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    Customer Service Model Customer Service Model Presentation Transcript

    • Customer Service Model Amir Homayoun Rafizadeh, MBA Managing Director of Client Education – Kruse Asset Management Co-Founder of National Business Owner Advisory Council(NBOAC) How to reduce income tax's How to reduce estate tax liability Items not covered by Your current advisor
    • Agenda
      • Why is a “Client Service Model” important?
      • Mission statement
      • Value-add proposition
      • Client team members
      • Communication
      • Client Service Model details
      • Contact
    • Why is a “Client Service Model” important?
    • “ Because most firms don’t have one.”
    • Mission Statement
      • “ We try to set industry standards by demonstrating the highest level of ethics, and provide the best level of education and expertise”
    • Value-Add Proposition
      • Implementation of tax deferral strategies
      • Implementation of tax-reduction strategies
        • Estate & income on individuals
        • Income on business’s
      • Strategic cash flow planning and analysis(short, mid and long term)
      • Identify & eliminate un-necessary (and hidden) investment fee’s
    • Team Approach Operations Manager Relationship Manager Investment Manager Client (OM) (RM) (IM)
    • Client In Mind Client Communications (Phone, Person, Email, Letter) 4 times/yr 4 times/yr 12 times/yr 1 time/yr 12 times/yr 11 times/yr Educational Emails Investment Review (RM + IM) Phone Calls (RM) Educational Events Surveys Cards
    • Communication – Reviews 2009 Half Year Cash Flow and Investment Plan Review Full Year Net Worth(asset and liability), Cash Flow and Investment Review Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec First Quarter Cash Flow Review Third Quarter Cash Flow Review Q1 Q3 Q2 Q4
    • Monthly Educational Emails 2009 Month 1 Month 2 Month 6 Month 8 Month 10 Month 11 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Month 3 Month 4 Month 7 Month 9 Month 5 Month 12
    • Educational Seminars/Webinars 2009 College planning Charitable planning as a tool Stock option planning Mutual fund inefficiencies Exit strategies for business owners How the wealthy manage debt Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Asset protection Retirement income strategies to combat inflation Building a $1M tax deferred retirement plan in 10 years Credit repair Retirement Income strategies 10 tips on building your LinkedIn profile
    • Communication – Cards/Phone 2009 New year Valentines Fathers day Client appreciation event Halloween Thanksgiving Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec St Patrick's Easter Independence day Parents day (July 26 th ) Grandparents day Mothers day Xmas
    • 4 Step Meeting Process Discovery Process Client Discovery Meeting + Problem Identification Plan Implementation 1 st Meeting Introduction Analysis of scenario’s Financial Planning Recommendations 2 nd Meeting 3 rd Meeting 4 th Meeting Client Client Service Model Implementation Welcome!
    • 1st Meeting Discovery Process 1 st Meeting Introduction 2 nd Meeting 3 rd Meeting 4 th Meeting Welcome!
      • Meet in a social setting
      • Present “Value Proposition” + “Mission Statement”
      • Present “Customer Service Model”
      • Initial problem solving discussion with client
      • No statements required
      • Handout ADV
      • Answer any questions
      • Go through 3 case studies on estate, income tax
      • and investment fee’s
      • Client to go home
      • Digest and study material
      • Think for a few days
      • Discuss with spouse/other half
      No Yes 2 nd Meeting Thank you Card Proceed?
    • 2nd Meeting Discovery Process Client Discovery Meeting + Problem Identification 1 st Meeting 2 nd Meeting 3 rd Meeting 4 th Meeting Welcome!
      • Detailed financial discussions
        • Detailed “cash flow” discussion
        • Income needs
        • Expenses (short and mid term)
        • Asset strategy
        • Liability management
      • Collect investment and tax statements
      • Establish and prioritize financial objectives
      • Start the review process
      • Engage client CPA/attorney/Liability manager
    • 3rd Meeting Discovery Process 1 st Meeting Analysis of scenario’s Financial Planning Recommendations 2 nd Meeting 3 rd Meeting 4 th Meeting Welcome!
      • Presents findings
      • Review of Objectives
      • Review of financial priorities
      • Discuss strategies (pros and cons)
      • Gain client feedback
      • Let client review and digest material
      • Answer questions
      • Client to go home
    • 4th Meeting Discovery Process Plan Implementation 1 st Meeting 2 nd Meeting 3 rd Meeting 4 th Meeting Welcome!
      • Receive go ahead to start implementation
      • Coordination with client CPA, attorney and liability manager
      • Account paperwork is processed
      • Relationship, Investment and Operations Manager is assigned
      • Hand written thank you card is sent out the following day
      • Answer any remaining questions
      • Schedule a follow up call to go over any questions
      No Yes Thank you Card Would you like to proceed?
    • 4 Step Meeting Process Discovery Process Client Discovery Meeting + Problem Identification Plan Implementation 1 st Meeting Introduction Analysis of scenario’s Financial Planning Recommendations 2 nd Meeting 3 rd Meeting 4 th Meeting Client Client Service Model Implementation Welcome!
    • Areas of Greatest Risk* Are there any holes in my planning? Am I going to reach my goals and objectives? Will I have cash flow problems? 1 2 3 4 5 6 Can I reduce income tax's? How do I reduce estate tax liability? Do my documents match my intentions? *Courtesy of InKnowVision
    • Areas of Greatest Potential* Protecting wealth during lifetime Controlling the spending of tax dollars 1 2 3 4 5 Creating more wealth Leaving more of my wealth to my family Supporting the causes that are important to me and my family *Courtesy of InKnowVision
    • Contact
      • “ Saving excessive investment fees one client at a time “
      • Amir Homayoun Rafizadeh, MBA
      • Managing Director of Client Education
      • Kruse Asset Management
      • Ethics | Education | Experience
      • http://www.linkedin.com/in/wadvisor
      • Twitter @wadvisor
      • http://www.slideshare.net/wadvisor
      • http://www.google.com/profiles/wadvisor
      • Co-Founder of National Business Owner Advisory Council(NBOAC)