Our vision is to “Revolutionize the Client Experience” — not just in the financial services industry, but in all professional service industries. Considering the state of service in the world today, this is a huge task. Since my primary knowledge is financial services, our focus begins there for now.
What is the state of the financial services industry today? About the same as the state of our Congress. Congress’s approval rating hovers about 30%, yet we like our local Congressmen and women. We are, however, disappointed in their results, and have been over the last several decades. When politicians promise fiscal responsibility along with new social contracts and then deliver something else, we have had a failure to communicate and a misalignment of actions versus values. The same can be said for the financial services industry. When questioned, investors rate their financial services firms very low, and despite liking their advisors, they are disappointed with the level of service and performance to the point of considering a change. Why is there such disappointment? I contend that a great deal of the problem results from confusion over expectations and communication. So what does the Supernova Revolution do to solve this conundrum?
First and most importantly, Supernova lays out clear expectations for the client and guarantees accountability. The expectations are a multi-generational plan with twelve contacts per year and rapid response to client problems. If this isn’t done, clients are asked to hold the Advisor accountable. Supernova Advisors can confidently implement this guarantee because each Advisor only has one hundred clients. That limited number of clients allows each Advisor to provide the same level of high-quality of service to all of his or her clients, while reassigning clients that require a different level of service.
Second, a Supernova FA fully implements each client’s plan through a 12/4/2 contact model: 12 monthly contacts, of which 4 are quarterly reviews and 2 longer in-person planning sessions. By implementing the plan, Advisors can ensure that their clients are on the right path to reaching all of their goals.
Third, a Supernova FA monitors (12/4/2) the client’s plan to be sure that, as the environment changes, all points of the plan are tracking their goals. Advisors plan for the best while preparing for the worst.
So where is the revolution? It is in the consistency of client experience. It is in the guarantee and the accountability. With Supernova, every client receives the same excellent service, no exceptions. Can you say that you give this kind of exceptional experience to everyone? What would that mean to your brand if you could guarantee this level of service?
Supernova suggests that this level of consistent client service is so unique that you’ll become referable. That is the big payoff. By showing a personal interest in each client through your monthly calls and consistently doing what you say you’re going to do, you develop a mutual trust and respect. Take the leap of faith, cross the Invisible Bridge and adopt the Supernova model. You’ll love it.