Why not ask them? One of the critical issues that organizations in every industry are grappling with is getting together in-person. Gatherings could be meetings, group presentations, social gatherings, or even conferences.
With the macro landscape constantly shifting, it’s difficult to know what activities people are comfortable resuming. Rather than guessing or deciding on behalf of your clients, a little research may be in order. Many schools, religious organizations, and other institutions are polling their “clients” to ask this same question, and it equally applies to wealth and asset management companies. Conducting research can have benefits beyond just getting information related to the targeted topic. We find that it:
• Increases communication. Whether it’s a one-on-one interview or a focus group, research provides one more way to connect with your clients. This helps keep your firm top of mind in a positive manner.
• Builds buy-in. By asking your clients what they think and want, they know their voice was heard. They feel like they contributed to the end product, making it more likely to be enthusiastically accepted.
• Creates a sense of partnership. Research helps to build a sense of camaraderie and community. This helps to build client loyalty and foster retention.
• Uncovers unknown perspectives. Regardless of what you are researching, in our experience, one always discovers thoughts, suggestions, or opinions that are unexpected, even though clients often assume you know.
A bit of research can go a long way to improving client satisfaction. Of course, regardless of what the results tell you, it’s always important to be sensitive to the individual client’s preferences. If his or her preference is to stick to Zoom, even though most people want to meet in-person, then Zoom it is!