what would it be?

Asking up to 50 established clients should give you sufficient guidance and save second-guessing.

David Shelton is the author of The Business of Advice book and website



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