Action Lists
Opportunities
Clients said their adviser has not asked them to recommend them to people they know
Choose your language Rather than “I build my business on recommendations – please can I have one” change to “I’d love to help others as I’ve helped yo...
Estimated values of Commercial Opportunities
Opportunity Estimated Opportunity Value Prospects will "maybe" use the adviser's services in the future Prospect intends to use the adviser's services...
Risks
Not sure how their adviser's fees work (client)
Explanation Confidence in your structure. Be confident explaining your costs and charges - very few clients shop around or choose an adviser based on...
Not sure they're on the most suitable protection policy for them
Understand your client’s goals To find the most suitable policy for your client, you need to understand: - Their present situation - Their preferences...
Impact of their circumstances on the policy were not explained to them
Not sure they're on the most suitable mortgage
Understand your client’s goals To find the most suitable mortgage for your client, you need to understand: - Their present situation - Their preferenc...
Might feel uncomfortable talking about personal issues
Starting your conversations Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to y...
Long-term plans not discussed when getting a mortgage
Focus on goals It’s important to clearly establish your client’s goals. This is much broader than the mortgage they’ve come to talk about, but what th...
Didn't talk about any sensitive personal information throughout the process
Starting your conversations Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to y...
Didn't discuss their circumstances as part of the process
Starting your conversations Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to y...
Only talk to their adviser about finances
Starting your conversations Establish Rapport. Rapport extends beyond small-talk. Finding genuine common ground to talk about which connects you to y...
Would not ask a question until the next scheduled meeting
Emphasise Throughout Explain & Repeat. Assuming your ongoing service allows unlimited contact, ensure this is explained and emphasised at outset. Rep...
Barely read the correspondence they receive
Be clear that your communications need to be read Emphasise importance. From your initial conversations, emphasise that your communications will incl...
Correspondence they received was unclear
Easy to read Summarise. Where possible, it’s good to summarise and provide key information upfront and then cross-reference to other documents for mo...
Client didn't receive any correspondence
Be clear that your communications need to be read Emphasise importance. From your initial conversations, emphasise that your communications will incl...
Speak to their adviser less than once a year
Regular touch points Follow up from all meetings with a communication (client portal, email or letter) outlining the key concepts and agreed actions....
Did not discuss the risks associated with the mortgage they took out
Relate explanations to your client’s circumstance When explaining risks, relate them to the client’s own circumstances, using elements from their live...
Not sure if they're on-track to achieve their goals
Establish clear goals Understanding motivations. Establishing your client’s real goals and the motivation behind them is vital to getting your client...
Not confident of the potential disadvantages of their advisers' recommendations
Visualise potential issues Connect to emotions. Ask your client to visualise what would happen if something didn’t go according to plan. How would th...
Did not discuss the risks associated with getting a mortgage
Relate explanations to your client’s circumstance When explaining risks, relate them to the client’s own circumstances, using elements from their live...
Not sure how their adviser or firm earned money with respect to the protection products they discussed
Explanation Confidence in your structure. Be confident explaining any explicit costs as well as how you’ll get paid up front. Obviously don’t start y...
Didn't know how their adviser earned money with respect to the mortgage they discussed
Explanation Confidence in your structure. Be confident explaining any explicit costs as well as how you’ll get paid from lenders up front. Obviously ...
Didn't know how their adviser would earn money with respect to the mortgage
Explanation Confidence in your structure. Be confident explaining any explicit costs as well as how you’ll get paid from lenders up front. Obviously ...
Not sure how their adviser's fees work (prospect)
Explanation Confidence in your structure. Be confident explaining your costs and charges - very few clients shop around or choose an adviser based on...
Value for Money, Quality of Advice & Quality of Service Ratings
Negative reviews are rare as most clients are happy with their adviser. If you do happen to receive a less-than-positive review however, don't worry! ...
Client would like help getting life insurance, income protection or a critical illness policy
How to act upon the opportunity? This could indicate that a client isn't sufficiently covered for one of the risks. As the adviser, you can then consi...
Clients would like the adviser to contact them to discuss their protection needs within the next 1-3 years
How to act upon the opportunity? This answer provides you with a warm opportunity for this client. It may be a good idea to let them know that you hav...
Clients would appreciate help getting insurance to cover their mortgage payments
How to act upon the opportunity? This answer provides you with a warm opportunity for this client. It may be a good idea to let them know that you hav...
Helping others in your family prepare for their financial future
How to act upon the opportunity? As the adviser, you can use the feedback to raise the topic with the client in their next conversation, letting them ...
Prospects will "maybe" use the adviser's services in the future
How to act upon the opportunity? Being aware that the prospective client potentially intends to become a client can be useful as this isn't always cle...
Prospects intend to use the adviser's services in the future
How to act upon the opportunity? Being aware that the prospective client intends to become a client can be useful as this isn't always clear from the ...