The GOAT is here!!! If you’ve ever referenced client experience, onboarding, or retention in your business, you’ve probably already felt his influence. This conversation goes deep into why the first 100 days matter more than most advisors realize, and why so many businesses are leaking clients before they ever have a chance to become long-term relationships. If you’ve ever thought “our onboarding is fine,” this episode might challenge that in the best possible way.
- Why the first 100 days determine whether a client stays for five years or quietly walks away
- The eight phases of the client journey—and where most advisory firms completely drop the ball
- Simple, practical ways to create a remarkable client experience (even in a virtual world)
- How small, intentional touches can accelerate referrals before you’ve even “proven” your value
This is one of those conversations that hits both strategically and tactically. It reinforces that client experience isn’t about big, flashy overhauls—it’s about intentional, repeatable moments that make people feel seen, known, and confident in their decision to work with you. If you’re serious about building a referral-driven practice and increasing client lifetime value, this is the kind of episode you don’t just listen to—you implement.
Related: Personalized Client Gifts Work Better When They Arrive Unexpectedly