How often do you contact or communicate with your clients?

Average:

1. More than Two Telephone Calls or E-Mails Each Month ("Hi, How are you?")
2. More than Four Meaningful Messages per Year (Newsletter, Cards, Letters)
3. More than One Annual Meeting

Exceptional:

1. More than Four Telephone Calls or E-Mails Each Month ("Hi, How are you?")
2. More than Eight Meaningful Messages per Year (Newsletter, Cards, Letters)
3. More than Two Annual Meetings

How well do you communicate? How consistently do you communicate? How appropriately do you communicate?

1. I know when to talk business and when not to.
2. I deliver simple, compelling messages.
3. I deliver consistent messages across all media, including myself (telephone/e-mail), staff, newsletter, seminars, cards and a Web site.

How do you speak to clients? Do you communicate effectively? How well are your messages understood?

1. Do your clients often look puzzled or ask for clarification?
2. Can your clients reiterate your messages and discuss issues with you? Are they learning or just pretending to listen?

How well do you listen to your clients? Do you truly understand what they're trying to tell you about their wants, needs and concerns? Do you know how to get clients to discuss their wants, needs and concerns?

1. Do you paraphrase for verification of important issues?
2. Do you have a strategy and process for communicating with your clients effectively?

How well do you understand what clients aren't saying? What are their expectations? How do you ask, clarify, and define clients' expectations so that your mutual expectations are clearly understood?

1. Do you ask confirming questions instead of making assumptions?
2. Do you have a strategy and process for identifying and defining your clients' expectations of you, their plan and your relationship?
3. Do your clients understand what you expect from them?
4. Are these expectations in writing?

How do you communicate with your clients? Are your methods effective and efficient?

1. Do you use contact manager software?
2. Do you have a Web site and e-mail newsletter?
3. Do you send note cards and greeting cards (i.e. eCards)?
4. Do you phone clients about important matters or when your reassuring voice is needed?
5. Do you e-mail clients about less important issues and casually, just to keep in touch?

Building client relationships comes from your ability to communicate effectively, including listening, discussing and understanding clients' wants, needs and concerns. With some advisers this comes naturally, but for most it means having a strategy and a process — and using a communications checklist.

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