Boost your bottom line by becoming a virtual communication virtuoso

By Joanne Ferguson | December 1, 2004 | Last updated on December 1, 2004
4 min read

(December 2004) In your practice today, chances are you contact your clients and prospects virtually more than you meet with them face to face. Successful advisors say that using virtual communication effectively is critical to the growth of their business and is becoming increasingly important.

By virtual communication, we are talking about phone calls, voice mail and e-mails. Using technology to communicate is becoming accepted and appreciated by everyone today, and you should take advantage of this.

Virtual communication is a powerful tool, which, when used properly, can positively impact your bottom line and provide many other benefits, such as:

  • Time savings for you and your team
  • An enhancement of the professionalism of your business
  • Increased client contact
  • More efficient and cost-effective prospecting
  • More client satisfaction (some prefer this type of communication)

To fully realize these benefits, it is essential for you to set the standards for all methods of virtual communication for your team. Here is a tipsheet to help you do just that:

Voice mail

Set a standard timeframe for returning calls.

Set a standard for team messages. For example:

Hello, it’s Monday, July 10th, and you have reached Joe Brown. I am in the office today so please leave me a message and I will return your call as soon as possible, or if you require immediate assistance, please contact Tom Smith at 416-999-9999.

OR

You have reached Joe Brown of The Brown Group. It is Monday, July 10th, and I am in the office but I have a number of meetings today. I will be returning messages after 4 p.m. today. If you would like more immediate assistance, please contact Tom Smith at 416-999-9999.

Decide when you will update your voice mail message (for example, you could change it daily, or only on holidays, vacations, or other special circumstances).

Make sure that you leave a vacation message stating the date you will return and who can help the client while you are away. For example:

Hello, you have reached Joe Brown of The Brown Group. I will be out of the office the week of July 10th returning on Monday, July 17th. In my absence, please contact Tom Smith at 416-999-9999 for assistance.

More RRSP Survival Guide
Construct your own client communication process in 5 smart steps

Boost your bottom line by becoming a virtual communication virtuoso

How to create a message that resonates with the 50-plus client

To Clients: Year-end tax issues and opportunities

Communication compilation: More online communication resources and tools

Back to RRSP Survival Guide main page

TIP: If you do not change your voice mail message on a daily basis, clients and prospects may wonder if you are in the office or if you have been checking your messages.

E-mail

Set a standard time frame for responding to e-mail.

Be aware of spelling, grammar and punctuation.

Attach an electronic business card (vCard) to provide the correct spelling of your name, your phone number, fax number and mailing address.

Team e-mails should have a consistent look, such as having the same team logos.

Use the “out of office” feature when on holiday. State the date you will return and who can help the client while you are away. For example:

I will be out of the office the week of July 10th and returning on Monday, July 17th. In my absence, please contact Tim Smith at 416-999-9999 for assistance. Thank you. Joe Brown.

TIP: E-mail may be the first point of contact with a client. Remember to use spell check. The recipient cannot hear your voice, so punctuation can make a message stronger, but be careful that this is what you intended. Using all caps comes across as screaming, so avoid that.

Faxing

Have a clear and professional fax cover sheet.

Create a standardized cover sheet for the team.

Incoming calls

Set a standard greeting. When answering the phone, you will want to be articulate and welcoming as you want clients to feel appreciated.

You do not have the luxury of shaking the person’s hand or smiling. Try and use the client’s name more than once – this should help them feel more comfortable.

Internet presence/websites

Post relevant information.

Ensure that the information is updated regularly.

Assign one person to control the website and ensure that you have a backup person.

TIP: Having a presence on the Internet creates an online relationship with your clients and prospects.

• • •

Joanne Ferguson is a partner with Ontario-based Advisor Pathways, a company that offers consulting and coaching help to advisors and their firms across Canada. Joanne can be reached at jferguson@advisorpathways.com or through her company’s website at www.advisorpathways.com.

12/03/04

This ADVISOR Special Report is sponsored by:

Joanne Ferguson