“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
(June 12, 2003) Advisors were told that to be successful, they have to focus intently on the person who “puts the money in your pockets” — the client. Bill Black, president and CEO of Maritime Life, told advisors at the Advocis conference Thursday in St. John’s, Newfoundland, that too many businesses focus strictly on numbers and not on the quality of the customer experience.
Admitting that keeping a client focus is challenging with all the distractions — ranging from market behaviour to new regulations — that advisors continually are forced to deal with, Black outlined four rules to help the packed hall of delegates satisfy their clients and build their business. The most important rule, noted Black, was to remember “your value is in relationships, not in rate comparisons.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
(June 12, 2003) Advisors were told that to be successful, they have to focus intently on the person who “puts the money in your pockets” — the client. Bill Black, president and CEO of Maritime Life, told advisors at the Advocis conference Thursday in St. John’s, Newfoundland, that too many businesses focus strictly on numbers and not on the quality of the customer experience.
Admitting that keeping a client focus is challenging with all the distractions — ranging from market behaviour to new regulations — that advisors continually are forced to deal with, Black outlined four rules to help the packed hall of delegates satisfy their clients and build their business. The most important rule, noted Black, was to remember “your value is in relationships, not in rate comparisons.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
(June 12, 2003) Advisors were told that to be successful, they have to focus intently on the person who “puts the money in your pockets” — the client. Bill Black, president and CEO of Maritime Life, told advisors at the Advocis conference Thursday in St. John’s, Newfoundland, that too many businesses focus strictly on numbers and not on the quality of the customer experience.
Admitting that keeping a client focus is challenging with all the distractions — ranging from market behaviour to new regulations — that advisors continually are forced to deal with, Black outlined four rules to help the packed hall of delegates satisfy their clients and build their business. The most important rule, noted Black, was to remember “your value is in relationships, not in rate comparisons.”
“[Clients] depend on you to be aware of the market and depend on you to give them a competitive deal… but that’s not the most important thing,” Black told his audience. “What’s more important to them is relationship — it’s your knowledge, it’s your professionalism, it’s your accessibility, it’s your commitment… that’s why you’re [at this conference], to build on all of those. Having done so, I think you can be very confident that your [clients] will think well of you and speak well of you.”
To emphasize his point, Black shared real customer comments from a Maritime Life survey. Of his 14 or so examples, only one even vaguely referred to “surveying the market” — the rest all had to do with quality of relationship between advisor and client.
In addition to focusing on client relationships, Black also told audience members to:
Describe scenarios instead of making predictions;
Remember their true value is in providing outcomes, not illustrations; and
Keep in close contact with clients.
During his freewheeling and entertaining presentation, Black also touched on bank mergers (he’s against them, saying they don’t serve the customer’s best interests), insurance company consolidation (he thinks the industry is nearing a point where legislation may be required to prevent further mergers) and his view of “tied” versus independent advisors. “I happen to think it’s easier to be an independent than to be a tied agent so you can sit on the customer’s side of the table, but it is not the most important thing,” said Black.
Black also had a couple of general business lessons up his sleeve for his audience that included avoiding focusing too much on the short term. “I will show you exhibit A for that — the stock market,” said Black. “You all are preparing 10-, 15- and 20-year plans for your customers and you look at the stock market [daily]… it’s kind of interesting, but it has nothing to do with running your business.”
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