Master client reviews
Take your reviews to the next level, expand client relationships, and increase retention using these ideas from Legg Mason.
Client reviews provide opportunities
Plan sponsors and high net worth clients demand the highest level of service. Use reviews to deliver value, strengthen relationships, and retain clients.
UNDERSTANDING THE CLIENT REVIEW
The review is critical to client retention. Make it a great experience, from the greeting to the location. Demonstrate your understanding of your client’s needs and structure the discussion as a bridge from the past to the future.
HOW TO PREPARE
Create a formal agenda and send it in advance. Make sure you discuss progress against goals—not just performance against an index.
HOW TO CONDUCT THE REVIEW
Proper planning helps the review go smoothly. Address the emotional side of investing and planning for the future, in addition to the numbers.
As soon as possible, gather your notes and write a short letter or email. Specify next steps and timetables for action, make plan changes, and provide documentation. You also can ask for feedback to help create positive experiences in the future.
What key steps can you take to conduct reviews that reinforce your value and expand relationships?
- Maximize efficiency and streamline the experience.
- Position performance as progress against client goals.
- Make the most of available tools and resources.
- Lay the groundwork for referrals.
- Create a clear, documented follow-up process.
Download the full report to strengthen the three Rs critical to your success: relationship, relevance, and retention.
Mastering the client review
Take the quiz to evaluate your process, use the worksheets to plan reviews, and get in-depth insights.Download the report. (PDF)