Maximum Confidence They’re On-Track

Updated 10 months ago by VouchedFor Team

Clients Confident They’re On-Track is a Driver of Elevation Goal 2: Delighting existing clients, promoting advocacy and retention

Data based on responses to the following question, asked in the Verified Client review form

“How confident are you that you are on track to achieve your goals?”

Possible responses

Not sure
Quite confident I’m on track
Confident I’m on track
Couldn’t be more confident I’m on track

Clients Confident They’re On-track Score

Proportion of respondents answering “Couldn’t be more confident I’m on track”

Relationship between Clients Confident They’re On-Track and Passionate Advocacy

The relationship between Clients Confident They’re On-Track and Passionate Advocacy is highly statistically significant

Why do we ask about Clients Confident They’re On-Track?

The confidence that clients have that they’re on track to achieve their goals arose as a key driver of advocacy through our qualitative research with firm management teams, advisers and clients.

We confirmed this relationship quantitatively through our review forms.

How to improve your score:

Establish clear goals

Understanding motivations. Establishing your client’s real goals and the motivation behind them is vital to getting your client to buy into the value of your advice and gain a feeling of comfort that they are on track to achieve their goals.

Visualise the journey. Cash flow modelling can be a fantastic way to visually show your client the path to their goal. By returning to the cash flow model every year, they can chart progress towards their goal which helps them feel on-track.

Link actions to the plan

Reference how the activities you are completing will bring your client closer to their goals. This will enable your clients to understand why they are taking those actions and how they fit into the bigger plan, and therefore feel more on track.

Examples of linking could be;
- “We need to understand how much risk you’re comfortable taking to achieve your goal of retiring at age 60”
- “By getting information about your existing pensions, we can see how much more you’ll need to save to retire at 60”
- “Investing an extra £200 per month will boost your savings to help you buy your holiday home overlooking the mountains in north Wales in 10 years”

Validate

Repeat back. Get your client to repeat the plan to achieve their goals back to you, including how each step will contribute to achieving the goal. This will help you confirm they understand what’s going to happen and how it gets them closer to their goal. If they can’t tell you what the plan is and why each step is important, it’s time to go back and explain again.

Worst case scenario. Ask your client to tell you what would happen if they didn’t follow the plan. The answer will generally be that they don’t achieve their goal, which reinforces the importance of following the plan and helps them feel on track.

Your client feeling clear that they are on track to achieve their goals massively increases advocacy. Take the time establishing your client’s goals and helping them see how the steps you’re taking will get them there. Cash flow modelling can be a great way to visually show the journey and help get clients buy in.