Client Ongoing Planning & Service Workflow

Scope: To outline best practices in servicing client engagement, following the first financial plan presentation and initial foundation implementation.

Define discreet steps to include time taken to complete each step, in order to have a definable and repeatable sales process for all advisors inside of Financial Planning Mastery Division, with a focus on servicing client accounts/policies, ongoing client engagement, and annual reviews.

Timeline – A Clients

  • Preparing for Review:

    1. Set Calendly reminders one week, day, and hour before.

    2. Verify accounts and policies linked to A360

      1. Outreach to client’s trusted advisors

      2. Set clear expectations on next steps

    1. Meeting (60-90 min)

    2. Follow Discovery principals

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    Post-Annual Review

    1. Submit to Design Center and schedule collab as needed

    2. Update A360 Household

    3. Create new Opportunity pipelines if necessary

  • Post-meeting, ensure the plan is delivered and the CRIA contact is completed.

    1. Meeting (30 min)

    2. Pick a topic from Library to drive conversation

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    3. Update A360 Household

    4. Create new opportunity pipelines if necessary

    1. Book meeting (45 min–1hr)

    2. Action item review

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    3. Life update and investment performance

    4. Update A360 Household

    5. Create new opportunity pipelines if necessary

    1. Meeting (30 min)

    2. Pick a topic from Library to drive conversation

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    3. Update A360 Household

    4. Create new opportunity pipelines if necessary

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Timeline – B Clients

  • Preparing for Review:

    1. Set Calendly reminders one week, day, and hour before.

    2. Verify accounts and policies linked to A360

      1. Outreach to client’s trusted advisors

      2. Set clear expectations on next steps

    3. Submit to Design Center and schedule collab as needed

    4. Update A360 Household

    5. Create new Opportunity pipelines if necessary

    1. Meeting (60-90 min)

    2. Follow Discovery principals

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    Post-Annual Review

    1. Submit to Design Center and schedule collab as needed

    2. Update A360 Household

    3. Create new Opportunity pipelines if necessary

  • Post-meeting, ensure the plan is delivered and the CRIA contact is completed.

    1. Book meeting (30 min)

    2. Action item review

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    3. Life update and investment performance

    4. Update A360 Household

    5. Create new opportunity pipelines if necessary

    1. Meeting (30 min)

    2. Pick a topic from Library to drive conversation

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    3. Update A360 Household

    4. Create new opportunity pipelines if necessary

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Timeline – C Clients

  • Preparing for Review:

    1. Set Calendly reminders one week, day, and hour before.

    2. Verify accounts and policies linked to A360

      1. Outreach to client’s trusted advisors

      2. Set clear expectations on next steps

    1. Meeting (60-90 min)

    2. Follow Discovery principals

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    Post-Annual Review

    1. Submit to Design Center and schedule collab as needed

    2. Update A360 Household

    3. Create new Opportunity pipelines if necessary

  • Post-meeting, ensure the plan is delivered and the CRIA contact is completed.

    1. Meeting (30 min)

    2. Pick a topic from Library to drive conversation

      1. Set clear expectations on next steps

      2. Schedule next appointment in alignment with client category

    3. Update A360 Household

    4. Create new opportunity pipelines if necessary

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Client Profile

Below is the definition of each of the client segments that we follow. To access your client segmentation report in A360, follow these steps.

Utilize this spreadsheet to define client categories into A, B, C, and D Clients based on the several factors listed in each column.

  1. Enter Client Name and total AUM 

  2. Enter your estimate for this client’s category in column K 

  3. In the subsequent columns L-S, enter the rating of this client in each category based on the table at the bottom of the spreadsheet using numbers 1-4 that correspond to A-D ratings.  

    • For example: A client with a Net Worth < $500k would get a 2 in column L. The same client with +4 referrals would have a 4 in column R  

  4. The client’s actual categorization will reflect in column T, which is based on a grade point average as illustrated at the bottom of the spreadsheet.  

    •  A=4, B=3, C=2, D=1 

  5. The Client Service Model for reference is located on tab two of the sheet  

*Note the Client Service Model is for A, B, & C Clients. The purpose of identifying D clients is to recognize who falls below C profile definitions to determine an appropriate exit strategy.  

A CLIENT

NW

Total Investable Assets

HH Income

Ages

Initial Revenue

Recurring Revenue/Yr

Referrals

Products

$2,000,000+

$1,000,000+

$400,000+

45–60

$10,000+

$10,000+

3+

4+

B CLIENT

NW

Total Investable Assets

HH Income

Ages

Initial Revenue

Recurring Revenue/Yr

Referrals

Products

$500,000–$1,999,999

$500,000–$999,999

$250,000–$399,999

35–44, 61+

$5,500–$9,999

$5,500–$9,999

2

3

C CLIENT

NW

Total Investable Assets

HH Income

Ages

Initial Revenue

Recurring Revenue/Yr

Referrals

Products

$150,000–$499,999

$150,000–$499,999

$150,000–$249,999

28–34

$1,000–$5,499

$500–$5,499

1

2

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Client Service Model

These are non-business touchpoints to strengthen relationships with your ongoing financial planning clients.

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Client Service Model Calendar

To implement this model, you will need access to the CFG Intranet Storefront and Hallmark Business Connections. Along with the event calendar below, provide birthday wishes/chocolates and life-event messages as they occur (gifts for A’s and calls/texts/emails for B’s and C’s).

JANUARY

  • FPE

FEBRUARY

MARCH

APRIL

  • FPE

MAY

JUNE

JULY

  • FPE

AUGUST

SEPTEMBER

OCTOBER

NOVEMBER

DECEMBER

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