#1 Reason Clients leave Advisors:
“Well they never really called me or had meetings with me to discuss my accounts…”
Our top advisors and teams attribute 30-60% of their yearly revenue from existing clients
and unsolicited referrals. This is the easiest way to grow your revenue and increase your
yearly ROI, hands down! This doesn’t mean the advisor needs to spend more time talking to
or meeting with clients; it just means you need to implement a few processes and systems
with your client service representative.

Client service is one of the most important job roles in a financial firm. It goes way beyond
just taking inbound calls from clients that have questions or requests. A great client service
representative will reduce or even eliminate the need for an advisor to have to call back a
client with questions, keep clients excited with the investments they have with you, find
additional opportunities/assets with current clients, and retain clients based on the amount
of proactive communication. All this will lead to receiving more unsolicited referrals.

✓ 3 Priorities of Client Service:

1. Providing regular client service calls to review their accounts
2. Answering client questions and handling any requests or changes
3. Finding additional opportunities with clients and scheduling a meeting/call with advisor

✓ Results of High-Level Client Service:

1.  Capturing additional assets with clients
2. Retaining more clients
3. Increase Unsolicited Referrals given by clients
4. Client Service Calls

✓ Prepping for Client Service Calls:

• Have all annuity contracts with anniversary dates within the current month, ready to
  review with the advisor to see if they want any reallocations
• Pull the clients files to look at CFQ, meeting notes from first appointments
• Look up their current annuity contracts for account values
• Look up their AUM accounts to see values and increases etc.
• Compare CFQ overall assets to Annuity and AUM to see if there are additional
  opportunities not captured yet to be prepared for the Client Service call

✓ Client Service calls (A, B, C clients) Quarterly:

• Anniversary/Reallocation” call to let them know if advisor feels they need any
  reallocations, or that they are in a great place and need no changes (make call 1
  month prior to anniversary date)
• Set reoccurring “Client Service” calls every 3 months after the
  “Anniversary/Reallocation” call
• The purpose is to excite them about their current investments, both Annuity and
  AUM, as well as answer any questions they might have
• If an opportunity exists, you can schedule a client review meeting or call with the
  advisor

✓ Client Service Calls (D clients) Semi-Annually:

• “Anniversary/Reallocation” call to let them know if advisor feels they need any
  reallocations, or that they are in a great place and need no changes (make call 1
  month prior to anniversary date)
• Set reoccurring “Client Service” calls every 6 months after the
  “Anniversary/Reallocation” call
• The purpose is to excite them about their current investments, both Annuity and
  AUM, as well as answer any questions they might have
• If an opportunity exists, you can schedule a client review call with the advisor

✓ RMD Notification and Calls:

• • Email clients RMD Notifcation in October-December (all clients 65-70)
  • Outbound calls to discuss RMD in October-December (clients ages 69-70)
  * You can pre-calculate what their RMD will be
  • Outbound call to discuss RMD still owed in October-December (clients ages 71+)
  * You can use Orion platform to see what they owe

Goal-Setting for Client Service Reps.

✓ Client Service Rep. Weekly/Monthly Goals:

• Review 10 client files per week
• Schedule 10 Hot Client review meetings/calls per month

✓ How to Find Additional Assets/Opportunities:

1. Go straight to the back of the file, as this is most likely where those assets are
   hiding
2.  Look at first two or three original meeting notes, either CopyTalk or handwritten notes
3. Compare the amount of assets in the notes to those written down on the CFQ
4. Check your CRM/Insurance Carriers/TD/SIS for total assets allocated AUM and
   annuity
5. Make note of any additional assets, if its available now or the future
   maturity/surrender dates
6. Update the Hot Client list in the metrics and include any important notes or
   dates
7. Review the list of opportunities with your advisor to determine a priority list and
   which sales tracks are most appropriate for that specific opportunity
8. Use iContact to email the specific animation track to the Hot Clients
9. Call two days later, giving them time to open and watch the animation, to
   schedule call/meeting
10. If you leave them a voicemail, always follow up with a personal email to offer
    some dates/times

Animation – Sales Track Cheat Sheet:

•  Track 1 – Money Markets
  • $ in CD’s, Bank other Money Market accounts
•  Track 3 – Stock Market History
  • $ in stocks, bond funds, mutual funds, stock funds, variable annuities etc.
• Track 5 – Bond vs Bond Funds
  • $ in bond funds, mutual funds, stock funds
• Track 6 – Variable Annuities
  • $ in variable annuities
• Track 8 – Investing for Income
  • Creating the need and urgency to invest for income, wedging against the market