We are constantly striving to make our firm relevant, applicable and client friendly. Yesterday we spent the day as a firm at the Grove Park Inn discussing, brainstorming, dreaming and critiquing about how we can improve the overall client experience. I wanted to share this so that you know we deliberately and carefully examine all the aspects of our firm and how we can improve where improvement may need to occur. We have been doing this kind of activity through the years, and as our staff continues to grow numerically and professionally, we plan on doing these kinds of activities on a regular basis. Here are some highlights of the day:
- SWOT Analysis – Strengths, Weaknesses, Opportunities and Threats.
Each person prepared ahead of our meeting their thoughts/analysis in each of these areas and then we discussed as a group. Each area was ranked according to importance and then actions were agreed upon as to what needs to be addressed, how to be addressed and when to be addressed. Much of the rest of the day was tied directly back to these 4 areas.
- Here are some Goals/Strategies we agreed upon based on the above SWOT Analysis:
- Develop an effective client survey/feedback tool.
- Review client’s overall financial plan to see where other needs might be met. Our goal specifically is to make sure the insurance component of the client’s plan is where it needs to be and in a cost efficient manner.
- Expand our referral network with our centers of influence (attorneys, CPAs, insurance agents, etc.)
- Do a better job in intentionally asking our current clients for referrals.
- Expand our footprint potentially into Kingsport, Greeneville and Elizabethton.
- Continue to do more quality seminars for our clients and prospects.
- Increase our online presence through social media like LinkedIn. We recently started a blog on our website and want more clients/prospects to use that vital tool for information and data.
- Here are some Action Items we agreed on more for our personal and professional growth:
- Start having a monthly book study beginning in March. We will rotate the leading of the chapters to give everyone the opportunity to lead. The first book is an oldie but goodie: The Seven Habits of Highly Effective People by Steven Covey.
- Begin to have at least quarterly staff meetings. Again, we will have discussions in different areas from administrative to property management. With our staff growing in size, it is important to keep tabs on areas that we don’t necessarily participate in on a day-to-day or week-to-week basis.
Again, I just wanted you to see that we intentionally and carefully try to make BCS Wealth Management professional in every possible way. We certainly aren’t perfect but want to continually make strides to offer top level service and create a great client experience.
