The At-Risk Client Assessment™

High client satisfaction rates and low client attrition levels are critical elements of a successful business. Financial advisors know this intuitively, yet often fail to properly assess the level of engagement of each client. As a result, clients who are “at-risk” of departing the firm usually go unnoticed until it’s too late. There are several tell-tale signs of a dissatisfied or disengaged client however, and advisors should be proactive in identifying the often-times passive indicators that a client is checked-out. Some clients will be forth right with their dissatisfaction, but most will not; it is the latter who present the greater hazard.

Use the At Risk Client Assessment™ to identify whether a client is at-risk, questionable, engaged, or an advocate. Even if you have a seemingly pleasant relationship with a client, it is a worthwhile exercise to reflect on the status of their relationship with your firm. Review each of the definitions and attach a score to each client/household. Then, identify the best outcome you hope for moving forward, the specific action that will be taken to move powerfully towards that outcome, and the team member who will own the action step.