This is something no one talks about

What if all that work to customize your client service...

Prevented you from actually making clients feel special?

Two months ago I was talking with Sarah, someone I've gotten to know over the past few months.

She was exhausted.

Custom reports. Special processes. Unique pricing.
"I'm doing everything differently for everyone,"
"But something feels off."

She was right.

We looked at her client satisfaction and it was good but no one was valuing the “special treatment.” And where clients wanted more it was around consistency and frequency.

I've seen a lot of the best and most ambitious advisors go through this.

And here's what nobody talks about:
Your clients don't actually care about customization.

They crave feeling seen and cared for.
But all that customization?

It steals time from what matters:
Being truly present for your clients.

I showed Sarah what our most successful customers do:
They've mastered delivering consistent processes that are personalized.

But not custom.

How do you do that? There are 3 steps:

1. Audit what you’re doing now looking for any complexity.
   - Look at Reporting (performance, financial planning), Billing (# of schedules and complexity), Investment Management (number of models and the scale of each), Client Communication etc.

2. Rank based on level of effort & client value (as expressed by clients)

3. Eliminate low-value, high-effort work. Replace with automated processes clients value.

4. Refine the “must keep” customizations to make them simpler.

This is exactly what we did for Sarah.

Now her business is thriving.
That's how you scale great service.
That's how you create exceptional experiences.

How do you ensure clients feel valued without crushing your operations?

PS "𝗦𝗶𝗺𝗽𝗹𝗶𝗰𝗶𝘁𝘆 𝗶𝘀 𝘁𝗵𝗲 𝘂𝗹𝘁𝗶𝗺𝗮𝘁𝗲 𝘀𝗼𝗽𝗵𝗶𝘀𝘁𝗶𝗰𝗮𝘁𝗶𝗼𝗻."
– Leonardo da Vinci

Thanks for reading.

- John

John Prendergast
CEO, Blueleaf
Exceptional Client Experience, Reporting & Modular All-in-one Functionality
For 30-50% less
Talk to our team here to learn more