Episode 8: Your Mission: Create An Extraordinary Client Experience

"In this Advisor PACT™ Monthly Session, Mark McKenna Little explores how to systematize client deliverables to ensure every Ideal Client receives consistent, extraordinary service that leads to Spontaneous Unsolicited Referrals™ . He begins by reaffirming the Advisor PACT™—Protection, Attention, Coordination, and Transparency—and how these four promises define Truly Comprehensive Financial Services™. Mark explains how to create Deliverables Checkpoints™—documented standards for quality and consistency across all Subject Matter Experts (SMEs)—to ensure no client need goes unnoticed. He introduces The Deliverables Team Collaboration Process™, which includes Dry Run Prep Meetings™, Interaction Logs™, and Progress Update Meetings™ that keep every advisor and SME aligned. Each checkpoint is tied to a Client Master Goal Tracker™ to measure completion and accountability. Mark concludes by showing how documentation transforms client experiences from reactive to proactive, turning every Deliverables Team™ into a Financial Services Monopoly™—the only game in town."