Your company strives to distinguish itself from your competition as a financial services leader. Your clients have the awesome power to keep you in business, or not. Committing to an ongoing client retention program with Telcare puts you back in the driver’s seat. Knowledge is power, and Telcare specializes in obtaining that customer satisfaction knowledge for you in a high quality, simple, but low cost way.
Just ask Philip Poole, Investestment Advisor Representative for John Hancock Financial Network. Telcare surveys Philip’s clients after he has completed the financial transaction, and stays in touch with Philip’s clients with Thank You and Birthday cards.
“Telcare has been a great addition to my client retention program. They help me to stay in front of all my clients throughout the year with their greeting cards, and keep me informed of my clients’ views of my performance with their surveys.”
We’ve split most financial services into two categories, Long and Short Term Transactions. The following describes what we mean and offers you great retention ideas that get you that all important knowledge while promoting referrals and repeat business. On our Online Survey Reports site, the results of the surveys can be easily cross-tabulated by product, advisor, region or other demographic information to show you exactly where the improvements need to be made and which advisors need coaching or rewarding.
Long Term Transactions
Companies that sell long term financial products or services to both business and consumers such as mortgages, insurance policies, securities / investment accounts, and loans or credit lines, often do so once as a single event. However, because you hope that the client will eventually return to obtain more products, and even better, to refer their friends and associates, Telcare recommends the following customer retention program:
- Hand-signed Thank You card upon completion of transaction with a referral reward
- Appropriately timed short telephone survey to see if their experience was positive
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
- Hand-signed card or letter to invite them back to see other offerings with a repeat business and/or referral reward
Short Term Transactions
Short term financial transactions can include offerings such equipment and vehicle leases, short-term loans, etc. Most of these arrangements are contractual in nature and have a specific time period element and provide an opportunity for you to obtain new business at the end of the time period. The initial contract and the renewal are the keys to the following client retention program:
- Hand-signed Thank You card upon initial contract signing with a referral reward
- 90-day check in short telephone survey to see if their initial experience has been positive and uncover any problems quickly
- Hand-signed Expiration card or letter sent at least one month prior with a repeat business reward
- Hand-signed Holiday card (Thanksgiving, Winter Holidays) just to say you appreciate them
To obtain a quote for either of these great programs, please contact Telcare today.
