5 Behaviors to Keep Top of Mind

By Steve Kulesza, CFP®, Chief Business Development Officer

When most people think of sales, they think of a simple transaction of a product or service for the exchange of money. Meet a potential buyer, show them your product or service, provide a fair price and close the deal. Move on to the next customer.

That’s not how we think of sales at Dynamic. We think of it as an opportunity to build a long-term relationship that is centered on the client experience. This approach prioritizes building strong relationships, understanding client needs and delivering exceptional value. When the agreement is signed, the sale isn’t complete. It’s only the beginning.

If there’s anything we’re selling at Dynamic, it’s the value of relationships.

Creating a sales culture centered on the client experience requires much more than delivering Dynamic’s complete suite of professional services to advisors. Culture within organizations is cultivated; it’s learned patterns of values, perceptions and behaviors that are shared by a group of people. Here, these patterns begin with a mindset of continuously demonstrating our commitment to our advisors by delivering superior experiences.

See “The Importance of Culture for the Client Experience”

It’s a mindset we continue to focus on. We aim to ensure that every interaction is a positive experience, even when we’re unable to fulfill a request. To accomplish this, we keep these five behaviors top of mind:

1. Be Empathetic: We put ourselves in the shoes of the advisor and/or client to understand where the request or question is coming from. This helps us to be a thought partner, engaging with the advisor to find solutions. We do this with an appreciation of the source of the request.
2. Listen and Reflect: Be attentive and reflect on our understanding of the interaction. Never assume. Ask questions to make sure that we understand the request.
3. Be Strategic: Through cognitive thinking, we address the current needs of our advisors while considering long-term implications. Ever hear the saying, “Teach a man to fish and you feed him for a lifetime?” Sometimes we just give a fish and look for other opportunities to teach.
4. Look for Opportunities to Go Above and Beyond: Most times we can accommodate requests or provide solutions to an issue. However, we want to do more than that. We look for teaching moments, opportunities to show our gratitude, moments of recognition… things that separate us from like firms, so we’re commoditized as just another professional service provider.
5. Hold Ourselves Accountable for Advisor Success: Failure and a negative client experience are not options. If we hold ourselves accountable, we put ourselves on the same side of the table as our advisors—the key to long-term partnerships!

I can’t help but think of the client experience like a family dynamic. You put in the time and effort to provide a loving and nurturing home, but the real work begins when you walk through the front door. Every day. And like family members, we’re committed to the long-term success of the advisor in perpetuity.

As a wealth advisor, you know all too well how the value of fostering a client experience-centric culture translates to your practice. By applying these behaviors and committing to firm values that are passed on to your clients, you won’t only set your firm apart in today’s competitive marketplace, but also drive sustainable growth through long-lasting client relationships.

Steve Kulesza, CFP® is the Chief Business Development Officer at Dynamic. He leads Dynamic’s revenue growth and practice initiatives, including advisor recruitment, asset management growth and other services such as Concierge. Steve is an industry veteran, having worked as a wealth advisor, institutional Business Development Officer and Chief Operating Officer over the past two decades.

Investment advisory services are offered through Dynamic Advisor Solutions, LLC, dba Dynamic Wealth Advisors, an SEC registered investment advisor.

Photo: Adobe Stock