Episode 24: Inspiring Subject Matter Experts To Deliver Their Best

"In this Advisor PACT™ Monthly Session, Mark McKenna Little addresses one of the most important challenges for advisors—how to inspire Subject Matter Experts (SMEs) to deliver more impressive, indispensable service to clients He begins by revisiting the Advisor PACT™ Pledge—Protection, Attention, Coordination, and Transparency—and explains how living up to these four expectations creates client loyalty and drives Spontaneous Unsolicited Client Referrals™. Mark emphasizes that success depends on both the Trusted Advisor’s leadership and the SMEs’ performance. He teaches advisors how to document and enforce High Standards™ for responsiveness, collaboration, and accountability using tools like The Interaction Log™, Deliverables Checkpoints™, and Dry Run Prep Meetings™. These structured systems help SMEs share their thinking, review one another’s work, and anticipate client needs before meetings. The session concludes with a leadership challenge: shift team culture from “what can we afford to do?” to “what can we do to become indispensable?” Mark reminds advisors that increased referrals are the ultimate proof of excellence."