Between Now And Success

When was the last time you talked to a Netflix employee about your account? How about an Amazon employee? I’m guessing for most of you the answer is: never. Netflix automatically charges my credit card every month and uses its algorithms to push content it thinks I’ll enjoy to my home screen. A shipping problem or return request with Amazon is usually resolved with a couple swipes or clicks. It’s efficient customer service, but it’s all faceless, online, impersonal. Now, when was the last time you stayed at a Ritz-Carlton or Four Season? How did that experience make you feel? Pretty darn good I bet! The key to your success as an advisor is to marry the tech efficiency of an Amazon with the deluxe service of a Ritz-Carlton and underpin it with high technical competence. It’s really a three-legged stool—tech efficiency + deluxe service + technical competence. I sometimes worry that our industry has become so obsessed with the tech efficiency leg of the stool that we are losing sight of what clients are really p