logo

Refining your review process – Facilitated by Mark Lewin and Emily Blanch

Refining your review process – Facilitated by Mark Lewin and Emily Blanch

Mark Lewin and Emily Blanch
Mark Lewin is Owner at Back Office Hero and Emily Blanch is Head of Community at XY Adviser
Mark Lewin and Emily Blanch
Mark Lewin is Owner at Back Office Hero and Emily Blanch is Head of Community at XY Adviser

Refining your review process – Facilitated by Mark Lewin and Emily Blanch

In this workshop, Mark Lewin explains the evolution of his review process back in 2003 from “selling performance” rather than building deeper client relationships. To Mark, it was very clunky as he would book in the review, go through the client’s updated details and send the ROA post-meeting.

By 2009, he hired the services of an outsourcing company in the Philippines which helped him create procedures and streamline processes for his business.

Fast-forward to 2012, after feedback and comments from his clients who asked if he could actually present the ROA in the meeting so they can understand it better, he started phoning clients before the meeting and running through a series of questions he turned into a checklist and asking his clients if they had questions they’d like him to pay more attention to in the meeting. This information became the backbone of the ROA which he would present in the review meeting.

By continuously refining his processes, outsourcing tasks and asking for feedback, he was able to make his client review meetings more efficient and more meaningful to his clients.

Advisers also had the opportunity to ask questions about refining the review process and here are a few takeaways from the discussion:

Building Rapport in virtual meetings:

Virtual meetings can be tricky since there’s a limit to what we can sense. Liz Hughes said it’s as simple as taking the first 10 to 15 minutes of the meeting for small talk which makes a huge difference in how her meetings run.

Conversations with long term clients:

  • A good quote from Mark was, “We have a compliance to tick off but we also have a relationship to build”.
  • Paul Wright also shared the 3 Kinder Questions
  • Paul also said, “deformalising the language, both written and otherwise, can make a difference since your clients will notice this and appreciate it.”

21/04/2022 ago

|

Category:

Ongoing service

In this workshop, Mark Lewin explains the evolution of his review process back in 2003 from “selling performance” rather than building deeper client relationships. To Mark, it was very clunky as he would book in the review, go through the client’s updated details and send the ROA post-meeting.

By 2009, he hired the services of an outsourcing company in the Philippines which helped him create procedures and streamline processes for his business.

Fast-forward to 2012, after feedback and comments from his clients who asked if he could actually present the ROA in the meeting so they can understand it better, he started phoning clients before the meeting and running through a series of questions he turned into a checklist and asking his clients if they had questions they’d like him to pay more attention to in the meeting. This information became the backbone of the ROA which he would present in the review meeting.

By continuously refining his processes, outsourcing tasks and asking for feedback, he was able to make his client review meetings more efficient and more meaningful to his clients.

Advisers also had the opportunity to ask questions about refining the review process and here are a few takeaways from the discussion:

Building Rapport in virtual meetings:

Virtual meetings can be tricky since there’s a limit to what we can sense. Liz Hughes said it’s as simple as taking the first 10 to 15 minutes of the meeting for small talk which makes a huge difference in how her meetings run.

Conversations with long term clients:

  • A good quote from Mark was, “We have a compliance to tick off but we also have a relationship to build”.
  • Paul Wright also shared the 3 Kinder Questions
  • Paul also said, “deformalising the language, both written and otherwise, can make a difference since your clients will notice this and appreciate it.”