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Care for Your Clients & Initiate WOW Moments

"There are two ways of spreading light: to be the candle or the mirror that reflects it." - Edith Wharton
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What You Will Learn

  • Build the foundations for client-focused relationships that transcend money

  • Enhance the level of trust you and your team have with your best clients

  • Increase your awareness and understanding of the specific needs, desires, and goals of your                                         best clients (AAA, AA, and A clients)

  • Provide customized attention and exceptional client service to meet the individual needs of each of your best clients

How You Can Get Started

Develop Client Snapshots for Your Best Clients

  1. Now is a good time to revisit your Client Analysis Worksheet to determine exactly how many best clients you currently have (these are your AAA, AA, and A clients).

  2. Once you know exactly how many best clients you have, read about Providing an Exceptional Experience.

  3. Print and review the Client Snapshot Guidelines to easily identify the type of information you need to gather and use to deliver personalized service to your best clients.

  4. To begin development of these important Client Snapshots, you may want to print off a copy of the Client Snapshot Template and complete as much as possible.

  5. Once you are finished, circulate the Client Snapshot to anyone else on the team to see if they have additional information to add.

  6. If you know there are other areas where this type of information has been stored in the past (i.e., in a client file physically or somewhere else digitally) have someone on the team find it and add it to the Client Snapshot too.

  7. Determine how you will store this information on your CRM so everyone on the team has access.

  8. For additional information, refer to How to Create Your Client Snapshots.

Use Client Snapshots to Deliver Highly Personalized Service

  1. For meetings or call rotations with your AAA, AA, and A clients, always review the Client Snapshot ahead of time so you are fully prepared.

  2. Review Moment of Truth Playbook for an in-depth analysis of WOW Moments.

  3. During your meeting or call rotation use the Client Snapshot to create rapport and actively collect more client specific information through natural conversation.

  4. After every meeting or call rotation, someone on the team must record any new information gathered in the Client Snapshot section of the CRM. 

  5. If the new information is significant, it should be shared at the Weekly Team Meeting.

Remember, the collection and use of client specific information is an ongoing process.  All team members should continually update and use this information in a meaningful way to connect and create chemistry with your best clients.

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