CLTC Client
Appreciation..How to
get it..how to keep it
Presented by
CLTC
www.ltc-cltc.com
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Presented By:
D. Corey Rieck, MBA,
CLTC
On Behalf of CLTC
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Introduction
• Introduction of D. Corey Rieck, MBA, CLTC
• Personal Experience; the translation of
which can help your clients understand the
need and urgency of proper LTC planning.
• Personal Producer since 1999
• CLTC Master Class Instructor since 2003
• CLTC LTC Partnership Training Instructor
since 2008
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Introduction
• Introduction of D. Corey Rieck, MBA, CLTC
• Personal Learnings about the importance of
showing grattitude and appreciation
• Mind set Learnings
• What it takes to sincerely show
appreciation
• Do you allot time each week to show
appreciation?
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Introduction
• “I was thinking one day and I realized that if
I just had somebody behind me all the way to
motivate me I could make a big difference.
Nobody came along like that so I just became
that person for myself.”
• Unknown
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Introduction
• “A-B-C…A =Always, Be=Be,
C=Closing…Always be Closing..ALWAYS BE
CLOSING.”
• Blake, Glengarry Glen Ross, 1992
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Introduction
• “I figure the faster I pedal, the faster I can
retire.”
• Lance Armstrong
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Introduction
• “If I worried about falling off the bike, I’d
never get on.”
• Lance Armstrong
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Introduction
• What does your current Client Appreciation
Program (C.A.P.) look like?
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4 Central Themes:
• How do we best:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Get referrals from current clients?
• Mine your current client, referral and C.O.I.
bases?
• Stay in touch with clients?
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Results to be achieved From
Today’s Webinar:
• Understanding you and your business:
• What kind of client do you want?
• Individual?
• Corporate/Business?
• How many clients do you want?
• How many clients do you have?
• Do you have the right clients?
• What kind of referral base to you want?
• What professions/ C.O.I. Type?
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Results to be achieved From
Today’s Webinar:
• Understanding you and your business:
• How/where did you secure:
• Your clients?
• Your referral base?
• Your prospects?
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Results to be achieved From
Today’s Webinar:
• Understanding you and your business:
• Where did you secure:
• Your clients?
• Your referral base?
• C.O.I.
• Your prospects?
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Results to be achieved From
Today’s Webinar:
• Understanding your client:
• What do they desire?
• Did you give them license to brag about
you?
• Are they where they want to be?
• If not; how can you affect that?
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Results to be achieved From
Today’s Webinar:
• Understanding your client:
• If you don’t go where they go how is it
that you expect to meet them?
• Corporate Meetings
• Chamber of Commerce
• Kiwanis
• Rotary
• Have you joined any networking
groups like this?
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Results to be achieved From
Today’s Webinar:
• Understand how to better your relationships
with your clients, prospects and referral base
by:
• Understanding how to better set
expectations in terms of the LTC Planning
Process with clients so as to positively
affect client relations
• Understanding further ideas as to different
client appreciation concepts
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Results to be achieved from
today’s webinar:
• Understand how to more effectively further
clients and prospect relationships by:
• Having “C.A.P.” related events
• Following up with/”touching” clients and
your Centers of Influence
• Understanding how to best add value to
clients, prospects and our referral base
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Results to be achieved from
today’s webinar:
• Understand how to more effectively further
clients and prospect relationships by:
• Understanding all of the C.A.P. tools that
the CLTC has to offer you as a graduate of
the program
• Understanding the kind of referral
base/C.O.I. that you wish to build
• Understanding how to best stay in touch
with clients
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What is it that you
want?
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Do you have it?
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Why or why not?
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Understanding You and your
business:
• Where do the clients that you want hang out?
• Do you go there?
• Associations?
• Related meetings?
• Are you a good public speaker?
• What income do your clients make?
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Understanding You and your
business:
• Do you utilize a CRM system?
• Where did you get your client(s) from?
• Have you utilized this source recently?
• When did you secure them as a client?
• Were they a referral?
• Direct referral?
• From C.O.I.?
• Retail Client?
• Split Revenue case?
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Understanding You and your
business:
• Do you utilize a CRM system?
• What kind of business do you like doing?
• Direct referral?
• C.O.I. referral?
• Split Revenue?
• Retail?
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Understanding You and your
business:
• Do you utilize a CRM system?
• How much revenue was delivered from
each source:
• Direct Referral?
• C.O.I.?
• Split Revenue?
• Retail?
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Understanding You and your
business:
• Do you utilize a CRM system?
• What kind of business do you LIKE doing?
• Direct Referral?
• C.O.I.?
• Split Revenue?
• Retail?
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Understanding You and your
business:
• Do you utilize a CRM system?
• Does the system prompt you to:
• Follow-up with clients/prospects on
certain events?
• Drive certain types of interaction?
• Call when the client/prospects tell you
to?
• Execute certain data mining activities
with clients?
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Understanding You and your
business:
• Do you utilize a CRM system?
• How many clients have:
• Referred you a case?
• Do you know what happened?
• Can you recall from your CRM?
• Call?
• See?
• Write?
• Sent you a C.O.I.?
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Setting Expectations
• Have you ever lost a relationship with a client
or a prospect because they didn’t know “what
came next?”
• How the CLTC helps you:
• The CLTC Planning Process
• The CLTC Fact Finder
• Pages E-48 and E-49 in CLTC Text
Volume 8
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Setting Expectations
• Does your client understand YOUR process?
• GIVE YOUR CLIENTS LICENSE TO BRAG
ABOUT YOU BY COMMITTING YOUR
PROCESS TO PAPER.
• Do you have it committed to paper?
• Do you lose cases that are “in the mill”
• Have you laid out for the client how
underwriting works?
• Do you have a preference toward
carrier/instrument?
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Setting Expectations
• The point is, don’t beat yourself. Don’t lose
on mental mistakes or errors of omission
because things were not thought through.
Clients appreciate process.
• Relationships are forged further when
referrals are handled in a competent, efficient
manner.
• Do it right the first time.
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Setting Expectations
• Tell clients what you are going to tell them
• Tell them
• Tell them what you told them
• Having a written process helps you to “Tell
them what you told them.”
• Having a process committed to paper will
further demonstrate to clients that you
know what you are doing.
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Newsletter Concepts/Ideas:
• Where to get information for your newsletter
so that information is timely pertinent:
• CLTC is a GREAT SOURCE:
• Care Provider Resources:
• www.caregiving.org
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Setting Expectations
• What is your follow-up with:
• Current Clients?
• Prospects?
• Clients that you have begun working with?
• C.O.I.’S?
• How do you communicate with them?
• What do you communicate to them?
• Do you have a newsletter?
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One way to “Keep the Music
Playing”
• Giving your clients, referrals and prospects
timely information through a newsletter.
• Wondering where to get information?
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Newsletter Concepts/Ideas:
• Where to get information for your newsletter
so that information is timely pertinent:
• CLTC is a GREAT SOURCE:
• Government Resources:
• www.alz.org
• www.hcfa.gov
• www.medicare.gov
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Newsletter Concepts/Ideas:
• Where to get information for your newsletter
so that information is timely and pertinent:
• CLTC is a GREAT SOURCE:
• Legal Resource:
• www.elderlawanswers.com
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Newsletter Concepts/Ideas:
• Where to get information for your newsletter
so that information is timely pertinent:
• CLTC is a GREAT SOURCE:
• Care Provider Resources:
• www.caregiving.org
• www.careguide.com
• www.carescout.com
• www.elderweb.com
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Newsletter Concepts/Ideas:
• CLTC is a GREAT SOURCE:
• Care Provider Resources:
• www.caregiving.org
(Offered by the non profit National
Alliance for Caregiving. It provides links
to professional organizations in the
caregiving)
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Newsletter Concepts/Ideas:
• CLTC is a GREAT SOURCE:
• Care Provider Resources:
• www.careguide.com
(A for profit site that offers useful
information to care providers)
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Newsletter Concepts/Ideas:
• CLTC is a GREAT SOURCE:
• Care Provider Resources:
• www.carescout.com
(Provides vacancy listings and quality
ratings for over 46,000 nursing homes
and other facilities)
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Newsletter Concepts/Ideas:
• CLTC is a GREAT SOURCE:
• Care Provider Resources:
• www.elderweb.com
(Is a link site to a variety of services and
products families may need)
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Newsletter Concepts/Ideas:
•
•
•
•
CLTC is a GREAT SOURCE:
Utilize information from CLTC E Alerts
Utilize information from CLTC Newsletters
Concepts discussed from the “Ask the
Experts” component of the CLTC website.
• One Page 2009 Tax Guide
• Want a reason to email local CPA’S?
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Keeping the Music Playing
with Prospects:
• CLTC Consumer Brochure
• What about a C.A.P. for your prospects
where you utilize the Consumer PPT
workshop and educate them further on LTC
Planning?
• CLTC Press Release
• Utilization and mastery of the Client
Interview Road Map
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Keeping the Music Playing
with Prospects:
• Utilization and mastery of The CLTC
Workbook
• Utilization and mastery of the Power
Phrases and Selling Scenarios PPTS.
• Using the Consumer PPTS in a C.A.P.
format for other insurance professionals
clients in a joint seminar
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Keeping the Music Playing
with Your Referral Base:
• Who are your Centers of Influence?
• Bankers
• Financial Advisors
• Other insurance professionals
• Sub-Specialists
• I.E. D.I. Specialists
• Benefit Producer Types
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Keeping the Music Playing
with Your Referral Base:
• Who are your Centers of Influence?
• CPA’s
• Are they in your business?
• Do they need CPE?
• Do they “get it?”
• Are they open to strategic alliances
and partnerships?
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Keeping the Music Playing
with Your Referral Base:
• Who are your Centers of Influence?
• CPA’s
• USE THE CLTC PPTS”
• 2009 Tax Qualified LTCI
• Advisor Generated Business?
• Why Planning is an Essential
Element in your client’s wealthy
profile
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Keeping the Music Playing
with Your Referral Base:
• Can you show them how to build their
business?
• Help them with their C.O.I. base?
• Direct clients?
• Family members?
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Keeping the Music Playing
with Your Referral Base:
• Who are your Centers of Influence?
• CPA’s
• They need CPE.
• Want to demonstrate how good you
are?
• Get properly licensed and deliver CPE
to gain relationships that way
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Keeping the Music Playing
with Your Client Base:
• Do you ever have events for them to show
them your grattitude?
• Parties
• Socials
• Lunches
• Breakfasts
• Etc.
• Maybe strategically invite prospects that
you are trying to close to your events… 51
Keeping the Music Playing
with Your Client Base:
• What kind of events?
• What do your clients like to do?
• What do you like to do?
• What are their habits?
• What are your habits?
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Keeping the Music Playing
with Your Referral Base:
•
•
•
•
•
Who are your Centers of Influence?
How have you helped them?
What is your plan to help them?
Who are they?
Who should they be?
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Use your CRM System:
• To Track:
• Activity
• Goals/Progress
• How many prospects you have acquired
• Results
• Cases
• Commissions
• Business planning related activities
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Use your CRM System:
• To Keep Score:
• How many clients do you have?
• How many did you get last month,
quarter, etc?
• How many referrals did you get from
clients..prospects…C.O.I.’s?
• How many appointments, case opened,
cases sold, placed
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Use your CRM System:
• To Tell you when:
• When should you call/follow-up with a
client that didn’t close on your time
frame?
• To follow-up with clients on special
topics
• To do mailings
• To send out newsletters
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Use your CRM System:
• To Tell you:
• When Birthdays are
• When important games are
• If you are on track
• How the prospect pipeline looks
• About pertinent trends
• What data-mining activities worked
which ones didn’t
• What happened at the last meeting
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Use your CRM System:
• How do you use Technology?
• I-Phone?
• Blackberry?
• Syncing capability…
• Do you track how interact with clients?
• i.e. referrals?
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Use your CRM System:
• How do you use Technology?
• Use it to tell you what activities worked,
and more importantly, what didn’t.
• Keeping your word
• The devil is in the details
• Documentation
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Showing your clients, referral
base and c.o.i.’s appreciation:
• When was the last time….
• You wrote a personal note to a client?
• You documented that you were grateful
to have them as a client, referral source,
etc.
• You called them for nothing that is
related to business?
• I.e. I called all my Penn State
clients/referrals to razz them about
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Saturday’s football game
Showing your clients, referral
base and c.o.i.’s appreciation:
• When was the last time….
• You clipped an article out of the paper
that they or their kids were written up in
(probably not the police blotter) and
congratulated them?
• You called to see how they were?
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Drilling down with your
clients, referral base and
C.O.I.’s:
• What do they like to do with their free
time?
• Do they like Cigars?
• Do they like good wine?
• Why not a wine/cigar tasting?
• Sports?
• Football?
• Golf?
• Basketball/Spectator Sports?
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Drilling down with your
clients, referral base and
C.O.I.’s:
• What do they like to do with their free
time?
• Do they like music?
• What kind?
• One way to show appreciation is
remembering their tastes, avocations
and hobbies and perhaps tailoring
your appreciation around those items.
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Drilling down with your
clients, referral base and
C.O.I.’s:
• What do they like to do with their free
time?
• Do they like music?
• What kind?
• One way to show appreciation is
remembering their tastes, avocations
and hobbies and perhaps tailoring
your appreciation around those items.
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Drilling down with your
clients, referral base and
C.O.I.’s:
• Getting to know them is paramount.
Showing them that you are serious and
competent is non-negotiable.
• Show them that excellence is not a
“sometime” event with you, it is an
“always” event with you.
• You can meet referral sources at:
• Chamber of Commerce
• N.A.I.F.A.
• F.P.A. events
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Drilling down with your
clients, referral base and
C.O.I.’s:
• My experience the only way to get this is to
assert your credibility by using any one of
the following items:
• Process committed to paper
• Utilization of a website
• Publication of consumer articles
• Clients/referral sources kept in the loop
• Mastery of the carriers and instruments
• Neutral view of above
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4 Central Themes:
• How do we best build on these 4 items?
• What are your ideas that you have thought
about while on this webinar?
• What ideas are relevant to you and your
client and referral base?
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4 Central Themes:
• How do we best:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Get referrals from current clients?
• Mine your current client, referral and C.O.I.
bases?
• Stay in touch with clients?
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4 Central Themes:
KEEP THE MUSIC PLAYING:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Send them timely, relevant holiday cards
• Call them to discuss current events that are
relevant to their vocation, avocation or
hobbies…(i.e. their football team or kids
events)
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4 Central Themes:
• KEEP THE MUSIC PLAYING:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Help build their business
• Direct clients
• Can you be a client of theirs?
• Help expand their C.O.I.’s
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4 Central Themes:
• KEEP THE MUSIC PLAYING:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Send them timely, relevant information that
assists them in what they do
• Remember how CLTC can help
• Send them your newsletter
• Call them on relevant dates
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4 Central Themes:
• KEEP THE MUSIC PLAYING:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Be excellent with the referrals they give
you
• Keep them informed of any progress,
good or bad
• Follow-up is paramount to further
securing trust and credibility
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4 Central Themes:
• KEEP THE MUSIC PLAYING:
• Keep the music playing with our clients
prospects and referral sources/C.O.I.’S?
• Have targeted, relevant client events
geared toward their tastes, hobbies, etc.
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4 Central Themes:
• Get Referrals:
• A.S.K. (get license)
• One on one meetings
• Intermittent phone calls
• Calls geared to “who you know.”
• Run campaigns
• C.A.P. meetings that are relevant
• Do an excellent job with the referrals
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4 Central Themes:
• Get Referrals:
• Further build your C.O.I. Base
• Help them build theirs
• Operate with a “Give” then “Get” perspective
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4 Central Themes:
• Mine your current client, referral and C.O.I.
base:
• Relevant events geared to their habits for
each
• Developing “cluster” referral blocs
• Activity, activity, activity
• Targeted, relevant activity
• Testimonials from clients
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4 Central Themes:
• Stay in touch with clients:
•
•
•
•
•
•
When do they eat?
What do they eat?
Where do they eat?
Are they “early morning” people?
Are they “late evening” people?
Do they work out?
• If so, what, when…
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4 Central Themes:
• Stay in touch with clients:
•
•
•
•
•
Do they like to have a beer after work?
Do they like to get together socially?
Newsletter
Relevant phone calls
Sporting events?
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Any Questions?
D. Corey Rieck, MBA, CLTC
President, Founder, Partner, LTCcompass
[email protected]
www.ltccompass.com
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