Receptionist/welcome o How often is it a different face there? (Promotions, CSA back up, etc). o Does the receptionist hold a conversation? What does the client do? o Does anything speak to our values or brand promise? o Does receptionist know in advance who they are? o What happens if the advisor doesn’t answer? Do we have a system the receptionist knows?
Office/conference room o Is the conference room neat? Clear of clutter/cords/coasters stacked, etc? o Are there crumbs on the table? Are the chairs straight? o Does anything speak to our values or brand promise? o Where do they sit? Are they across the table? Are they facing a monitor? o Is their name on a “welcome” screen on the TV?
Start of meeting o Do we verify how much time they have allotted? (And do we respect it?) o Do we take the time to understand their agenda and respect it? o How is the advisor sitting? What is his/her demeanor? o Is the advisor addressing both equally? o What are we doing to engage the less engaged member? o Are we speaking in benefits and advantages or just “features”?
In other words, is the client hearing a lot of “we, we, we, we” or is he/she hearing about the outcomes for them?
Ending the meeting o Do we end on time? (aka, are they in their car when they said they needed to leave?) o Do we walk them out to the front door? Do we walk them to the waiting room? o How does the advisor leave it? Is the client clear on next steps? o Do we schedule the next appointment with the clients in the office?
Themes
Anxiety is reduced and trust is built when clients know what to expect at each stage.
The more prospects know about what to expect, risk is lowered.
