How should you thank clients for referrals?

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Everybody knows you should thank clients when they refer business to you. But financial advisors can’t agree on the right way to express their thanks.

Is a verbal thank you at your next client meeting enough? How about adding a card, gift or discount on your professional services? Often your response depends on the nature of your relationship with the client and the value of their referral.

If you decide on a card, must it be handwritten? Or could you use an automated service such as SendOutCards? I know advisors on both sides of this debate.

Some advisors reward referrals with a discount on their fees. Others shrink from this approach. They feel discounts make clients question the validity of their pricing. The non-discounters may prefer to buy dinner or send a gift to the referral source.

What do YOU think? Express your opinion in the poll you’ll find in the right-hand column of this blog. I’ll share the results of the poll in my April e-newsletter. (Note: The poll is no longer active, but you can read the results on page 3 of my archived newsletter.)

Related posts
* Guest post: “The Lost Art of the Thank You Card”
* “You” can help your job hunting “thank you”

Update on June 23, 2013: The combination of urLetters and urFont might substitute for SendOutCards with something that appears handwritten. Learn more about the two apps in “App puts a techie twist on writing letters,” which appeared in The Boston Globe. I haven’t tried either app because I prefer to write longhand.

Image courtesy of Stuart Miles/FreeDigitalPhotos.net

My best posts for financial advisors who blog

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If you’re a financial blogger who cares about well-written blog posts, you’ll find something useful in these posts.

By the way, if you’re struggling to crank out a steady stream of blog posts, “How to Write Blog Posts People Will Read,” my 5-week teleclass for financial advisors, starts tomorrow, Feb. 25.

Guest post: "The Lost Art of the Thank You Card"

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I’m a big fan of saying “Thank you.” So I’m delighted to feature this guest post by Suzanne Muusers of Prosperity Coaching. Suzanne is a consultant to financial advisors. I met her through Twitter.


The Lost Art of the Thank You Card
By Suzanne Muusers

What would happen to your referrals if you wrote five thank you cards per week? Would your client relationships deepen? Would you spread goodwill and kindness?

I’ve been sending out a lot of hand-written thank you cards lately. I find really nicely designed thank you cards at Trader Joe’s and AJ’s and I just get the urge to send them. You wouldn’t believe the response I get when the recipient receives the card. I usually get a phone call from them gushing about “taking the time to send a hand-written card” and “thank you so much for thinking of me.”

We have become such a digital world we forget about the impact such a simple action can have.  We now have email, ezines, newsletters, evite.com, and the like.  While it’s nice to save paper on such niceties and be “green,” getting a card in the mail is like getting a present.  When you send someone a card through the mail, I am betting that it stays on their desk for quite some time.

As I glance over my desk, I see a hand-written card I received from a financial advisor I met last month at the Financial Planning Association meeting. He asked me for advice on where he should get coach training. I gave him a few choice pointers and several days later received a beautiful zen-like card from him thanking me for the tips. You can bet that I’ll keep that card for a long time.

So how can you use thank you cards in your business? What occasions would be suitable for a thank you card?

How about:

  • Birthday cards
  • Nice to meet you cards
  • Thank you for the referral cards (as part of a written referral program)
  • Congratulations for your achievement
  • Sympathy cards
  • Wedding cards


Maybe thank you cards should be part of your Marketing Plan and part of your week!

Suzanne Muusers is a business coach, marketing expert, and a sales and marketing speaker based in Scottsdale, Arizona. Her coaching program for financial advisors, The Prosperous Advisor™ , focuses on revenue-building activities.

____________________
Susan B. Weiner, CFA
If you’re struggling to pump out a steady flow of good blog posts, check out my five-week teleclass for financial advisors, “How to Write Blog Posts People Will Read,” and sign up for my free monthly e-newsletter.
Copyright 2010 by Susan B. Weiner All rights reserved

Can you over-use "you" in your marketing materials?

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You may be surprised by my suggestion that you can overuse “you” in your written communications. I’ve said many times that investment and wealth managers speak too much about “we,” the firm, and too little about “you,” the client or prospect.

Writing reader-focused text is important. However, dropping “you” and “your” multiple times in every sentence is overkill.

Here are some usage suggestions that emerged from my conversation with designer Margaret Patterson, author of the popular pitch book posts on this blog.

  • Don’t use “you” when it isn’t clear who “you” is. Make it clear whether “you” refers to the client, financial advisor, consultant, or some other individual or group.
  • Don’t use “you” prematurely. Writing “We help you reach your financial goals” isn’t appropriate when you’re addressing a prospect who may never become a client. “We can help you reach your financial goals” would be okay. Better yet, “We help clients reach their financial goals.”
  • Simply using “you” won’t convince your clients that you care about them. You must back up your words with actions.
  • Don’t write “you” in fancy fonts that are hard to read. If used too much in any font, “you” makes a document tedious.

____________________
Susan B. Weiner, CFA
If you’re struggling to pump out a steady flow of blog posts, check out my five-week teleclass for financial advisors, “How to Write Blog Posts People Will Read,” and sign up for my free monthly e-newsletter.
Copyright 2010 by Susan B. Weiner All rights reserved

Moldy websites hurt your SEO, but blogging can help

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Your website needs regular infusions of fresh content to help potential clients find you.

That’s one of the lessons I took away from “Things that can hurt your website’s ranking” in The Boston Globe on Jan. 24. The author advised against “Building your website but letting it molder for months without updates,” if you’d like your website to show up in searches.  

If you blog regularly on your website, that counts as an update. The same thing applies if you add your regular newsletters to your site. If you blog somewhere other than your website, consider feeding your blog to your website, as I’ve done on my Investment Writing website. I also regularly add my monthly newsletter and occasionally update my portfolio of writing samples and other website pages.

By the way, while I couldn’t find a link to the website ranking article that I quote above, I believe it appeared as a sidebar to Scott Kirsner’s “In Web world, a successful marketing effort means gaining inside track on searches.”

What about YOU? Have you found that updating your website regularly has improved your online search rankings?
____________________
Susan B. Weiner, CFA
If you’re struggling to pump out a steady flow of good blog posts, check out my five-week teleclass for financial advisors, “How to Write Blog Posts People Will Read,” and sign up for my free monthly e-newsletter.
Copyright 2010 by Susan B. Weiner All rights reserved

Five-Week Writing Teleclass for Financial Advisors: "How to Write Blog Posts People Will Read"

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Blogging has become a “must” for many independent and fee-only financial advisors. It’s a great way to connect with current and potential clients. Blogging also helps drive traffic to your website and cement your reputation as a leader in your field. But many advisors struggle to crank out a steady flow of compelling blog posts. That’s why you need to enroll in “How to Write Blog Posts People Will Read,” my NEW five-week teleclass for financial advisors.

You will learn how to
o  Generate and refine ideas for blog posts that will engage your readers
o  Organize your thoughts before you write, so you can write more quickly and effectively
o  Edit your writing, so it’s reader-friendly and appealing

The inaugural class will be offered exclusively to my newsletter subscribers and to clients. Participants in the initial class will receive a 50% discount in return for participating fully and providing detailed feedback.

When you participate fully in this class, you’ll end up with one polished blog post–and a process you can follow to generate many more.

How you’ll get there
o Small class–limited to 12 advisors–so you can participate, not just listen passively. Research shows that people learn best when they act on new information.
o Classes will meet on five successive Thursdays–Feb. 25, March 4, March 11, March 18 and March 25– on a teleconference call from 1:00 p.m.-2:00 p.m. Eastern Time
o Convenience because you can dial into the weekly phone calls from anywhere–and classes are recorded, in case you can’t attend “live”
o Guidance through a step-by-step process of writing blog posts, including
o  Generating blog post topics
o  Organizing your thoughts before you write
o  Positioning your blog post to appeal to readers
o  Editing your posts to boost their reader-friendliness      
o  “Hands on” practice through completing your weekly homework assignments
o  Resources for the future because you can download
o  Class recordings
o  Class handouts
o  E-booklet
o Feedback from a seasoned financial writer-editor whose clients range from the country’s largest asset managers to solo professionals to trade and retail publications

Register Now!

TESTIMONIALS
What advisors say about other workshops by Susan Weiner, CFA
o “I found this presentation very helpful because it focused on key elements to being an influential but understandable advisor.”
o  “Susan’s presentation brought to life the benefits of better writing.”
o  “Great tips for jump starting my client communications”
o  “Susan’s presentation made me want to go back to my office and juice up my emails and letters.”
 
DO YOU HAVE QUESTIONS?
Contact Susan at learn@investmentwriting.com or 617-969-4509.

Register Now!

Poll about overweight, but not the stuff of New Year’s resolutions

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I grapple with “overweight” at the end of every year and every quarter. 

It’s the kind of overweight measured in percentage points, not pounds. That’s because I’m writing performance reports for institutional mutual funds that may overweight or underweight sectors relative to the funds’ benchmarks.

I haven’t found any guidelines about how to write about these statistics, so I’d like to find out which wording you prefer for talking about a fund that has above-benchmark holdings in a sector.

  1. Our overweight in
  2. Our overweight position in
  3. Our overweight to
  4. Our overweighting in
  5. Our overweighting to

Please answer the poll that will appear in the right-hand column of this blog until some time in February. I’ll report the results in my March newsletter.

If you can give a compelling reason why you favor specific wording, I’d also like to hear about that.

Can you make a case for "mitigate"?

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Good writing uses strong verbs. Strong verbs are usually short. Thus, I strongly dislike the word “mitigate.” In fact, I can’t think of any time that I’d use mitigate instead of a synonym.

Some of my favorite synonyms for “mitigate” in the context of an investment or wealth management article include 

  • Cut
  • Ease
  • Manage
  • Reduce

Can you think of a case where it would be essential to use “mitigate” instead of a synonym? I’d like to know.

 

Note: updated 11/18/24

Financial writers clinic: Rhythm can help you

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I got rhythm, I got music…Who could ask for anything more?                                         

Rhythm isn’t only useful for Gene Kelly tap dancing to “I Got Rhythm” in An American in Paris. It also can also energize your writing about investment or wealth management.

Writers in our industry are prone to writing long, long sentences. One way to improve your rhythm is to insert some short sentences amid the long ones. Or even to start your article with some.

Here’s an example that caught my eye.

Reduce the growth of health care costs. Bend the curve. Find the game changers. Reform the delivery system.

Yawn.

 

This is how David Leonhardt of The New York Times started his “Falling Far Short of Reform,” a column about health care reform.

The sentences in Leonhardt’s introductory paragraph run four to seven words in length. If the sentence length of his entire article averaged five words, you’d get bored. The repetitive rhythm would start to work against him. In small doses–or interspersed among longer sentences–they are easy for readers to absorb. 

I also like the humor of “Yawn.” It makes it easy for the casual reader to relate to the article.

You might apply Leonhardt’s construction to something you write. Let’s say you want to tear down some of the classic assumptions about portfolio management. You could start as follows:

Asset allocation. Diversification. Buy-and-hold.

Yawn.

Your advisor has been telling you this story forever. But now that you’ve been through the stock market meltdown of 2008-2009, it’s time to take a fresh look at how to manage your portfolio.

I tweaked Leonhardt’s technique slightly by using sentence fragments. That’s okay in moderation. Please try this technique and tell me what you think about it.

Related posts
*  Grab readers with an anecdotal lead
*  Financial writer’s clinic: Great title, lousy intro 
*  Vary your paragraph length like NYT writer Floyd Norris

Poll: Which topic should you discuss in your client email’s first paragraph?

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When you email your clients, they expect you to
* Be polite
* Be clear
* Provide any necessary background information

So when you email a request for action to a client, what should you discuss in the first paragraph?
1. Social niceties, such as “It was nice to see you last week…”
2. Your request, such as “Please sign and fax the attachment…”
3. Background to your request, such as “Remember we talked about adjusting your asset allocation…”

Please answer the poll in the right-hand column of my InvestmentWriting blog. I’ll report the results–and share my bias with you–in next month’s newsletter. The NAPFA MA members who attended my email writing workshop know my leanings, but I wonder if I’ve convinced them to change their habits.

I’ll report on the poll results in my February e-newsletter.

Related posts: