While your firm’s operational systems add capacity, it’s your client-facing systems -- the ways you handle referrals or onboard new business, or even the overall design of your client experience – that help you add more value to your practice. So think for a minute: Which part of your client-facing process is the weakest link? That’s the one you need to focus on today. “Choose one thing that isn’t perfect and that you’d like to enhance,” suggests Chris Kirby, senior business consultant for Securities America Financial Corp. “It can be valuable to take an hour for each of these areas and take it apart, and make sure everyone on staff is doing it the right way,” he adds. (Hint: Sounds like a good topic for a team meeting.) Improving the way you, your staff and your systems interact with clients will enhance client relationships, Kirby says. Not only will clients have a better experience and your practice run more smoothly, but your team will be more confident that nothing “falls through the cracks,” he says.
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