Episode 16: Delivering a Truly Extraordinary Client Experience

"In this Advisor PACT™ Monthly Session, Mark McKenna Little answers two powerful questions: How can I get my Subject Matter Experts (SMEs) to collaborate effectively? and How do I create an extraordinary client experience? Mark begins by explaining that collaboration is the hallmark of Truly Comprehensive Financial Services™. He teaches advisors how to set expectations for collaboration, host Dry Run Prep Meetings™, and implement Interaction Logs™—a structured, standardized format for SMEs to document insights and share them with the Deliverables Team™. This process builds accountability, transparency, and teamwork that clients can feel. He then shifts focus to the client experience, introducing the Blue Ocean Strategy™—a complete reinvention of the financial services model. Advisors learn how to identify what clients truly value, create a streamlined Three-Meeting Process™, and deliver the Advisor PACT™ Pledge—Protection, Attention, Coordination, and Transparency—at every interaction. Mark concludes by challenging advisors to make excellence their standard and collaboration their culture, because that’s what transforms a team into a Financial Services Monopoly™."