In January, Essex branch welcomed Jon Pittham of ‘Clients First’ on the subject of ‘moments of truth’.

In an enthusiastic and interesting presentation, Mr Pittham looked at the evolving Financial Planning practice which has fewer clients but deeper relationships with them.

The overall performance of an advisory business is the sum of countless interactions with clients and prospects. These interactions are the ‘moments of truth’ that influence the success or failure of planners.

Outlining the client experience, Pittham suggested numerous touch points throughout the year, highlighting how this should improve client satisfaction and consequently increase referrals to the business.

Delegates also received the programme of 2012 meetings which again offers interesting content following a successful 2011. The meeting was followed by lunch generously provided by branch sponsors Brooks MacDonald.Delegates were then asked,“why does a prospect buy from you?” The conclusion was that they know, like and trust you. Hence planners are selling themselves and creating credibility, rapport and trust for every client relationship (no RDR here!).