Client servicing often feels like a box-ticking exercise: answering queries, preparing annual review documents, or ensuring compliance requirements are met. But what if it could be more? What if every interaction became an opportunity to delight clients, build trust, and grow your business?

1. Celebrate Your Clients

Your clients are at the heart of your business, so show them they matter. Personalised gestures like handwritten birthday and Christmas cards, welcome packs for new clients, or a thoughtful gift for key milestones can make clients feel valued.

Gifts don’t have to be extravagant – but they must be meaningful. Think beyond a generic bottle of wine (not everyone drinks alcohol). Instead, consider personalised tokens like books on their favourite topic, or even a donation to a charity they support.

At eParaplan, we recommend marking anniversaries of your partnership with thoughtful gifts or notes that reflect the journey you’ve shared. These little acts of kindness build loyalty, remind your clients you’re there and you care.

2. Offer More Than the Monthly Newsletter

Your clients’ inboxes are already overflowing with emails. Instead of relying solely on the traditional monthly newsletter, consider how you can offer something more impactful and engaging.

For example, many modern client portals allow you to integrate learning academies. These can provide your clients with on-demand access to videos, guides, and tools that educate them on key financial topics and support their journey.

Not only does this empower clients with knowledge, but it positions your firm as a proactive partner in their success – not just a service provider.

3. Make Every Touchpoint Count

From the moment your phone is answered to how your office feels when clients visit (or looks when doing online meetings), every interaction shapes their perception of your business. Aim for a five-star experience:

• Polished communication: Respond promptly to emails and calls.
• Welcoming spaces: Ensure your office feels warm and professional.
• Preparedness: Show up to meetings with updated client information, refined cash flows, and actionable strategies to achieve their goals. For example, at eParaplan, we complete detailed meeting agendas to ensure conversations cover more than compliance and general updates. Highlighting outstanding tax allowances, new investment opportunities, or strategies (like Bed and ISA) ensures you provide actionable value.
• Branded documentation: how do your letters, reports and client facing documents look? Are they professional, client friendly, and visually engaging to read?

One way to ensure excellence is to set clear service standards for your team to consistently work towards, such as timescales for responding to emails.

4. Create a Year-Round Service Timeline

Map out key moments across the year for each client- birthdays, financial milestones, tax deadlines, company year ends and use these as a reference point to touch base, ahead of time!

For example, eParaplan’s six-monthly “check-ins” often uncover valuable insights or opportunities to assist clients further. Whether it’s helping them top up their plan or adjusting for a life change, regular touchpoints strengthen relationships and build trust.

5. Go Beyond the Numbers

Financial reviews shouldn’t just be about updating values. Dive deeper. What are your clients’ dreams? Have their goals changed? What are they currently experiencing in their life that could be impacting their emotional wellbeing? Clients of eParaplan have access to our goal planner which can be used with each client. It provides a great document to refer to and support your clients stay on track, plus gives you opportunity to add timelines to goals so you can check in – keep them on track.

Always follow up with purpose. Every meeting or interaction should end with clear next steps, actionable advice, and a timeline for follow-up.

6. Know Your Numbers

Proactive servicing isn’t just good for your clients – it’s essential for your bottom line. By mapping out your standards for client servicing, and tracking how much time and effort goes into servicing each client, you can assess profitability and ensure your fees reflect your value.

Use tools to:

• Time Tracking: Record how long you and your team spend on annual reviews, interim check-ins, admin tasks, and other client servicing activities.
• Cost Analysis: Compare the time investment with the revenue generated from each client to identify whether you’re charging appropriately.
• Profitability Insights: Use this data to segment clients by profitability and understand where you might need to adjust fees or improve efficiencies.
• Refocus efforts: Prioritise clients who align with your culture and profitability. This approach ensures your services remain both high-quality and sustainable. Of course, you can have a couple of different service offerings but take the time to really understand what should be included in the servicing journey for each segmentation and know that you’re always adding value.

7. Build Referrals Through Excellence

Happy clients talk. When they feel valued and supported, they’re more likely to recommend you to friends and family. By delivering a seamless, proactive experience, you transform servicing into a referral-generating machine.

Remember, it’s not just about solving problems – it’s about staying top of mind. When your clients receive a bonus or hit a financial milestone, they’ll think of you first.

By adopting these practices, you can turn servicing into a strategic asset that drives loyalty, referrals, and long-term growth.

At eParaplan, we specialise in proactive client servicing, ensuring no touchpoint is missed. From pre-meeting prep to mid-year check-ins, to designing, organising and delivering personable gifts and gestures, we help you delight clients and scale your business efficiently. Let’s make your clients your biggest fans – together.